RingCentral Launches Customer Journey Analytics to Address CX Fragmentation

RingCentral is taking a significant step forward, not just in product, but in philosophy. At CCW Las Vegas 2025, the company announced Customer Journey Analytics and the release of AI Agent Assist, aimed at fixing the most frustrating realities in customer experience: the disconnect between UCaaS and CCaaS, and eliminating fragmentation in the customer journey.

For over a decade, I’ve covered RingCentral through every inflection point. This is not about incremental features. It’s a platform-level integration of context, AI, and insight that redefines how organizations understand and act on customer conversations.

"The contact center industry has been solving problems in isolation for too long. What we're delivering is complete customer intelligence—comprehensive analytics that capture every voice conversation detail. When you can see the full customer journey AND have AI actively improving every interaction in real-time, that's when breakthrough customer experiences happen."

Jim Dvorkin

SVP of Customer Experience Products at RingCentral

Let's Unpack the Launch

From new analytics capabilities to real-time AI assist, each feature is designed to close long-standing gaps between voice, systems, and teams. Here's a breakdown of what was introduced and why it matters:

• Customer Journey Analytics: Preserves full call context across RingCX and RingEX, eliminating data gaps caused by siloed systems. Enables unified customer intelligence across interactions. Also allows for more accurate attribution, better cross-team collaboration, and smoother escalation paths. By capturing conversation continuity, organizations can now identify where handoffs succeed or fail across sales, support, and operations.
• AI Agent Assist (Now available): Acts as a real-time co-pilot for agents by surfacing relevant answers instantly. Early adopters report 50% faster handle times and double productivity.
• AI Interaction Analytics (Beta): Delivers sentiment analysis and predictive CSAT scores across all conversations. Helps identify issues before they escalate.
• Agent Screen Recording (Beta): Gives supervisors detailed visibility into agent workflows, enabling precise coaching based on how agents navigate complex interactions.
• AI Quality Management Integration: RingCentral reports that over 50% of RingCX customers have adopted AI Quality Management since its 2024 release. With the added layer of Customer Journey Analytics, this system now helps organizations identify patterns across entire interaction histories and act on them with greater accuracy. It enables supervisors to generate targeted coaching, monitor the effectiveness of training initiatives, and measure outcomes in real time. While still evolving, this pairing of visibility and feedback marks an important step toward scalable performance management rooted in end-to-end context.

The CXF Take

From a CX architecture standpoint, RingCentral’s latest moves signal a broader shift toward platform unification, where voice, analytics, and AI are no longer standalone modules, but tightly integrated elements of a single operating layer. 

This release doesn’t mark the final destination, but it does offer a glimpse of what the modern CX platform is evolving toward: real-time intelligence grounded in full journey visibility.

RingCentral’s combination of Customer Journey Analytics and embedded AI capabilities helps remove long-standing operational blind spots. Supervisors now get context-aware tools, while frontline teams benefit from faster, more relevant support. It’s not a reinvention of the contact center — it’s a recalibration around intelligence and continuity.

Why This Matters for CX Leaders

Fragmentation has long been the Achilles’ heel of CX.

Customer context disappears across platforms, journeys go unmeasured, and AI tools often operate in isolation. RingCentral’s new approach connects the dots between systems, between teams, and across the full lifecycle of an interaction.

This isn’t about integrating AI into existing workflows. It’s about building CX on a unified data foundation, and that foundation starts with visibility. With this launch, RingCentral positions itself not just as a CCaaS provider but as a true customer intelligence platform for the AI era.

What to Watch Next

For CX leaders and buyers, the most critical signals will come in the months ahead. These are the questions worth tracking:

• Adoption Metrics: Will general availability of Customer Journey Analytics and AI Agent Assist translate to wide-scale deployment beyond early adopters?
• Partner Integration: As RingCX expands through carriers like AT&T and Vodafone, how well will these capabilities travel across global deployments?
• AI Performance at Scale: Can sentiment analysis, predictive CSAT, and quality management features deliver consistent, measurable value in high-volume environments?
• Ecosystem Readiness: How quickly will RingCentral enable tight integrations with third-party CRMs, WEM platforms, and enterprise data ecosystems?

These are the indicators that we'll be watching.