RingCentral Press Releases

Stay on top of breaking news and stories from RingCentral—including new partnerships, customer successes, and event announcements.

March 26, 2024

RingCentral Expands Global Footprint and Drives Adoption Momentum of RingCX, AI-Powered Contact Centre

RingCX boasts more than 1,000 features and is now available across 6 countries including US, Canada, UK, France, Germany, Australia

New CRM integrations enable integrated, immersive agent experience

ORLANDO, FL.— March 26, 2024 — Today at Enterprise Connect 2024 in Orlando, RingCentral, Inc. (NYSE: RNG), a leading provider of AI-driven cloud business communications, contact centre, video, and hybrid event solutions, announced its native, AI-powered contact centre, RingCX,™ touts more than 1,000 features, has extended global availability, increased adoption, and added new CRM integrations.

Initially launched in the US and Canada in November 2023, RingCX has extended availability in the UK and EU, including France and Germany, and is now launching in Australia. RingCX now supports multiple languages, including US and UK English, French, Italian, Spanish, and German. This rapid international expansion is enabling customers in more markets to benefit from RingCX’s AI-powered, rich omnichannel, simple-to-use and easy-to-deploy solution.

RingCX now has more than 160 customers globally since its general availability launch in November 2023. Built for organisations of all sizes, customers include multiple Fortune 1,000 firms, international health organisations, and public sector. RingCentral credits this fast momentum to the continuous and accelerated roll-out of new, robust RingCX capabilities, which now includes more than 1,000 features.

"RingCX gives us everything we need - voice call routing, fantastic analytics, and over 20 digital channels – all in a single package. We were able to get implemented and functioning well with ease," said Devon Lemay of EON Health. "Before RingCX, we were overwhelmed and struggled to route our calls in an efficient manner, and had to calculate our own metrics."

Integrated Experiences
RingCentral has also added integrations with five leading CRMs, including Salesforce, Hubspot, ServiceNow, Zendesk, and Microsoft Dynamics 365, all currently available in beta. Multiple additional integrations are planned for the second half of 2024. 

RingCX continues to provide immersive and integrated agent experiences, with full omnichannel capabilities, automatic screen pops, contact matching in the CRM, case and ticket creation, and interaction logging for all voice and digital interactions. All of this is available as an embedded RingCX agent experience inside CRM systems, where agents can manage interactions across voice, and 20+ digital channels. The CRM integrations are provided at no additional charge and included in the £60 per agent RingCX package.

“We’re proud of the adoption momentum of RingCX and the accelerated roll out of more than 1,000 RingCX features. Providing an intuitive and integrated agent experience has been one of the core tenets of RingCX since we launched it,” said Jim Dvorkin, Senior Vice President, Customer Engagement at RingCentral. “These out of the box CRM integrations enable a fully connected omnichannel experience for agents to be able to leverage the technology they use every day.”

“Platform integration is a huge priority among CX leaders, and CRM is at the top of the list,” said Robin Gareiss, CEO and principal analyst at Metrigy. “Already, 56.5% of companies have integrated their contact centre and CRM platforms—both of which are the most commonly used on agents’ desktops. Integrated CRM provides smooth access to customer data, fulfilling a critical and growing requirement to personalise customer service. Combined, the value of these platforms helps drive improved CSAT and agent efficiency.”

RingCX has open APIs that enable a growing ecosystem of partners such as Google Dialogflow, Cognigy, Yellow.ai and Calabrio with pre-built integrations now available in RingCentral's App Gallery. RingCentral is committed to expanding partnerships and growing the ecosystem of pre-built integrations with RingCX.

To learn more about RingCX, please visit https://www.ringcentral.com/gb/en/ringcx.html

About RingCentral
RingCentral is a leading provider of AI-driven cloud business communications, contact centre, video and hybrid event solutions. RingCentral empowers businesses with conversation intelligence and unlocks rich customer and employee interactions to provide insights and improved business outcomes. With decades of expertise in reliable and secure cloud communications, RingCentral has earned the trust of millions of customers and thousands of partners worldwide. Visit ringcentral.com to learn more.

