RingCentral and BT Launch Cloud Work RingCX, An AI-powered Platform Built to Transform Business Contact Centres
RingCentral and BT have announced the launch of Cloud Work RingCX™, powered by RingCentral. A cloud-based contact centre platform with AI assistance built in, Cloud Work RingCX is designed to be easy to use and deploy – empowering corporate and public sector organisations working with BT to deliver exceptional customer experiences, through a mix of voice and messaging apps.
Homayoun Razavi, General Manager, Global Strategic Partnerships at RingCentral, said,
“The launch of Cloud Work RingCX™ represents a significant evolution in our decade-long strategic partnership with BT as we jointly work to deliver innovative solutions that solve real customer challenges,”
“This solution leverages our combined expertise, with BT’s network leadership and resources alongside our industry-leading technology and innovation in Unified Communications and Contact Centre. Together, we’re helping businesses empower their employees while transforming the customer journey across various touchpoints.”
Cloud Work RingCX seamlessly brings together voice calls and more than 20 digital channels – allowing businesses to choose how they interact with their customers. By providing businesses with the flexibility to scale contact centre operations while maintaining high-quality service in a digital-first environment, Cloud Work RingCX can enhance operational efficiency and improve customer engagement. With a planned rollout to small and medium business customers later this year, Cloud Work RingCX will also become BT’s lead Cloud Contact Centre offering for this segment.
Key benefits of Cloud Work RingCX include:
– Seamless Integration: Cloud Work RingCX combines with BT Cloud Work, BT’s unified communications service for business customers, to provide a unified contact centre platform, enabling agents to handle voice, video, and digital channels from one BT platform. This can help ease front-office and back-office customer interactions.
– Enhanced Customer Experience: Organizations can choose between phone, video, or their preferred messaging apps when interacting with their customers. AI-driven tools help ensure quick, personalised responses, improving customer satisfaction and loyalty.
– Real-time analytics and AI assistance: Helps agents resolve issues faster and more accurately with real-time analytics and AI assistance. Supervisors can monitor performance, identify specific areas for improvement, and provide targeted coaching, supporting both customers and agents effectively.
Chris Sims, Chief Commercial Officer at Business at BT, said,
“In a digital world, we know businesses of all sizes want flexibility in how they support their customers,”
“Working with RingCentral, we’ve developed Cloud Work RingCX to give them just that. Through this new platform, business and public sector customers can manage all their contact centre activity in one place with ease – supporting their own customers via a full mix of communication channels, whilst using AI to help them work smarter.”
Cloud Work RingCX is distinguished by BT’s unique service wrap, which integrates advanced security and fraud management, built to provide the highest levels of protection for customer data and interactions.
For more information about Cloud Work RingCX and how it can benefit your organization, please visit Cloud Work RingCX | RingCentral.
RingCentral is a global leader in AI-powered trusted business communications, contact center, conversational intelligence, 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 hundreds of thousands of customers and millions of users worldwide.
For additional information on RingCentral visit their Website
BT Group is the UK’s leading provider of fixed and mobile telecommunications and related secure digital products, solutions and services. We also provide managed telecommunications, security and network & IT infrastructure services to customers across 180 countries.
BT Group consists of three customer-facing units: Consumer serves individuals and families in the UK; Business covers companies and public services in the UK and internationally; Openreach is an independently governed, wholly owned subsidiary wholesaling fixed access infrastructure services to its customers – over 700 communications providers across the UK.
British Telecommunications plc is a wholly owned subsidiary of BT Group plc and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on the London Stock Exchange.
For additional information on BT visit their Website
