ringcentral/ringcentral-ace
ACE provides complete visibility into customer calls, meetings, and digital interactions. Managers can compare agent performance and turn quality metrics into targeted, evidence-based coaching backed by real interaction data. Executives gain clear foresight into key trends, competitor activity, churn risks, and customer satisfaction across all conversations.
Gain actionable business insights from customer conversations. Analyze call volume, duration, direction, queues, dispositions, categories, tracked topics, follow-up completion, listening activity, and operational trends. Use for questions about call activity, how it is distributed, and how it changes over time.
Discover the features, data, and capabilities relevant to your role. Explore the trackers, scorecards, call categories, teams, signal topics, surveys, integrations, and organizational configuration available in ACE. Use when someone is getting started, exploring available data, or needs help choosing the right ACE analysis.
Walk into every customer call prepared. Build executive, manager, and voice-of-customer briefs; prepare for upcoming conversations; recap completed calls; capture next steps and sentiment; and find the calls that support a claim. Use when someone needs context before or after a customer conversation.
Identify account risks and opportunities early. Analyze competitor activity, churn and retention risk, promotion response, appointment outcomes, objections, and stalled customer activity. Use when someone needs to understand revenue risk, customer attrition, competitive pressure, or why an account has gone quiet.
Find who needs coaching—and what to coach them on. Compare and rank agents or teams, and build coaching reviews using QA scores, AI scores, talk behavior, customer interactions, and development plans. Use for performance comparisons, coaching evidence, benchmarks, and improvement opportunities.
Know what your customers really think. Analyze CSAT, sentiment, satisfaction drivers, first-contact resolution, issue resolution, customer pain points, and recurring complaint categories. Use when someone wants to understand customer experience, satisfaction changes, unresolved issues, or sources of frustration.