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 -
Product Brief
Unified CX features list -
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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
Across voice, chat, SMS, social media and email
Including Salesforce, Zendesk, ServiceNow and HubSpot
Outbound call center software supports proactive sales, service and engagement strategies with auto dialer and power dialer.
Leverage AI call center software like automated transcripts, sentiment analysis and coaching recommendations. For deeper insights, add AI Quality Management for automated feedback, scoring and coaching opportunities.
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.