BT and RingCentral are stepping up the contact centre game with Cloud Work RingCX, a cloud-based, AI-driven platform designed to streamline customer interactions across voice and digital channels.
The new platform integrates voice calls with more than 20 digital channels, including messaging apps, allowing companies to engage with customers on their preferred platforms. AI-driven tools provide real-time analytics, assist agents in resolving issues faster, and offer personalised responses to improve customer satisfaction.
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 Center. Together, we’re helping businesses empower their employees while transforming the customer journey across various touchpoints.”
Integration with BT Cloud Work
The key feature of Cloud Work RingCX is its seamless integration with BT Cloud Work, BT’s unified communications service. This allows contact centre agents to manage voice, video, and digital interactions from a single platform, making operations more efficient. Supervisors can also monitor agent performance in real time and provide targeted coaching.
BT plans to roll out the platform to small and medium-sized businesses later this year, making it its flagship cloud contact center offering for this segment.
Chris Sims, chief commercial officer – Business at BT, said: “Working with RingCentral, we’ve developed Cloud Work RingCX to give the businesses the flexibility they need. 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.”