Cox Business launches AI contact centre with RingCentral

Cox Business has launched a contact centre product with RingCentral, adding an AI-based customer engagement offering to its portfolio.

Called Cox Business Contact Centre with RingCentral, the product is built on RingCentral's RingCX platform and is aimed at businesses updating their customer service operations. It makes a cloud-based contact centre service available across Cox Business's customer base.

At launch, the service includes AI-powered virtual agents, AI quality management tools, omnichannel engagement and integrations with customer relationship management systems. The platform is designed to bring customer interactions into a single interface for agents, supervisors and administrators.

The omnichannel offering supports more than 20 digital channels, including voice, SMS and Facebook Messenger. CRM integrations are intended to give agents immediate access to customer records and previous interactions while handling enquiries.

The service is aimed at organisations of different sizes, not just large enterprises that have traditionally dominated the contact centre market. Cox Business positions it as a scaled offering that can be deployed without the cost and complexity often associated with larger installations.

AI Features

The virtual agent function provides automated support for routine customer requests at any time of day. Third-party intelligent virtual agent integrations are available at launch, while native AI agent features are planned for later releases.

The quality management tools automate the assessment of customer interactions through scorecards designed to help managers review agent performance. This could shorten coaching cycles and support more consistent service standards.

The product also links to Cox Business Connect with RingCentral, which is based on RingCentral's RingEX platform. That integration is intended to connect contact centre staff with back-office teams through a single administrative environment.

Security and compliance are part of the product's pitch to customers in regulated sectors. The service includes encryption and access controls and meets PCI DSS and HIPAA requirements.

Market Push

The launch expands Cox Business's business-to-business communications and IT offering as telecoms and cloud providers seek more revenue from customer service software. Contact centre systems have become a key battleground as providers add AI tools to automate routine interactions and analyse calls, messages and agent activity.

RingCentral, which sells cloud communications and contact centre software, has been working with service provider partners to distribute its platforms more widely. The arrangement with Cox Business places RingCentral's technology inside a product sold through Cox Business's commercial channels.

Cox Communications operates in more than 30 US states and serves nearly seven million homes and businesses. Through its commercial brands, including Cox Business, Hospitality Network, RapidScale and Segra, it provides services to nearly 370,000 businesses nationwide.

RingCentral positions AI as a central part of its communications strategy across phone, messaging, video and contact centre products. Its portfolio includes voice-based AI agents and software designed to assist staff during customer interactions and analyse exchanges afterwards.

Jeff Breaux, Executive Vice President and Chief Commercial Officer at Cox Communications, said the launch is part of the company's effort to expand the tools available to business customers.

"The launch of Cox Business Contact Centre with RingCentral marks a transformative step for our customers, empowering them to harness the full potential of AI-driven communications and workforce engagement," he said. "We are committed to driving innovation and operational excellence, ensuring our customers are ready for what's next."

Homayoun Razavi, Executive Vice President and General Manager, Global Service Providers at RingCentral, said the deal reflects broader changes in customer communications software.

"AI is fundamentally transforming how businesses engage with their customers-making every interaction smarter, faster and more personalized," he said. "Together with Cox Business, we're bringing that transformation to market with a joint solution that combines intelligent automation, real-time insights and seamless omnichannel experiences to help businesses connect with customers in more meaningful ways at scale."