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�What’s New in RingCX

April 29, 2025

Sara Hoyt

Customer Success Programs & Enablement Manager

CONFIDENTIAL

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Learn about & select new services

Set-up new services and personalize for your needs

Sales

Onboarding

We are here to help you

Technical Support

24/7 assistance if services are not working as expected

1 (888) 898-4591

Main Menu, Option 1

1 (866) 309-2827

M-F (6am-6pm PST)

1 (888) 898-4591, Option 3

https://support.ringcentral.com

Changes to your account, users, services, contracts and renewals

1 (888) 898-4591, Option 2

customerexperience@ringcentral.com

Training

Success Center

Free training to help you maximize the value of your services

https://university.ringcentral.com

Customer Community

http://community.ringcentral.com

TCR/SMS Registration Support

1 (888) 898-4591 Option 1

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Release Resources

Release Notes - highlights of current and past releases

RingCentral University - free, role-based training

RingCentral Blog for frequent RingCentral updates

RingCentral Community - get expert tips and connect with other RingCentral users

What’s New: Innovation Page - quarterly release videos, blogs, etc.

Help Center on Desktop and Mobile: Easily discover info in the RingCentral app to help you get started, enhance your experience with suggested and new features, get help, and submit feedback.

Get Help

How-to videos

Explore all you can do with RingCentral

What’s new

Contact Support

Suggest a feature

Join our community

… and more!

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RingCentral works where you work

Elevate productivity with over 400 pre-built integrations

Explore your favorite business apps and streamline workflows for efficient business operations.

Add-ins in the spotlight

Embed your favorite products right into the RingCentral application with these popular add-ins.

And enhance your business apps with voice, SMS and AI APIs with RingCentral Developer!

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Recent announcements from RingCentral

Check out our newsroom for more press releases at ringcentral.com/newsroom

Cox Business Launches New Unified Communications Solutions

RingCentral & Cox Business have announced a new partnership to bring advanced communications solutions to customers. These solutions combine Cox’s reliable, high speed connectivity and business solutions with RingCentral’s AI-powered business communications platform. Cox Business Connect with RingCentral will empower businesses of all sizes to transform work experiences and deliver enhanced customer interactions. Cox Business Contact Center with RingCentral will debut later this year.

RingCentral Transforms Customer Communications with New AI Receptionist

Turn missed calls into new customers with AI phone agents built right into RingCentral's secure and reliable business phone system with RingCentral AI Receptionist, an AI phone agent that uses generative AI to automatically answer customer questions and transfer callers to the right place, much like traditional full-time receptionists do. RingCentral AIR™ is embedded into the RingCentral phone system and enables any business to easily deploy this AI call automation solution to transform their business.

Read the full press release here.

AI Momentum and Innovation to Transform Customer Experiences

AI Interaction Analytics, an add-on capability for RingCX customers, designed to provide a comprehensive, always-current ‘AI-based CSAT’ view of customer sentiment.

AI Agent Assist and AI Supervisor Assist, which is now in open beta and will be generally available in the coming months. With real-time, in-call AI assistance for customer service agents, RingCX AI Agent Assist actively listens to customer interactions and offers contextual suggestions, ensuring more accurate, timely, and personalized resolutions.

Read the full press release here.

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Trusted Communications for Everyone

Unify functions Unify experiences Unify intelligence Unify systems

Mobile Workers

Customer Service Teams

Sales Teams

Knowledge Workers

Frontline Workers

Customers

Marketers

Call Center Agents

Sales Leaders

Marketing Teams

RingSense AI

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evolves with you

A platform that

Carrier Grade Reliability & Trust

Global Coverage

Mobile First & Hybrid

Open & Composable Platform

Actionable Analytics

Frontline Worker

Value & Innovation Disruption

Recent RingCentral Innovations

All-in-one App: �Phone, Video, �Messaging, SMS, Fax

Deep Affects Acquisition

Cloud PBX

UC & �Integrated CC

RingSense AI� & AI APIs

RingCX

RingCentral Events

AI Meets Trusted Communications �for Everyone

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Voice

Video

Messaging

Digital

Social

Accelerate

Automate

Across Marketing, Sales, Customer & Employee Communications

Assist

AI-Powered Outputs

Conversational Inputs

Augment

RingSense: Infusing AI Across our Portfolio

RingSense AI

Multimodal

Trusted

Fit-to-purpose

Open

Conversation Data

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Release Terms Quick Guide

Closed Beta

Open Beta

General Availability

Controlled Availability

Feature is released to a targeted audience to gather feedback and make improvements.

