BT and RingCentral, Inc. have announced the launch of Cloud Work RingCX, an artificial intelligence (AI)-powered, cloud-based contact center platform designed to streamline and elevate customer interactions across voice and digital channels.
Tailored for corporate and public sector organizations, the platform integrates voice calls with over 20 messaging channels, offering businesses unparalleled flexibility and ease in engaging with customers across various communication methods.
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A Unified Solution for Seamless Communication
Cloud Work RingCX allows organizations to quickly scale their contact center operations while ensuring top-tier service quality in a digital-first environment. By combining traditional voice communication with emerging digital channels, the platform helps businesses efficiently manage customer interactions, reducing friction and enhancing the overall customer experience. The solution will expand to small- and medium-sized enterprises (SMEs) in the coming months, making it BT’s primary cloud contact center offering for this segment.
The platform integrates seamlessly with BT Cloud Work, BT’s unified communications service, enabling agents to manage various communication methods from a single platform. This smooth integration enhances both front-office and back-office operations, making it easier for businesses to handle interactions efficiently and reduce operational complexity.
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AI-Driven Efficiency and Enhanced Customer Engagement
With the power of AI at its core, Cloud Work RingCX enables businesses to elevate customer engagement and optimize performance. The platform ensures quick and personalized responses by allowing organizations to select the ideal communication channels—phone, video, or messaging apps—based on customer preferences. This approach accelerates issue resolution, boosts customer satisfaction, and strengthens loyalty.
Real-time support and insights enable quicker and more accurate issue resolution. Supervisors can track team performance, identify areas for improvement, and provide targeted coaching, enhancing service delivery and overall customer satisfaction.
Cloud Work RingCX is designed to be scalable, providing the flexibility to grow with an organization’s needs. By integrating voice, video, and digital messaging into one platform, businesses can meet the expectations of today’s digitally savvy customers while maintaining high operational efficiency.
