RingCentral, Inc. launched new Customer Journey Analytics on June 10, 2025, providing a complete view of the entire customer call journey across both Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) environments. This addresses a critical gap in understanding the overall customer experience by maintaining conversation continuity when calls transfer between systems.
The company also announced the general availability of AI Agent Assist, an intelligent co-pilot that instantly surfaces relevant information from an organization's knowledge base. Early adopters reported significant improvements, with one customer cutting call handling times from 10 minutes to 5 minutes, doubling daily call volume, and increasing first contact resolution rates by 35%.
RingCentral's approach combines journey analytics with AI-powered capabilities, giving organizations both the visibility to understand what is happening and the intelligence to act on those insights instantly. AI Quality Management, already adopted by over 50% of RingCX customers since its 2024 launch, creates a continuous improvement loop enhanced by complete journey visibility, automatically generating coaching recommendations.
The content on BeyondSPX is for informational purposes only and should not be construed as financial or investment advice. We are not financial advisors. Consult with a qualified professional before making any investment decisions. Any actions you take based on information from this site are solely at your own risk.