RingCentral constantly strives to improve the employee and customer experience. Our AI-powered features are designed to transform how organizations operate. Here, we delve into some of these innovations, highlighting their unique abilities to enhance employee efficiency and customer engagement.
1. Real-time AI notes automatically captures your meetings
We’ve all been there – trying to capture every detail in a meeting while also staying engaged in the conversation. It’s like trying to drive a car while writing down directions. Our new AI Notes feature ends this juggling act.
While you focus on the conversation, AI automatically captures key points, decisions, and action items. Sales, and legal teams can give clients their full attention, knowing every preference and requirement is being documented. Support teams can focus on solving customer problems, confident that every detail is being logged for future reference.
Who’s using it:
- Sales and legal teams are documenting client preferences and create action items effortlessly, ensuring swift follow-ups and deal closures.
- Customer support teams can instantly log customer queries and solutions, creating a detailed record that improves service quality over time.
2. SMS enhancements for smarter, more organized text interactions
Text messaging has become a cornerstone of business communication. Whether it’s connecting with clients, following up on a lead, or responding to a customer query, SMS needs to be quick and reliable. RingCentral’s SMS Enhancements give businesses extra tools to make messaging smarter and more streamlined. Features like muting notifications during meetings and naming SMS threads keep things organized and distraction-free.
Imagine being in an important strategy session and not wanting to be interrupted. With RingCentral, you can mute your notifications, yet still make sure critical messages are easily accessible later. For customer service teams, naming and organizing threads means no more hunting for specific conversations—it’s all clean, structured, and ready to use.
Who’s using it:
- Financial executives can mute notifications during important discussions but still rely on the favorites tab to keep essential messages in sight.
- Retail customer service teams can organize SMS threads for individual customers, making it easier to follow up and respond quickly, improving the overall customer experience.
3. Smart automatic call recording: Simplify compliance and enhance interactions
Call recording is often a necessity for businesses, whether for compliance, training, or improving customer service. The challenge? Making sure recordings follow legal guidelines without constantly interrupting the flow of conversations. Smart Automatic Call Recording solves this by automatically detecting state-specific recording requirements based on area codes: playing notifications only to the caller in one-party states, and disabling recording in two-party states to prevent hang-ups. It’s discreet, seamless, and ensures an uninterrupted caller experience.
This intelligent approach serves three critical business needs by automatically managing compliance with state recording laws, reducing hang-ups by eliminating surprise announcements, and preserving natural conversations by minimizing disruptions. No manual intervention needed – the system handles everything in the background.
Who’s using it:
- Law firms can maintain legal compliance by automatically adhering to recording laws in various jurisdictions while documenting important conversations.
- Sales representatives can avoid awkward interruptions during client calls, discreetly managing recording prompts and creating a smoother overall experience.
4. Secure sharing of call recordings: Easy and confidential distribution
Sharing recorded calls can be incredibly useful for training, collaboration, or keeping stakeholders in the loop. However, sharing sensitive information also requires a certain level of care. With RingCentral’s Secure Call Recording feature, distributing content has never been easier—or safer. You can generate secure links that ensure only the people you choose can access the recording, providing peace of mind with every share.
This feature is a game-changer for hybrid or remote teams where having access to the same information is key to staying aligned. It’s also perfect for businesses and organizations that work with external stakeholders, ensuring secure collaboration every time.
Who’s using it:
- Remote teams in global organizations can access recorded meetings they missed due to time zone differences, ensuring everyone stays on the same page.
- Educational institutions can use secure links to provide lecture recordings to students who may have missed a session without compromising data security.
5. AI Writer for team messaging and SMS: Unlock clarity and context with AI-powered writing and translation
Whether you’re refining a draft or creating a new message from scratch, our AI writer ensures every text or chat message is both polished and contextually aware. It supports accurate translations in multiple languages—Chinese, French, English, Spanish, and German—so your team can collaborate seamlessly across borders. With AI on your side, clarity and professionalism are just a prompt away.
Who would use it:
- Team members looking to create or refine messages quickly and accurately.
- Multilingual teams that regularly communicate across different languages.
6. AI-generated team summaries: Stay in the loop
No more scrolling through lengthy chat histories or missing key details. Our AI automatically condenses multiple team messages into easy-to-read bullet points, helping you quickly catch up and respond. With concise summaries at your fingertips, staying aligned and informed has never been simpler.
Who would use it:
- Team members who want to keep up with important conversations without the noise.
- Project leads and managers looking for concise overviews of group chats to make timely decisions.
7. RingSense custom call types: Tailor your call tags to fit your business
Tired of shoehorning your calls into pre-built categories that never fully fit? With Custom Call Types for RingSense, you can define the exact call tags you need. Request your custom tags starting this December, and by Q1 you’ll have a self-service UI that empowers you to classify calls the way you want.
Who’s using it:
- Managers seeking flexible, relevant tags to streamline quality management and scoring.
- End users who want an easier, more intuitive way to classify and organize their calls.
Originally published Dec 18, 2024
