RingCentral Market Leader Q & A

1.What AI use cases in enterprise collaboration/CX are delivering ROI today?

AI isn’t just answering questions anymore—it’s transforming CX by enhancing efficiency, scalability, and customer satisfaction.

Specific use cases include:

1) Intelligent Virtual Agents (IVAs) help manage sudden service demand spikes by handling routine inquiries, allowing human agents to focus on complex issues. This reduces wait times, improves service continuity, and minimizes frustration.

2) AI Agent Assist tools boost first-call resolution by predicting customer needs, providing real-time guidance, and ensuring seamless omnichannel experiences. In RingCentral’s State of AI in Business Communications report, 100% of contact center leaders using conversational AI reported faster resolution times and improved satisfaction.

2. Should enterprises converge their UC and contact centers on a single platform, and if so, why?

Converging UCaaS and CCaaS to a single platform bridges customer and employee communication gaps and meets customers where they are–on the channels they’re currently using.

Well-integrated UCaaS and CCaaS solutions enable positive customer and agent experiences and optimal collaboration among teams, enabling timely and efficient resolution of customer queries and issues.

For example, CCaaS and UCaaS combined through RingCentral is yielding impressive results, with analysts seeing the following:

• 54% increase in revenue, versus 26% when bought separately
• 37% increase in CSAT, versus 29% when bought separately
• 22% reduction in cost
• 8.5% improvement in First Call Resolution (FCR), versus 3% when bought separately.

3. What trends are you highlighting at Enterprise Connect 2025?

At Enterprise Connect, we will be showcasing our entire AI-powered business communications portfolio. Of particular note is our newly launched RingCentral AI Receptionist, the first AI phone agent fully embedded into a business phone system. We will also be highlighting the advancements we’ve made in our RingCX solution when it comes to AI. Overall, we are focused on driving intelligent, connected experiences for our customers - helping them solve real world problems more efficiently with AI, and enabling them to service their customers more effectively with modern, AI-first CX solutions.