RingCentral has revealed a slew of fresh sales and engagement capabilities for its RingSense for Sales AI-powered solution.
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With the original generative AI (GenAI) and conversational intelligence platform having been launched in March of last year, the solution will now be bolstered by an additional AI coaching dashboard, Microsoft Teams integration, and expanded CRM compatibility,
Dubbed RingSense for Sales 2.0, the company believes that the new features will allow RingCentral to continue “transforming” sales performance and engagement.
In discussing the news, Srini Raghavan – Chief Product Officer at RingCentral – outlined the success that the platform has already achieved:
Our AI-powered platform has supercharged sales teams across verticals, helping to unlock customer insights, reduce administrative burdens, and win more deals.
“We are also seeing great customer traction with customer accounts more than doubling quarter-over-quarter sequentially in Q1 2024 to over 600.”
So, let’s take a closer look at the new 2.0 features tasked with further elevating RingCentral’s Sales offering.
RingSense for Sales 2.0
Despite only being on the market a little over a year, RingSense’s Sales platform has already undergone something of a revamp, in a move that’s indicative of the ever-evolving nature of the AI customer service market.
Chief among the “significant” enhancements that the company is advertising are the following four features:
AI-Powered Coaching Tools
The new coaching and call review dashboard will leverage AI insights to enable managers to set specific coaching goals and identify key opportunities for impactful interactions.
In addition, automated AI scorecards will streamline the feedback process – boosting coaching effectiveness.
Microsoft Teams Integration
RingSense for Sales 2.0 will be able to capture and integrate conversation data from Microsoft Teams, providing a comprehensive view of communication across platforms, thereby aiding in strategic sales planning.
Extended CRM Integrations
The newly expanded CRM integrations will include the likes of Zendesk, Zoho, and Bullhorn, which will enhance the understanding of customer engagement within the sales process.
Sales teams will also gain a clearer view of customer interactions and sales pipeline dynamics by directly connecting conversational insights to CRM records.
Global Reach and Multilingual Support
With new Spanish transcription capabilities and adherence to UK data residency regulations, the company believes that RingSense is now better equipped to meet the diverse needs of global markets.
Jessica Holder, Owner of Eclipse Insurance, discussed how her company has benefited from RingCentral’s Sales solution:
“RingCentral has been our communications lifeline since we were a very small business, and it definitely helped us grow.
And now that we have RingSense – which is like an intelligent set of eyes and ears, always scanning for ways we can improve our sales and service – we’re seeing even more opportunities for growth and expansion.
“RingSense is able to monitor and glean insights from so much data – tone, word choice, energy, sentiment – that it has been able to identify valuable opportunities to improve the agency’s client relations.”
More News from RingCentral
Announced in May of this year, RingCentral revealed that the company has nearly doubled its RingCX customer base in Q1 2024, reaching over 200 customers.
The milestone was discussed during the company’s Q1 earnings call, where EO Vlad Shmunis highlighted the platform’s growth and its expansion into new international markets, as well as expectations for its continued growth throughout the year.
Initially available in the US and Canada, RingCX expanded to the UK, France, Germany, and Australia at the end of March.
Despite the recent market entry, RingCentral has already secured a Q1 deal with Rotherham Metropolitan Borough Council in the UK, involving over 200 RingCX seats and 3,000 RingEX licenses.
Elsewhere, the company made news for the transformation of its MVP platform into “RingEX.”
The new solution will focus on enhancing the employee experience with the help of RingSense AI, as well as boosting organizational efficiency through intelligent conversation technology.
RingSense AI offers features like generative AI conversation searches, real-time call notes, and messaging recaps across meetings, SMS, and phone calls.
Additionally, RingCentral is integrating custom AI into the platform to further improve productivity and collaboration, extending these enhancements to RingCX, RingEX, RingSense for Sales, and RingCentral Events.
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