RingCX Integrates AI and Human Agents for Unified Contact Center Management
MarTech Series · 56m ago · 1 min read
What happenedRingCentral's RingCX platform now offers unified management for both AI and human agents in contact centers. It provides supervisors with live oversight, quality scoring, journey analytics, and staffing forecasts for AI agents, enabling them to be managed as a single workforce.
Why it matters for marketersThe integration of AI and human agents into a single managed workforce via platforms like RingCX signals a shift towards AI-driven efficiency in customer engagement. Marketers must now consider how AI agents impact customer journey analytics and overall service quality.
Topics: ai agents, contact center ai, customer engagement, ringcx