©2024 RingCentral, Inc. All rights reserved. RingCentral, RingSense, RingEX, RingCentral MVP, RingCX, RingCentral Events, and the RingCentral logo are trademarks of RingCentral, Inc.

 

 

March 25, 2024

RingCentral Reimagines the Business Phone System with Real-Time AI

Adding AI for an immersive employee experience, RingCentral MVP is now RingEX

New RingEX AI capabilities include real-time call notes, conversation intelligence, AI writer and translator for messages, and generative AI search

ORLANDO, FL.— March 25, 2024 — Today at Enterprise Connect 2024 in Orlando, RingCentral, Inc. (NYSE: RNG), a leading provider of AI-driven cloud business communications, contact center, video, and hybrid event solutions, announced new transformative AI for its rebranded flagship solution, RingEX. By infusing RingSense™ AI across its secure, reliable platform, RingCentral is empowering every employee in an organisation, from customer service to sales and marketing, with personalised and context-aware interactions that make every conversation smarter and everyday work more efficient.

As part of the announcement, RingCentral is delivering the following: 

  • Replacing RingCentral MVP®, new RingEX™ with RingSense AI provides intelligence across phone calls, SMS*, meetings, and messaging, including real-time call notes, messaging recap, and generative AI search across conversations.

  • Purpose-built AI that enhances personal productivity and business collaboration,  broadly infused across RingCentral’s suite, including RingEX™, RingCX™, RingSense for Sales, and RingCentral Events™, to boost efficiency and teamwork in every interaction.

With RingSense AI now embedded in RingEX, customers have a personal AI assistant to supercharge their productivity and transform everyday conversations into actionable insights. RingEX with RingSense AI reinvents the phone experience altogether, saving employees time on tedious manual tasks, while enabling them to optimise workflows and focus on more creative or strategic parts of their interactions.

“AI brings a shift from unifying communication modes and functionality to merging employee and customer experiences, and it’s exciting,” said Vlad Shmunis, Founder, Chairman, and CEO, RingCentral. “Building on our battle-tested, mission critical platform, we are delivering AI that is purpose-built for specific use cases to drive tangible value – from enhancing everyday productivity to driving interaction efficiencies. RingSense AI unlocks data-rich conversations across phone calls, messaging, video meetings, and contact center interactions to deliver actionable insights that inform more intelligent workflows.”

RingSense AI for RingEX
Unlike other solutions on the market that only offer AI for video and messaging, RingCentral is among the first to have a complete AI-infused offering across message, video, and phone. RingSense AI capabilities for RingEX include:

  • Real-time note-taking: Powers phone conversations with a personal AI assistant for real time note-taking, capture of outstanding questions, and action items.

  • Powerful conversation intelligence: Delivers AI-generated distilled summaries, notes, action items, and recording highlights. Captures context of conversations, making engagements more personalised. 

  • Unread message recap: Provides AI-generated summaries of missed team messages in group chats for quick catch-up.

  • AI writer and translator for messages: Writes polished chat messages, keeping the context of conversations, in the style and length users prefer. Accurately translates messages in Spanish, French, German, Chinese, or English.

  • Generative AI search: Uses AI to search for information from conversations across phone, SMS*, and voicemails – with AI search in email, meetings, and chat coming soon.

  • Advanced meetings summaries and insights: Automatically generates video ‘highlight reels’ and searchable text summaries of meetings. Also generates keyword based clips, transcripts, summaries, topic lists, replays by specific speakers.

“Historically, voice-driven data has been largely inaccessible at scale,” said Jim Lundy, Founder and CEO, Aragon Research. “With RingSense AI, RingCentral is unlocking that data into key insights and action items. The ability for RingSense AI to create notes in real-time, interpret complex conversations, and dynamically automate action items on behalf of a user, all from a single, consistent user experience embedded directly within RingEX, is what makes this solution unique.”

RingSense AI for RingEX is currently rolling out in preview among select customers. Further information on pricing and specifics will be available in the coming months. Sign up here

While RingEX is the foundation of business communications for every employee across an organisation, RingSense AI also infuses collaborative intelligence across teams to transform both employee and customer experiences. Built for specific use cases, RingSense AI is woven into the following solutions:

  • RingCX, RingCentral’s native omnichannel contact centre, enables businesses to truly understand what is going on with their customer relationships and boost agent performance. 

