Market Overview

RingCentral Announces New Integration Plans with Google Cloud Contact Center AI


(NYSE:RNG), a leading provider of global enterprise cloud
communications and collaboration solutions, today announced plans to
integrate with Google Cloud's new Contact Center AI, a solution that
combines multiple AI products to improve the customer service
experience, as well as the productivity of contact centers.

Google Cloud Contact Center AI is a simple, secure, and flexible
solution that allows enterprises with limited machine learning expertise
to deploy AI in their contact centers. Together, RingCentral and Google
Cloud will collaborate on applying AI in multiple areas of RingCentral
Contact Center, enabling deeper customer engagement and
improving the productivity of agents.

"AI holds a lot of promise in addressing customer needs faster and
helping agents get to customer resolution quickly," said Jim Dvorkin,
Senior Vice President, Contact Centers, at RingCentral. "To make the
contact center experience more relevant and efficient for both customers
and agents, we believe Google Cloud is a great partner to collaborate
with and apply AI in a thoughtful way."

Areas of opportunity for AI in the contact center include customer
interactions and improving the quality and performance of the contact
center. To be successful, AI must be applied in a way that is useful and
predictable while simplifying complex tasks and issue resolution. Sample
use cases leveraging AI insights include:

  • Customer self-service over the web, mobile, and voice
  • Sending conversation context to live agents
  • Real-time agent assistance with article and answer suggestions so
    customer conversations are more meaningful
  • Cross-selling and upselling

"Contact Center AI empowers enterprises to use AI to complement and
enhance their contact centers," said Rajen Sheth, Director of Product
Management at Google Cloud. "Google Cloud's goal is to make it as easy
as possible for our customers to use AI for contact centers through our
relationships with key partners like RingCentral."

Contact Center AI use-case scenarios will be demoed at RingCentral booth
#1426 at Google Next.

To learn about the RingCentral Partner Program, please click here.

About RingCentral

RingCentral, Inc. (NYSE:RNG) is a leading provider of global enterprise
cloud communications and collaboration solutions. More flexible and
cost-effective than legacy on-premises systems, RingCentral empowers
today's mobile and distributed workforce to communicate, collaborate,
and connect from anywhere, on any device. RingCentral unifies voice,
video, team messaging and collaboration, conferencing, online meetings,
and integrated contact center solutions. RingCentral's open platform
integrates with leading business apps and enables customers to easily
customize business workflows. RingCentral is headquartered in Belmont,
California, and has offices around the world.

©2018 RingCentral, Inc. All rights reserved. RingCentral, RingCentral
Contact Center, and the RingCentral logo are trademarks of RingCentral,

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