Unified CX with RingCentral
Unified CX with RingCentral
Unified CX with RingCentral
Connecting teams and customers across interactions
Unified CX with RingCentral provides everything you need to streamline operations, supercharge service and deliver an exceptional customer experience. By pulling all customer interaction history into one place, it enables sales and support teams to collaborate more effectively, respond faster and create more personalized experiences — without juggling multiple tools.
Featured resources
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Product brief
Unified CX with RingCentral -
Guide
What to look for in a modern contact center -
Report
Omdia On the Radar
As customer expectations rise, be ready to meet and exceed them
A unified, integrated view of every customer interaction
UCX with RingCentral automatically pulls every customer's interactions across voice and digital channels into a single workspace, reducing friction and redundant conversations and improving customer satisfaction.
AI-powered insights help teams learn and improve
Resolve issues faster and improve performance with built-in AI tools like automated transcripts, CRM updates, sentiment analysis, real-time coaching and post-interaction analytics.
Seamless to set up and scale, backed by 24/7 support
Our team installs and deploys your new system in weeks, supporting you throughout implementation. Unified CX with RingCentral also runs on our flexible, reliable, high-speed network, which is built for the demands of AI, protected with enterprise-grade security and backed by our industry-leading SLA.
One AI driven platform.
Better experiences.
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Agent Tools
Equip agents with purpose-built tools — all within a single interface:
- Intelligent routing across calls, chats, email and text
- Real-time queue visibility
- Automated call handling including interactive voice response (IVR)
- Integrated collaboration tools
Supervisor tools
Empower supervisors to better coach teams and improve performance:
- Monitor activity
- Manage queues
- Adjust workflows
- Access real-time and historical reporting
Customer journey design
Work with experienced design engineers to align call handling with your business goals:
- Call flows tailored to your organization
- Routing logic directs each interaction
- Engagement models drive desired customer outcomes
- Interactions reach the right resource at the right time
Unified communications foundation
UCX is built upon UC with RingCentral, establishing a common communications foundation and workforce management software enabling:
- Collaboration across internal teams
- Aligned communication experiences organization-wide
- Managed and supported by Spectrum Business
- Cloud contact center solution that is future-proof, scalable and easy to integrate
Key capabilities
Omnichannel digital engagement enables seamless conversations across voice, SMS, chat, email, and social messaging in a single agent experience. By preserving context across channels, agents can deliver faster, more personalized support on the customer’s preferred channel, driving higher satisfaction and more efficient service.
Native CRM integrations connect the contact center with leading CRM platforms, giving agents real-time access to customer data, interaction history, and workflows in one interface. This unified view enables more informed conversations, faster resolution, and improved productivity with greater visibility across the customer journey.
Outbound dialing simplifies high-volume calls with preview, progressive, and predictive dialing built into the contact center. By reducing manual dialing and maximizing talk time, teams can improve connection rates, run more efficient campaigns, and reach more customers while maintaining quality and compliance.
AI-powered insights convert customer interactions into actionable intelligence using automated transcripts, sentiment analysis, and AI-driven coaching recommendations. With optional AI Quality Management, teams can automate evaluations and feedback to improve performance, enable smarter coaching, and gain deeper visibility, without added complexity.
Explore optional features and add-ons
On-demand seats: Will apply when the total number of named or concurrent agents logged into the RingCX contact center exceeds the contracted quantity during a billing period.
|
CHARGE |
CHARGE TYPE |
PRICE |
|---|---|---|
|
Named RingCX seat on-demand |
On-demand |
$95 |
|
Concurrent RingCX seat on-demand |
On-demand |
$115 |
On-demand seat add-ons: Will apply when the contracted named or concurrent agent licenses include the below add-ons, and an on-demand seat is charged during a billing cycle.