A pre-release version of the new feature is available to a targeted group of customers for testing. Improvements still being made.

A pre-release version of the new features is available to all customers for testing.

The feature is ready to go and available to all customers!

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AI for RingCX

RingCX April 2025 Release Overview

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AI Agent Assist for Voice Calls

AI Agent Assist will listen to RingCX calls in real time and generate suggested answers that are relevant to the caller’s intents (based on questions, requests, etc.)

Suggested answers come from your own knowledge base! Your own collection of documents will be uploaded and used to guide your agents in real-time.

Open Beta

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AI Supervisor Assist

Supervisors can now get caught up on live calls quickly with AI-generated Call Notes and Live Transcript!

When a supervisor accesses a call, AI-generated Call Notes and a Live Transcript will be available during voice calls so they can quickly see what has happened without having to actively listen to the call.

Closed Beta

Note: Transcript may be delayed by a few seconds

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AI Interaction Analytics

Transform your customer satisfaction measurement with AI CSAT - the intelligent solution that analyzes 100% of customer interactions.

Get insights into customer satisfaction across every conversation, with detailed breakdowns by agent and team.

No more waiting for customers to fill out surveys, low response rates, or survey bias.

Contact your account team for early access!

Closed Beta

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Omnichannel �AI Quality Management

Expands the automated scoring of AI Quality Management to digital interactions.

Supervisors and quality managers now have a more comprehensive view of performance across channels.

Open Beta

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Analytics

RingCX April 2025 Release Overview

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Agent Screen Recording

Agent screen recording provides an ability to view what their agent sees on-screen during a customer interaction.

Included in the closed beta:

Recording up to 2 agent desktops in high quality.
Configuration in Admin - on Queue/Campaign level.
Voice calls only. Wrap up time included.
Manual pause for compliance purposes - in synch with audio recording.
Audio and screen recordings are synched and merged into a single file.
Access through Interaction Details report.

Closed Beta

Contact your account team for early access to the beta!

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RingCX <> RingEX Reporting

RingCX Analytics will provide a comprehensive report to track the entire lifecycle of customer interactions, from initiation to conclusion, within our RingEX+RingCX solutions.

RingCX reporting will be enhanced by integrating RingEX call segments, making them an integral part of our Report Library to effectively track RingEX / RingCX bidirectional call transfers cradle to grave.

Now in open beta, this update will give admins & supervisors the insight needed to:

optimize workflows
identify pain points
improve response times
ensure high-quality service
enhancing both operational efficiency and customer satisfaction.

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Simplified RingCX Analytics

By introducing two new dashboards, Agent Activity Overview and Contact Center Activity Overview, RingCX data analysis has been streamlined to provide clear, actionable insights with minimal complexity.

These updated views simplify data visualization and reporting, making analytics more accessible for all users, regardless of technical expertise.

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New Analytics Attributes

and Metrics

RingCX Analytics now includes new attributes and metrics to give you the reporting and insights you need to make business decisions and achieve your goals.

New metrics:

CC To UC Transferred Interactions: # of interactions transferred from RingCX to RingEX

UC To CC Transferred Interactions: # of interactions transferred from RingEX to RingCX

Interactions with Agent to Agent Transfers: # of interactions one agent transfers to other agents

Segments with Agent to Agent Transfers: # of segments an agent transferred to other agents

New attributes:

Transfer Type From/To: type of transfers for From/To destination

Transfer Mode From/To: transfer mode for From/To destination

UC DNIS/CC DNIS: RingEX and RingCX user number

UC Details: RingEX participant type information

Screen Recording URL: playback and download a screen recording

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RingSense AI Quality Management

RingCX April 2025 Release Overview

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Expanded Filter Experience

First launched in 2024 on the Interactions page, richer and more intuitive filters are now available on all pages where filters exist, including Trackers.

