RingSense latest updates bring new coaching tools, custom workflows to QA

RingSense latest update expands enterprise capabilities 

RingSense, RingCentral’s conversation intelligence solution, is designed to make every conversation count. Our latest updates give your team the insights they need to grow and succeed, without the complexity. From personalized coaching to automated quality checks, we’re making it easier than ever to turn your calls into real business improvements.

Key new features and their unique benefits

1) Powerful new call filtering experience

We’ve given our call filtering system a refresh to make it even easier for you to find exactly the calls that matter most. While filters and saved views have been in the product, we’ve made them more visible and easier to use, and now allow you to pin views. Give it a try on the Calls page.

Why it matters: These improvements make it easier to follow an effective workflow of getting insights from calls and acting on them:

Define & Capture: Use filters to capture groups of calls that you want to monitor. Save this search as a saved view and give it a name (e.g., “Contract negotiation calls over 5 minutes with feature confusion”)

Prioritize: Pin 2-3 views that align with your current improvement focus areas

Monitor: Enable email notifications for your priority views to stay informed of new matching calls

Act & Improve: Review matching calls promptly.  Provide targeted feedback to reps. Update call playbooks based on learnings. Rotate focus areas every few weeks.

2) AI Coaching Insights

Now in closed beta, AI Coaching Insights is designed to offer comprehensive, data-drive insights into your team’s performance each month. Leveraging both quantitative and qualitative metrics, this feature provides:

• Aggregated Monthly Insights: Areas of strength and opportunity for each agent, with examples and explanations, in a format perfect for using in coaching sessions. 
• Customizable Recommendations: Managers or supervisors can edit, add, or hide recommendations as needed, and finalize evaluations that can be sent directly to agents.
• Historical Evaluation Reference: Easily access historical data and evaluations to track progress over time.

These insights are generated during the first week of each month, allowing for timely, actionable coaching plans. 

RingSense examines every call and aggregates themes based on AI-computed speaker metrics (such as sentiment, energy levels, talk-to-listen ratio, and filler words, etc.), scorecards that define what good looks like, and manual feedback given by managers over the previous month. This way, the various aspects of agents’ performance are captured – how engaging they are on calls and how effective in driving successful outcomes.

Why it matters: For managers, AI Coaching Insights delivers significant time savings by automating the leg work of reviewing every call and spot recurring feedback themes. For agents, it makes coaching more targeted and actionable, helping them focus on specific improvements that matter most.

3) Effortless integration with RingSense APIs and Zapier

Bring insights where they’re needed. RingSense API and Zapier integration allow you to get call recording transcripts and summaries into your key business systems. Using the API requires some coding, while Zapier lets you automate workflows in a no code fashion. Trigger alerts in Slack, send action items to project boards, or sync insights with your CRM.

Why it matters: You can now bring RingSense insights directly into the tools your team uses every day. Automate updates, streamline tasks, and make sure everyone has the data they need, right where they need it.

4) Flexible data retention for your specific needs

Define retention periods from a single day to eight years, choosing precisely what to keep—whether media, transcripts, or both. Join our beta today! During the beta period, data retention will be provided at no additional cost. We look forward to collaborating with customers as we move toward product launch in 2025.

Why it matters: Control over data retention means you can meet regulatory requirements without wasting storage on unnecessary data, letting you focus on what’s essential to your business.

Real-world applications, real world benefits

RingSense isn’t your typical conversation intelligence tool. Integrated seamlessly with both RingEX and RingCX, it’s built to get right to the heart of what your team needs, turning conversations into insights that are easy to use and act on. Imagine coaching that’s a bit like a personal guide, giving each team member exactly what they need to grow, all in one place. With customizable settings and powerful automations, RingSense is designed to effortlessly fit into your day, give you visibility into your calls, save you valuable time and let you focus on what matters most.

Originally published Dec 03, 2024