Cox Business Unveils AI-First Contact Center Solution Powered by RingCentral

By
Gerald Baldino
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Cox Business today announced the launch of Cox Business Contact Center with RingCentral.

Cox Business Contact Center with RingCentral is powered by RingCentral’s RingCX, an AI-first, cloud-based customer experience platform designed to simplify the complexity of traditional contact centers. This platform unifies the customer journey in a single AI-powered interface, providing businesses the data and visibility needed to provide the best service every time.

Upon launch, the following capabilities will be available to all customers:

  • AI-Powered virtual agents: Provides 24/7 automated support for routine inquiries, freeing human agents for high-value interactions. The solution launches with third-party Intelligent Virtual Agent (IVA) integration support, with native AI agent capabilities scheduled for upcoming releases.
  • AI quality management: Automates customer interaction evaluations with intelligent scorecards, enabling managers to coach agents faster while maintaining consistent quality standards and improving customer satisfaction at scale.
  • Omnichannel engagement: With more than 20 digital channels ranging from voice to SMS to Facebook Messenger, the platform empowers agents with real-time visibility and historical customer context. This unified approach ensures a frictionless experience for customers, regardless of how or where they choose to engage.
  • Seamless CRM integrations: Bridging the gap between communications and customer data, Cox Business Contact Center with RingCentral syncs directly with leading CRM platforms. Agents gain immediate access to customer history and profiles, allowing for highly personalized and efficient interactions.

Cox Business Contact Center with RingCentral leverages the inherent scalability of RingCX to provide an agile solution that empowers businesses of any size to deploy sophisticated, AI-driven engagement without the enterprise-level overhead.

Cox Business Contact Center with RingCentral also maintains a rigorous focus on security and compliance. With robust encryption and advanced access controls, the solution meets stringent standards, including PCI DSS and HIPAA compliance.