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
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
Analyze 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 optimize 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
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.

Coach agents after every interaction

Provide detailed guidance with built-in RingSense AI coaching, as well as supervisor feedback and custom scorecards.
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 organization.

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

Maximize operational efficiency

Optimize resource planning

Create balance across your contact center 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 center 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
A laptop screen displaying an agent's dashboard within the RingCentral RingCX app

Explore all our customer service solutions

The RingCentral RingCX dashboard open in a laptop
The RingCentral RingCX dashboard open in a laptop
RingCX

Effortless customer experiences, powered by AI

Easily manage agents, coach performance, and improve customer satisfaction with every interaction.
A man receiving a voice call in his laptop
A man receiving a voice call in his laptop
OMNICHANNEL

Stay connected to customers across 20+ digital channels

Meet your customers on their channel of choice.
A woman receiving an Agent Assistant suggested answer on her laptop
A woman receiving an Agent Assistant suggested answer on her laptop
OUTBOUND

Drive sales performance & empower your agents

Sell, collect, and proactively support with dynamic outbound contact center and campaign management.
Create effortless customer experiences
with AI
Experience our AI-powered contact center in action.