New AI-driven functionalities added to RingCX by RingCentral

Phelps explained that the goal is to utilize AI capabilities to create additional time for our team, enabling them to concentrate on human interactions. This plays a significant role in our strategic objectives. The integration of AI has notably improved efficiency and customer satisfaction within our call center operations.

According to Phelps, with RingCX in place, the organization can now handle calls more promptly, resulting in a substantial reduction in call abandonment. Additionally, the outbound queue system captures any abandoned calls for immediate follow-up. These enhancements have boosted our SLA (speed of answer) metrics by 11% and have optimized our processes for quicker routing of calls to the appropriate personnel.

The emergence of AI has become a standard practice.

Shashi Bellamkonda, a marketing strategist, and principal research director at Info-Tech Research Group, highlighted that many sales or customer experience (CX)/call centers across various organizations are leveraging RingCentral. It is inevitable for them to incorporate an agent-assist mechanism into their CX solutions. The primary purpose is for training, coaching, and providing intelligent support to call center agents with relevant information.

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AndyC

Andy Curtis is an award-winning security consultant, researcher and public speaker. He has been working in the computer security industry since the early 1990s, having been employed by state and federal government, leading healthcare and banking providers across three continents. He has given talks about computer security for some of the world’s largest companies, worked with law enforcement agencies on investigations into hacking groups, and is a regular voice on TV and radio explaining IT security threats.

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