RingCentral Adds AI Guidance App for Contact Centre

RingCentral has placed a real-time guidance AI-powered agent solution for contact centre agents and managers in its App Gallery.

The significant listing grants over 400,000 enterprise customers using RingCentral’s enterprise cloud communications and contact centre system rapid access to telesales service Balto and its AI-backed real-time consultation.

Balto is at the forefront of the AI and contact centre market, with over 150 million calls and delivering over 430 million real-time recommendations.

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UCaaS and CCaaS Integration for RingCentral

The app will integrate with RingCentral’s Unified Communications as a Service (UCaaS) platform and Contact Center as a Service (CCaaS). Contact centre customers can access real-time guidance live on a call, supporting agents to deliver appropriate information. Balto’s platform aims to guarantee the quality of calls and convert more while maintaining tight compliance, cutting agent ramp time, and maintaining customer satisfaction.

Jim Dvorkin, Senior Vice President, Customer Engagement at RingCentral, confirmed the AI-based contact centre solution and said: “We are thrilled to offer our customers quick access to and seamless integration with Balto.”

RingCentral continues its strong ties with Balto. The listing in the RingCentral App Gallery comes after recently including the fledgling company as one of the first partners to join its RingCentral Ventures portfolio.

“Balto is transforming how contact centre agents communicate while on the phone, which leads to unbeatable customer experience and bottom-line impact. It’s why we are fully behind Balto as a partner, a customer, and an investor.”

Marc Bernstein, Founder and CEO of Balto, stated: “RingCentral has built an incredible product ecosystem inside of their App Gallery. They have a reputation for phenomenal products and hard-to-beat distribution.” Remarking on the value of the offering, he added:

“RingCentral is the sort of company you want to partner with. Making Balto available in the App Gallery makes our value proposition for RingCentral’s customers even more enticing.”

Conversational AI Blog

Interestingly, to support the inclusion of Balto in its App Gallery — and possibly also as a foretaste of further ways forward for the global business cloud firm — RingCentral has published a blog entitled “Conversational AI & conversation intelligence: An in-depth guide” on its website detailing the difference between AI tools for both customer and employer experience.