|
CHARGE |
CHARGE TYPE |
PRICE |
|---|---|---|
|
Call recording storage - 90 days, per on-demand seat |
On-demand |
$10 |
|
Call recording storage - 1 year, per on-demand seat |
On-demand |
$25 |
|
Call recording storage - 2 years, per on-demand seat |
On-demand |
$35 |
|
Call recording storage - 3 years, per on-demand seat |
On-demand |
$45 |
|
Call recording storage - 4 years, per on-demand seat |
On-demand |
$55 |
|
Call recording storage - 5 years, per on-demand seat |
On-demand |
$65 |
|
Call recording storage - 6 years, per on-demand seat |
On-demand |
$75 |
|
Call recording storage - 7 years, per on-demand seat |
On-demand |
$85 |
|
Call recording storage – 8 years, per on-demand seat |
On-demand |
$95 |
|
RingCX Analytics - Historical Data Retention 2Y per Seat, On-demand |
On-demand |
$30 |
|
RingCX Analytics - Historical Data Retention 3Y per Seat, On-demand |
On-demand |
$45 |
|
RingCX Analytics - Historical Data Retention 4Y per Seat, On-demand |
On-demand |
$60 |
|
RingCX Analytics - Historical Data Retention 5Y per Seat, On-demand |
On-demand |
$75 |
|
RingCX Analytics - Historical Data Retention 6Y per Seat, On-demand |
On-demand |
$90 |
|
RingCX Analytics - Historical Data Retention 7Y per Seat, On-demand |
On-demand |
$105 |
|
Retention 8Y per Seat, On-demand |
On-demand |
$120 |
|
Manual Dial named agent seats, overage per seat |
On-demand |
$10 |
|
Co-Browsing Extension for Web Chat per seat, on-demand |
On-demand |
$15 |
|
Unlimited TF and OB Dialer per seat on demand |
On-demand |
$15 |
Usage: Usage is billed monthly based on the amount of service consumed beyond the contracted amount during the billing cycle.
|
CHARGE |
CHARGE TYPE |
PRICE |
|---|---|---|
|
Automated speech recognition (ASR), per 10 minutes |
Usage |
$.30 |
|
IVR On Demand, per 10 minutes |
Usage |
$.20 |
|
Inbound Toll-Free overage, per 10 minutes |
Usage |
$.14 |
|
Outbound calls via automated dialer overage |
Usage |
$.16 |
|
Disconnect Scrub, per 10 scrubs |
Usage |
$.08 |
|
International Rates |
Usage |
See here |
Local Connect Number Bucket: Overage occurs when customer requests additional telephone numbers from up to 3 area codes; includes 169 telephone numbers.
|
CHARGE |
CHARGE TYPE |
PRICE |
|---|---|---|
|
Local Connect number bucket, overage |
Overage |
$710 |
Delivered by Spectrum Business
Spectrum Business makes unified customer experience a reality. Through superior implementation and managed service experience on a reliable network, our seamless service delivers enterprise contact center solutions ready to meet the unique needs of your business.
- Recognized by Omdia as a MultiCaaS leader, helping customers deploy, manage and scale more easily
- Industry-leading service-level agreements with measurable performance gains
- 24/7 monitoring and 100% US-based support from a single, trusted provider
Frequently Asked Questions
Unified Customer Experience (UCX) is an all-in-one CX platform that offers CCaaS, omnichannel contact center, intelligent routing, call recording, transcription and integrations with third-party systems, such as your CRM. UCX is the outcome customers feel when every interaction with your business feels consistent, connected and effortless because your channels and data work as one.
Call center as a service (CCaaS) is a cloud-based contact center platform that brings voice, SMS, chat, email and sometimes social messaging into one tool with built‑in routing, analytics and integrations.
Interactive Voice Response (IVR) is an automated phone system that answers calls, plays menus and routes callers to the right place using keypad inputs or speech recognition — without needing a live receptionist.
Intelligent routing is the automated way to direct each customer interaction — calls, chats, emails, texts — to the best available resource based on rules and real‑time data, not just “first come, first served.” It reduces transfers and wait time by matching the customer’s need and context to the right agent, queue or self‑service option.
Omnichannel customer engagement is the practice of serving customers seamlessly across all channels — phone, email, chat/SMS, social, web and in‑person — while keeping their context, history and preferences unified, so every interaction feels continuous.