  • RingSense for Sales equips sales teams with actionable intelligence derived from customer interactions across calls, emails, contact centre, and video meetings, seamlessly integrated with CRMs.

  • RingCentral Events simplifies end-to-end event management for marketing teams with AI-powered capabilities for virtual, hybrid, and in-person events.

* US and Canada only

AI Privacy by Design
RingCentral has built its AI-driven solutions with the same level of security, privacy by design, and transparency that RingCentral has always been known for. It’s fit to purpose to solve very specific problems across different use cases and different personas. In addition, it’s orchestrated between RingCentral’s own proprietary AI large language models and third-party models. And lastly it's open, whereby customers can go to the RingCentral developer portal and find RingSense APIs to customise and tailor RingCentral’s solutions to fit the needs of their business. 

About RingCentral
RingCentral is a leading provider of AI-driven cloud business communications, contact centre, video and hybrid event solutions. RingCentral empowers businesses with conversation intelligence and unlocks rich customer and employee interactions to provide insights and improved business outcomes. With decades of expertise in reliable and secure cloud communications, RingCentral has earned the trust of millions of customers and thousands of partners worldwide. Visit ringcentral.com to learn more.

©2024 RingCentral, Inc. All rights reserved. RingCentral, RingSense, RingEX, RingCentral MVP, RingCX, RingCentral Events, and the RingCentral logo are trademarks of RingCentral, Inc.

Aragon Research does not endorse vendors, or their products or services that are referenced in its research publications, and does not advise users to select those vendors that are rated the highest. Aragon Research publications consist of the opinions of Aragon Research and Advisory Services organisation and should not be construed as statements of fact. Aragon Research provides its research publications and the information contained in them "AS IS," without warranty of any kind.

 

 

February 5, 2024

RingCentral Modernises Patient Care Communications for Healthcare Organisations With New EHR Integrations and Generative AI

BELMONT, Calif. — February 5, 2024RingCentral, Inc. (NYSE: RNG), a leading provider of AI-first global enterprise cloud communications, video, webinars, hybrid events, and contact center solutions, today announced a unified patient care solution for healthcare organisations worldwide. New integrations with Electronic Health Record (EHR) providers, including industry titans Epic, Cerner, and AllScripts, combined with RingCentral’s AI-powered communications suite bridge gaps in the patient engagement journey and simplify workflows. Powered by a new partnership with patient engagement software platform SpinSci, these EHR integrations ensure optimal and secure patient experiences, improved documentation, and reduced administrative burden. 

“The healthcare industry is undergoing a massive transformation driven by cloud technology, and now generative AI,” said Srini Raghavan, Chief Product Officer at RingCentral. “By adding powerful new healthcare specific integrations, our solution offers high-touch assistance through any digital channel — be it text, voice, or chat — to deliver a comprehensive 360 degree view of patient records, breaking down silos and enabling staff and clinicians to triage with unprecedented speed and care. When you pair this with our RingSense AI capabilities, we’re creating pathways to a smarter, more connected healthcare experience.”  

Bridging the Gap in Healthcare Communication with Major EHR Integrations

This comprehensive communications integration with leading EHR systems solves common disruptive issues in the patient engagement journey, such as cumbersome patient administration, inefficient care delivery, and inadequate patient information. RingCentral’s Patient Assist feature maps all patient and healthcare provider interactions, providing cognitive insights that streamline the care process. For example, the system enables agents to know the patient's name, call reason, and key medical record aspects without unnecessary questioning or navigating multiple applications. 

Leveraging the Power of AI in Healthcare

With generative AI, healthcare providers are less burdened with manual note-taking and other administrative tasks, and can stay focused on delivering high-touch, personalised patient care. Key AI-powered capabilities of RingCentral for Healthcare include:

  • Automated Calling Experiences: AI-enabled virtual agents automate common inquiries or gather information before transferring patients to an agent. For providers, auto-blended inbound/outbound queues handle fluctuating call volumes, and auto-dialers handle high-volume programs, such as promos or surveys, simplifying workflows.

