RingCentral Unveils Unified Customer Journey Analytics to Bridge UCaaS and CCaaS Silos
RingCentral has introduced its Customer Journey Analytics solution at CCW Las Vegas 2025, aiming to unify UCaaS and CCaaS platforms for a more connected customer experience. This new capability provides businesses with comprehensive visibility into the end-to-end customer journey, enabling them to analyze both internal collaboration and external customer interactions through a single, integrated dashboard. By consolidating data across communication channels, organizations can identify inefficiencies, optimize service delivery, and improve both employee performance and customer satisfaction.
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The launch also includes enhancements to RingSense AI, delivering conversation intelligence tools that help sales and support teams with features like automated call summaries, coaching recommendations, and CRM integration. Additionally, RingCentral has upgraded its RingCX solution with capabilities tailored for sales teams and expanded support for digital channels. These advancements reflect RingCentral’s continued focus on breaking down silos between communication systems and empowering enterprises to make data-driven decisions that enhance the customer experience. The new solutions are now available to enterprise users and are designed to drive greater operational efficiency, improve responsiveness, and support more personalized engagement across the entire customer lifecycle.
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