RingCX | Workforce Engagement

Improve agent
performance & CSAT

Deliver effortless customer experiences with AI-powered quality management, automated scorecards, and conversation analytics.
A woman viewing the sentiment analysis score in the RingCentral app on a laptop

Create the best customer experiences across every interaction

AI-powered features
Get AI-generated call summaries, scoring, and feedback. Plus, AI-powered forecasting & scheduling eliminates guesswork.
Conversational insights
Analyse customer sentiment at scale, 
and keep tabs on critical phrases and how 
often they occur.
Agent empowerment
Our self-service interface makes it easy 
to enable schedule requests along with shift bidding and trading.
Efficient operations
AI Quality Management allows supervisors to coach at scale, while Workforce Engagement Management (WEM) makes it easy to optimise resource costs with the right mix of agents.

See our AI Quality Management features in action

A laptop screen displaying an agent's dashboard within the RingCentral RingCX app
A female coach viewing the intelligent scoring of agents in the RingCentral RingCX app
AI Quality Management

Automate agent scoring,
coaching, and feedback with AI

Ensure customer satisfaction

Automatically score every customer interaction with AI-powered scorecards. Managers can view scorecards at a glance, and dive into the details of each individual conversation.

Improve agent performance

Easily identify performance gaps by leveraging scorecards, summaries, transcripts, and recordings of every customer interaction.

Provide targeted agent development

Leverage coaching insights to provide customised agent training plans based on AI insights.
CONVERSATION ANALYTICS

Get a complete view of every
customer interaction

Drill into rich business insights

Use built-in insights to better understand customer interactions, coach agents on performance improvements, and help influence revenue across your entire organisation.

Track live customer sentiment

Easily identify areas of improvement with customer sentiment analysis and key moments.

Quickly surface trends and topics

Keep a finger on the pulse of your contact centre by tracking keywords, competitive mentions, and common objections.
A 3D representation of the Sentiment Analysis feature in the RingCentral app
A woman viewing a schedule on her mobile phone
WORKFORCE MANAGEMENT

Maximise operational efficiency

Optimise resource planning

Create balance across your contact centre and always have the right mix of available agents with AI-driven forecasting.

Empower every agent

Boost employee satisfaction and reduce turnover by giving agents a voice in 
managing their schedules.

Manage real-time schedule adherence

Track real-time adherence & interaction volume, and make changes to resourcing to maintain service-level targets.

 Take a quick tour of our agent workspace

Experience our AI-powered contact centre in action, and see how easy it is to create the best customer experiences.
A laptop screen displaying an agent's dashboard within the RingCentral RingCX app

Explore all our customer service solutions

A male agent interacting with a client from a live chat app powered by the RingCentral RingCX app
RingCX
Effortless customer experiences, powered by AI
Easily manage agents, coach performance, and improve customer satisfaction with every interaction.
A male agent interacting with a client from a live chat app powered by the RingCentral RingCX app
Omnichannel
Stay connected to customers across 
20+ digital channels
Meet your customers on their channel of choice.

A contact center agent utilizing an agent scripting tool to provide travel-related support to a customer
Outbound
Drive sales performance
& empower your agents 
Sell, collect, and proactively support with dynamic outbound contact centre and campaign management.
Create effortless customer experiences
with AI
Experience our AI-powered contact centre in action.