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An expanded partnership between Spectrum and RingCentral will bring new tools to Spectrum Business customers, the company announced.
Edited by Brad Randall, Broadband Communities
Spectrum and RingCentral announced this week an expanded partnership that will bring RingCentral’s AI-driven contact center and conversation intelligence tools to Spectrum Business customers nationwide.
In a release provided to Broadband Communities, the companies said the offering, branded “Unified Customer Experience (UCX) with RingCentral,” bundles RingCentral’s RingCX contact center platform and its AI Conversation Expert (ACE) with Spectrum’s managed network and onboarding services. The package is aimed at mid-market and enterprise customers and is designed to unify voice, video and more than 20 digital channels, including SMS, web chat and social media, into a single cloud workspace, the release said.
RingCX is described as an “AI-first omnichannel” contact center that automatically scores all interactions for sentiment and compliance, reducing the need for manual reviews.
ACE, an add-on to Spectrum’s unified communications service, transcribes and analyzes calls and meetings to produce what RingCentral calls “revenue intelligence,” including deal-risk indicators, competitor mentions and sales coaching insights that can be synced to customer relationship management systems.
Keith Dardis, executive vice president of Spectrum Business, framed the move as a response to fragmented tools and inconsistent service: “UCX with RingCentral solves this by offering one cloud-based solution on Spectrum’s network, giving Spectrum Business customers a reliable, unified experience.”
Sandra Krief, RingCentral’s SVP for global service providers, added that embedding intelligence into conversations will also enable “faster resolutions, deeper insights, and measurable business growth.”
Some AI tools assisted in the crafting of this report.
