RingCentral launched new Customer Journey Analytics at CCW Las Vegas ‘25, providing a complete view of the entire customer call journey across both Unified Communications as a Service (UCaaS) and Contact Centre as a Service (CCaaS). In addition, RingCentral announced the general availability* of AI Agent Assist.
“The contact centre industry has been solving problems in isolation for too long,” said Jim Dvorkin, SVP of Customer Experience Products at RingCentral. “What we’re delivering is complete customer intelligence – comprehensive analytics that capture every voice conversation detail. When you can see the full customer journey and have AI actively improving every interaction in real-time, that’s when breakthrough customer experiences happen.”
RingCentral’s approach aims to address a critical industry challenge: fragmented customer experiences caused by disconnected systems and incomplete data. By combining journey analytics with AI-powered capabilities, organisations gain both the visibility to understand what’s happening and the intelligence to act on those insights instantly.
Closing the UCaaS-CCaaS Gap
When customer interactions originate in RingCX and transfer to RingEX™ specialists – or vice versa – organisations receive detailed metrics and insights for each segment of the conversation. This visibility enables intelligent routing, strengthens collaboration between front-line agents and back-office experts, and ensures no customer context is ever lost.
AI Agent Assist (Beta in Australia): This intelligent co-pilot instantly surfaces relevant information from across the organisation’s knowledge base, giving agents answers the moment they need them, informed by the complete customer interaction history.
“AI Agent and Supervisor Assist have been a game-changer for our customer service team. By cutting call handling times from 10 minutes to just 5 minutes, our agents have been able to double their daily call volume, going from 20 to 40 calls per day,” said Natalie Bolfeta, Office Operations Manager at ClaimSolution Inc. “On top of that, we’ve increased our first contact resolution rates by 35%. With these features, we’re getting faster resolutions and delivering better overall experiences.”
AI Interaction Analytics (Beta): This capability analyses 100% of customer interactions to provide sentiment analysis and predictive CSAT scores. Organisations can identify and address satisfaction issues before they escalate, turning potential detractors into promoters across the entire customer journey.
Agent Screen Recording (Beta): Combined with journey analytics and AI-powered insights, supervisors gain unprecedented visibility into agent workflows and customer context, enabling precision coaching that directly impacts performance.
“We’re excited about Agent Screen Recording because it finally gives our supervisors the complete picture,” said Bobbie Pierson, Vice President, Communications Services at LifeLink Foundation, Inc. “Understanding not just what our agents say, but how they work through complex cases will transform our coaching approach. This level of insight will help us deliver even better support to the communities we serve.”
“What we’re seeing is a complete reimagining of the contact centre,” noted Lou Reinemann, Research Director, AI-Enabled Sales, Customer Services and Contact Centre Strategies at IDC. “The ability to understand and visualise the entire customer experience – from initial contact through multiple touchpoints and transfers – is where the real value lies from a customer perspective. RingCentral isn’t just adding features; they’re creating an intelligent ecosystem where every component amplifies the others. This is what the future of customer experience looks like.”
* Product Availability in Australia
- Customer Journey Analytics: Generally available to RingCX customers at no additional charge
- AI Agent Assist: Beta
- AI Interaction Analytics: Beta
- Agent Screen Recording: Beta