That’s a Wrap: RingCentral Contact Center Unlocked 🔓

Frank

Q: Can you confirm whether RingCentral SMS is HIPAA compliant by default, or if enabling it would introduce compliance risk?

A: I assume you are referring to SMS in RingCentral Contact Center (RCCC).  

RCCC SMS traverses multiple network carriers - including NICE CXone aggregator partners - that are outside the CXone boundary. FedRAMP authorization does not apply to them, as they are considered a network carrier (just like voice/phone carriers). These carriers may transmit SMS unencrypted, store CPNI phone metadata, and store SMS message data. It is the customer’s responsibility to follow your policy on proper SMS use

Arvill

Q: Is there a replacement for the Agent for Salesforce agent leg as well? Documentation shows it will be End of Life this year with no replacement announced as of yet?

A: The CXOne Agent Workspace is the latest integrated agent application for SalesForce.  https://help.nicecxone.com/content/agent/cxoneagentembedded/cxoneagentembedded.htm?tocpath=Agents%7CAgent%20Workspace%20(Embedded)%20(Agent%20Embedded)%20%7C_____0

Heather

Q: I have a terrible time with changing/adding campaigns, POC, and new scripting. With the new CXone platform will it be easier to set this all up?

A:  Without knowing your specific challenges Heather, we may not have the best advice here.  If you are working with a Customer or Technical Account Manager, please relay your issues to them – or open a support ticket to assess your issues.  We also have a number of help links and training modules that may address initial questions.

Jody

Q: Earlier, you mentioned automated call scoring. We utilize a proprietary scoring system for assessing our representatives' calls. Is it possible to implement a solution that can integrate our specific scoring criteria for AI-based call evaluation?

A: Yes, custom scoring criteria is supported.

Paul

Q: will the information we put into Knowledge Hub be used to train the AI? we have confidentiality concerns.

A:   The information stored in Knowledge Hub is used by the Autopilot (Amelia/Omelia) and Copilot for Agents to generate AI output. When a user asks a question, a Retrieval-Augmented Generation (RAG) system searches the vector database for relevant knowledge chunks, and the AI generates responses based on that knowledge. Therefore, while the information is not used to train the AI in the traditional sense, it is utilized to provide accurate and relevant responses.