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.
This allows an approach that shifts from reactive problem-solving to proactive experience management.
Research company IDC sees this move as a pivotal one for contact center operations.
“What we’re seeing is a complete reimagining of the contact center,”
Lou Reinemann, Research Director, AI-Enabled Sales, Customer Services and Contact Center Strategies at IDC, said.
“The ability to understand and visualize the entire customer experience—from initial contact through multiple touchpoints and transfers—is where the real value lies from a customer perspective.
Equally, the ability for the AI Agent Assist to draw from the whole database and the complete customer interaction history is already delivering measurable productivity improvements for early adopters.
“AI Agent and Supervisor Assist have been a game-changer for our customer service team. By cutting call handling times from 10 minutes to just 5 minutes, our agents have been able to double their daily call volume, going from 20 to 40 calls per day,”
Natalie Bolfeta, Office Operations Manager at ClaimSolution Inc., said.
RingCentral’s AI Interaction Analytics, currently in beta testing, analyzes customer interactions to provide sentiment analysis and predictive satisfaction scores.
The system aims to identify potential satisfaction issues before they escalate, providing sentiment analysis and predictive CSAT scores.
Contact center leaders can leverage this to identify and address satisfaction issues before they escalate.
Equally, an Agent Screen Recording feature, also in beta, gives supervisors visibility into agent workflows and customer context.
“We’re excited about Agent Screen Recording because it finally gives our supervisors the complete picture,”
Bobbie Pierson, Vice President, Communications Services at LifeLink Foundation Inc., said.
“Understanding not just what our agents say, but how they work through complex cases will transform our coaching approach. This level of insight will help us deliver even better support to the communities we serve.”
Integrated and AI-Powered: The Compiled Combination
RingCentral positions its platform as an integrated system in which analytics inform AI optimization. AI can then work across your communication setup for added insights.
Combining that with AI Quality Management, adopted by over 50% of RingCX customers since its 2024 launch, can lead to a holistic approach to customer service, where improvement is constantly in motion and derived from the whole dataset across the customer journey.
With its combination of analytics and AI innovations for RingCX, RingCentral is redefining how businesses engage with customers.
For business leaders wrestling with increasing costs to battle declining satisfaction scores, RingCentral’s integrated approach offers a compelling value proposition: the ability to see what’s actually happening across customer touchpoints and apply AI to the whole context, rather than relying on departmental guesswork.
