RingCentral, a global leader in AI-powered trusted business communications for companies of all sizes, and BT, which connects more than a million business and public sector customers in the UK, announced the launch of Cloud Work RingCX, powered by RingCentral. A cloud-based contact center 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.
“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,” said Homayoun Razavi, General Manager, Global Strategic Partnerships at RingCentral. “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 Center. 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 center 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 Center offering for this segment.
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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 center 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, personalized 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.
“In a digital world, we know businesses of all sizes want flexibility in how they support their customers,” said Chris Sims, Chief Commercial Officer – Business at BT. “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.”
SOURCE: Businesswire