RingCentral announced a new Customer Journey Analytics platform at CCW Las Vegas '25, addressing a persistent challenge in customer service operations: maintaining context when calls transfer between departments.
"The contact center industry has been solving problems in isolation for too long,"
Jim Dvorkin, SVP of Customer Experience Products at RingCentral, said.
"What we're delivering is complete customer intelligence—comprehensive analytics that capture every voice conversation detail."
The platform connects data from UCaaS and CCaaS environments, providing visibility into complete customer interactions rather than fragmented departmental views.
The company also made its AI Agent Assist capability general available, which improves agents' interactions with customers in contact centers and further aids the handover.
"When you can see the full customer journey and have AI actively improving every interaction in real time, that's when breakthrough customer experiences happen," Dvorkin added.
The developments come as businesses face increasing pressure to deliver consistent customer experiences across multiple touchpoints.
Examining Customer Journey Analytics
Traditional systems often lose customer context during transfers, forcing customers to repeat information and leaving agents without a complete interaction history.
Yet, in a push for agent efficiency, organizations are seeking ways to extract actionable insights from customer data while reducing operational friction between handovers.
This has, however, proven challenging with existing fragmented systems - UCaaS and CCaaS - being siloed systems.
RingCentral's new Customer Journey Analytics platform links the two to bring that insight across systems.
Its approach maintains conversation continuity across touchpoints, whether calls originate in RingCX contact centers and transfer to RingEX specialists or move in the opposite direction.
RingCentral's platform captures detailed metrics for each conversation segment, providing organizations with comprehensive interaction data.
Equally, the general availability of the AI Agent Assist system can provide agents with real-time access to relevant information from organizational knowledge bases, drawing on complete customer interaction history rather than isolated queries.
This journey visibility becomes the data foundation that powers RingCentral's AI capabilities, enabling more precise and impactful AI-driven improvements.
How to Leverage This Integrated Approach
The crux of the Customer Journey Analytics platform is that it enables visibility.
By having information pass through systems, business leaders are able to make more informed decisions about resource allocation, routing strategies, and process optimization based on actual customer journey patterns.
This can help contact center leaders identify bottlenecks in their service processes, understand which interaction paths lead to higher satisfaction scores, and optimize their entire customer service strategy using complete journey data.