  • Data-Driven Insights for Healthcare Management: Analysis of patient interactions offer insights into operational efficiencies and patient needs. With call monitoring and omnichannel analytics across patient touchpoints, managers can optimise Primary Care Network (PCN) performance.

  • Appointment Scheduling and Follow-up: AI tools support scheduling, reminders, and follow-ups for appointments, streamlining the process and ensuring better patient compliance.

About RingCentral

RingCentral is a leading global provider of AI-first cloud-based business communications and collaboration that seamlessly combines phone system, messaging, video, webinars and hybrid events, and contact center. RingCentral empowers businesses with conversation intelligence, and unlocks rich customer and employee interactions to provide insights and improved business outcomes. With decades of expertise in reliable and secure cloud communications, RingCentral has earned the trust of millions of customers and thousands of partners worldwide. Visit ringcentral.com to learn more.

©2024 RingCentral, Inc. All rights reserved. RingCentral and the RingCentral logo are trademarks of RingCentral, Inc.

 

 

February 5, 2024

RingCentral Drives Momentum and Adoption Across Healthcare Organisations

Healthcare customers see 46% increase in staff productivity, a 53% increase in staff satisfaction, and a 42% increase in HCAHPS patient satisfaction1 from using RingCentral’s trusted HIPAA-compliant communications

BELMONT, Calif. — February 5, 2024RingCentral, Inc. (NYSE: RNG), a leading provider of AI-first global enterprise cloud communications, video, webinars, hybrid events, and contact center solutions, highlighted that healthcare organisations are adopting RingCentral for Healthcare solution for its trusted reputation in delivering consistent 99.999% reliability, innovative products, and an industry-leading open platform with rich APIs, plus security and privacy by design standards, and various certifications such as HIPAA and HITRUST. Over the past 18 months, RingCentral has added more than 500 new healthcare customers across small, midsize, and large enterprise segments.

Driving Adoption Across Healthcare Organisations 

Sun River Health, with 450,000 patient visits annually, selected RingCentral for its reliability and integrated unified communications and contact center solutions.

“We put together an extensive list of must-haves for a enterprise-wide communications solution that would unite our 2,000 employees across 50 distributed locations: reporting and analytics, contact center functionality, cost, mobility, security, and the company’s reputation for support,” said Eric Brosius, Vice President of Technology Services at Sun River Health, New York’s largest federally qualified health center. “When we evaluated all the vendors against these criteria, RingCentral was the optimal solution. As a leader in care, the adoption of cloud-based communications through RingCentral enables us to enhance our patient care journey, and aggressively grow our leadership in serving key provider segments across the country.”

RingCentral also has among four of the largest dental support organisations (DSOs) in the United States, including Heartland Dental. According to Jeremy Stroud, Vice President of Patient Services at Heartland Dental, the nation's largest DSO, “The thing that still amazes me every day about RingCentral is that it’s enabling our Patient Services Representatives to handle patient inquiries for more than 1,700 dental offices across the country—and in turn letting them provide a better level of service than they’ve ever had.” 

“RingCentral for Healthcare is providing a healthcare cloud solution that suits the needs of customers of all sizes, from small clinics to the largest hospitals, for secure, reliable communications,” said John Poli, Healthcare Industry Principal at RingCentral. “According to a RingCentral survey, by using our solutions, healthcare customers saw a 46% increase in staff productivity, a 53% increase in staff satisfaction, and a 42% increase in HCAHPS patient satisfaction. Many healthcare organisations are moving beyond land-locked on-prem models to the cloud, so they can support hybrid care delivery for both in-office and virtual — to better serve patients and staff.”

“RingCentral has a lot going for it in terms of functionality and industry reputation,” said Darryl Flores, director of Gonzaba Medical Group’s Patient Access Center. “But the big differentiator for us was that RingCentral has earned HITRUST certification. For healthcare organisations, that’s the gold standard because it demonstrates the platform meets the requirements of several data-privacy regulations, most importantly HIPAA.”

For more information about healthcare at RingCentral, please visit: https://www.ringcentral.com/office/industry-solutions/healthcare-providers.html.

