RingCentral, a global leader in AI-powered business communications, 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 Center as a Service (CCaaS) environments—addressing a critical gap in understanding the overall customer experience. In addition, RingCentral announced the general availability of AI Agent Assist, with early adopters reporting game-changing results. With its combination of analytics and AI innovations for RingCX™, RingCentral is redefining how businesses engage with customers through a fully connected, AI-driven experience.
Delivering Complete Customer Intelligence
“The contact center 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 addresses a critical industry challenge: fragmented customer experiences caused by disconnected systems and incomplete data. By combining journey analytics with AI-powered capabilities, organizations gain both the visibility to understand what’s happening and the intelligence to act on those insights instantly.
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Closing the UCaaS-CCaaS Gap
RingCentral’s new Customer Journey Analytics provides the essential foundation for AI-driven customer experiences. Unlike traditional solutions that lose critical context when calls move between systems, RingCentral’s unified platform maintains conversation continuity across multiple touchpoints throughout the interaction.
When customer interactions originate in RingCX and transfer to RingEX™ specialists—or vice versa—organizations receive detailed metrics and insights for each segment of the conversation. This comprehensive visibility enables intelligent routing, strengthens collaboration between front-line agents and back-office experts, and ensures no customer context is ever lost. This complete journey visibility becomes the data foundation that powers RingCentral’s AI capabilities, enabling more precise and impactful AI-driven improvements.
SOURCE: Businesswire