Users can easily customize their views to show the most relevant information for a more efficient and seamless experience.

Available now!

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Custom Object Mapping

in Salesforce

Seamlessly map call insights to any Salesforce object or field of your choice, allowing you to:

Automate and route data based on your specific business needs
Simplify quality management experience & reporting without data translation
Improve internal handoffs and data consistency

Available now!

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RingCX Admin

RingCX April 2025 Release Overview

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Multilingual Audio Prompts

RingCX accounts now have the option to play voice prompts in the language of the caller, either:

as determined by the account language settings
selected in the IVR

This includes playing prompts in multiple languages.

Configured for each prompt, the system automatically selects the appropriate file associated with the prompt, depending on the language selected for the call.

If a language-specific file is not available, the default version of the prompt will be used.

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CNAM Lookup Function

Find a number’s CNAM from the RingCX Workflow JavaScript interface!

There is a new function, .getCNAM, available for the IVR script block that will return the CNAM name for a given number.

.getCNAM will query the external CNAM database and will return either the 10-digit North American Number Plan numbers returned by getANI() or, makes the ANI available in the international E.164 standard format, if applicable.

This will also allow the IVR script to distinguish an error from an empty name returned if the number is not in the CNAM databases.

April 2025

Learn more

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New Workflow Nodes for

Branch & Category

New Workflow Action Nodes are now available to enhance usability and simplify workflows, reducing the need for JavaScript scripting.

Branch Node: Branch script logic based on conditions set.

Add/Delete Category Nodes: Change interaction categories (also reflected in reporting, alerts, dispositions, routing).

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Agent Availability API

The new Agent Availability API offers real-time visibility into key agent availability metrics for contact center queues available via an external API.

Metrics included are:

Longest Waiting Time
Number of Waiting Interactions
Number of Agents Available
Number of Agents Logged In

Available Now!

Get started with RingCentral Developers!

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New Report an Issue Functionality

Users can now report an issue directly from the RingCX interface or choose RingCX from the Report an Issue form in the RingCentral app.

RingCX logs are now automatically attached, saving you time and improving resolution times.

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Platform & Integrations

RingCX April 2025 Release Overview

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RingCX for Salesforce List Loader

April 2025

Users of the RingCX for Salesforce integration can now upload Salesforce leads directly into RingCX outbound dialer campaigns without ever leaving the Salesforce admin interface.

Salesforce admins can manage and upload Salesforce lead, contact, account, and opportunities records to RingCX for seamless integration and efficient outbound campaign efforts.

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ServiceNow Agent Status Sync

Users of the RingCX for ServiceNow integration can now enjoy agent state sync with ServiceNow digital channels.

Examples of how this sync with work:

If an agent is on a RingCX voice call, they will show as engaged in ServiceNow.
If an agent is on a digital interaction in ServiceNow, they will show as Busy for RingCX voice calls.

This ensures that customers are not experiencing unnecessary wait times or transfers and a smoother agent experience.

Admins can select the most appropriate status between RingCX and ServiceNow states.

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Support ServiceNow

Service Operation Workspace

We are proud to extend RingCX for ServiceNow to support ServiceNow Service Operations Workspace, enabling seamless agent workflows for IT service management and operations teams.

Support for ServiceNow Operation Workspace will include workflow customization and contextual actions and localization, allowing agents to manage customer interactions efficiently without leaving their ServiceNow environment.

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Freshservice

CRM Integration

The new RingCX for Freshservice CRM integration embeds the RingCX omni-channel agent user interface experience into the Freshservice CRM.

This allows agents to effectively handle both voice and digital interactions while remaining within their Freshservice CRM and continuing to handle customer interactions via RingCX.

Additional integration adaptor capabilities include seamless record match, screen pops, record linking, and data memorialization.

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