About RingCentral

RingCentral is a leading global provider of AI-first cloud-based business communications and collaboration that seamlessly combines phone system, messaging, video, webinars and hybrid events, and contact center. RingCentral empowers businesses with conversation intelligence, and unlocks rich customer and employee interactions to provide insights and improved business outcomes. With decades of expertise in reliable and secure cloud communications, RingCentral has earned the trust of millions of customers and thousands of partners worldwide. Visit ringcentral.com to learn more.

©2024 RingCentral, Inc. All rights reserved. RingCentral and the RingCentral logo are trademarks of RingCentral, Inc.

1Based on data from a 2022 survey conducted by RingCentral.

 

January 31, 2024

Nearly one in five Brits would rather deal with a vermin infestation than contact customer services, finds RingCentral research

  • Almost two thirds (65%) of Brits say they would be unlikely to return to a business after poor customer service 

  • With Brits waiting 21 minutes on average to receive an initial response from customer service, 42% would rather go without internet access for one hour than contact customer services 

  • Meanwhile, 35% would like to see AI enable a single agent to access their full history to avoid repeating information 

London, 31 January 2024 - RingCentral, a leading provider of AI-first global enterprise cloud communications, video, webinars, hybrid events, and contact center solutions today shares research revealing many Brits are so frustrated with customer service interactions that nearly one in five (18%) would prefer to deal with a vermin infestation in their home than contact customer service. 

Customers shun businesses after poor customer service experience

Against the backdrop of the current cost-of-living crisis, the majority of Brits (97%) are naturally citing price as the most important factor influencing their purchasing decisions. However, not far behind, many Brits (87%) reference high quality customer service as an important factor. 

RingCentral’s data suggests high quality customer service experiences are a cornerstone for retaining customers, with two thirds (65%) saying they would be unlikely to return to a company that delivered bad customer service. 

Feelings of frustration with customer service are flourishing among Brits

Despite the clear importance of quality customer service, Brits are regularly being left frustrated, with automated customer service systems (53%), the amount of time to speak to / hear back from customer service (43%) and having to explain the issue multiple times to different people (42%) cited as the biggest frustrations. Compounding this, of the 91% of those who have been passed on between agents, 98% then have to re-explain their reason for contacting customer service. 

As a result, Brits are so frustrated with customer service interactions that more than half would rather be without TV for an hour (53%) or clean the bathroom (51%). Meanwhile, two fifths (42%) would rather go without the internet for an hour and almost a fifth of UK adults (18%) would prefer to deal with a vermin infestation in their home than contact customer service. 

Consumers feel AI can help improve customer service

Given the role AI tools can play in driving more positive agent and customer experiences, RingCentral’s research also explored where consumers would most like to see AI focused on the customer service journey to help mitigate frustrations.  

The data reveals over a third (35%) of UK adults would most like to see AI enable a single agent to access their full history to avoid repeating information. A further 34% would like AI to help reduce the average hold times when calling customer service, while 28% wish to see it playing a role in expanding availability of support to 24/7. 

By embedding generative AI in the contact centre, businesses can increase effectiveness of customer service agents and reduce time spent on admin, freeing agents up to focus on serving customers. 

Steve Rafferty, VP of International at RingCentral comments “Despite many businesses facing the need to cut costs, in the most extreme cases to avoid shutting up shop, this research shows they cannot afford to ignore customer experience and quality service. The data is clear that it is critical to customer loyalty and repeat purchases.

The good news for businesses is the latest advances in generative AI can solve many of the challenges our research highlights, by bringing together voice, video and digital channels seamlessly so agents can easily engage with customers. From giving customers access to their channel of choice to ensuring agents have the full context of that person’s journey and interaction history, technology has a huge role to play and should be a cornerstone in any strategy to delivering industry-leading customer experience.”

RingCentral’s own AI-first customer contact centre solution, RingCX is helping businesses increase effectiveness of customer service agents and decrease time on admin, to enable agents to deliver high quality customer service.

ENDS

Research Methodology

  • Opinium surveyed 2000 UK Adults aged 18 and above online between 21st December 2023 – 2nd January 2024 

  • Survey data is weighted to be nationally representative on age, gender and region.