en.Wedoany.com Reported - RingCentral announced the expansion of AIR Pro, adding multiple AI capabilities to RingCX, including native AI agents, automated outbound outreach, intelligent handoffs, and an AI-driven workflow builder, helping enterprises achieve end-to-end customer resolution, automated outbound outreach, and intelligent handoffs. These enhancements also strengthen how customer context is captured and passed within RingCX. When a conversation is transferred to a human agent, the agent receives a more complete picture, including past interactions, data from systems connected via APIs, and relevant recordings, without requiring customers to repeat themselves. The context layer continuously self-updates, becoming smarter with each interaction.
Jim Dvorkin, Senior Vice President of Customer Experience Products at RingCentral, stated that RingCentral offers the broadest range of customer interaction solutions, meeting the needs of both informal and formal contact centers. This expansion of AIR Pro and the addition of key updates to RingCX are steps toward the vision of AI agents collaborating with humans. Innovation in RingCX continues to receive positive customer feedback. The addition of native AI agents, along with automated outbound outreach, intelligent handoffs, and an AI-driven workflow builder, helps enterprises improve customer experience and achieve measurable results.
At the 2026 Customer Contact Week in Las Vegas, RingCentral unveiled the following updates: Native AI agents are directly embedded into RingCX workflows, assisting with inbound and outbound interactions across voice and digital channels. For example, enterprises can run end-to-end multi-step workflows, such as confirming appointments, processing verifications, and updating records, all within a single call. Automated outbound outreach leverages AI agents to proactively initiate conversational outreach based on real-time events, such as appointment reminders, payment notifications, and service updates. For instance, when a credit card payment is overdue, AIR Pro calls the customer, confirms the outstanding balance, offers payment options, and processes the payment over the phone. Intelligent handoffs allow AI agents in RingCX to seamlessly transfer conversations to human agents when human judgment or empathy is needed, carrying complete customer history and CRM data, enabling conversations to continue without interruption, repetition, or loss of context. The AI-driven workflow builder is a natural language interface for building RingCX workflows on demand. Customers can prompt commands through RingCX's AI virtual assistant, describe their needs, and it automatically creates the workflow without requiring coding or technical resources. AI-driven RingCX analytics enables business and contact center leaders to ask questions within the RingCX interface via RingCentral's AI virtual assistant to retrieve answers and specific metrics. For example, a newly onboarded supervisor can ask which report to use for viewing agent attendance and performance, and AVA will provide the answer immediately.
RingCentral's native WEM solution, RingWEM, integrates AI quality management, AI interaction analytics, and AI workforce management directly into RingCX, helping enterprises reduce average handle time and improve customer satisfaction without using disparate tool sets. New RingWEM features include RingWEM with real-time screen monitoring, enabling supervisors to understand how agents handle customer interactions and to whisper, coach, or barge in without disrupting the customer experience. For example, it allows supervisors to be present during calls, view the agent's screen in real time, observe how the agent resolves issues, and provide guidance suggestions while the conversation is ongoing.
RingCX supports over 20 digital channels, as well as inbound and outbound voice, enabling agents to manage various customer interactions from a single unified interface. RingCX not only supports WhatsApp messaging but also WhatsApp voice. With WhatsApp voice in RingCX, customers can switch from a messaging conversation to voice without leaving WhatsApp. When an agent answers the call, they can view the complete customer journey, including a summary of each interaction.
Jaimie Bell, Vice President of Customer Solutions at Office Gurus, stated that as a customer of RingCX and AIR Pro, they are expanding their use of AI to deliver consistent customer experiences while achieving more automated AI and human interactions. The expansion of AI agents powered by AIR Pro in RingCX is exciting. They look forward to it providing more control and visibility when deploying large-scale AI agents without sacrificing the quality customers expect. Still in the early stages of implementation, they already see how AI agents will help accelerate speed, reduce manual overhead, and deliver a more seamless customer experience.
As of the end of the first quarter of 2026, over 1,700 enterprises have adopted RingCX, growing more than 70% year-over-year, with over half using AI. RingCX customers have achieved measurable results across various industries. In healthcare, Sun River Health achieved a 95% first-call resolution rate, 25% higher than the industry standard. In entertainment, The Escape Game reduced costs by 50% while increasing bookings by 7%; the San Diego Symphony reduced box office wait times by 95%.
Hayley Sutherland, IDC Conversational AI Analyst, stated that the industry is moving from AI assistants to increasingly autonomous AI agents that can participate in the customer journey alongside human employees. Organizations will need a common framework to manage the performance, quality, analytics, and administration of both, and integrating it natively into the contact center platform is the right approach. RingCentral's direction reflects its commitment to supporting customers with the capabilities needed today while guiding them toward where the market is heading.
Native AI agents and automated outbound outreach in RingCX will be billed on a consumption basis, consistent with AIR Pro pricing. RingWEM with real-time screen monitoring will be priced per seat or included in the RingCX Ultimate tier. The new RingCX features are currently in beta and are expected to be generally available in the second half of 2026. AI-driven RingCX analytics and RingWEM with real-time screen monitoring will launch in the third quarter.
RingCentral is a global leader in AI-driven customer engagement, providing an integrated platform for business phone, messaging, contact center, workforce engagement management, video collaboration, and messaging. Powered by advanced AI capabilities, RingCentral delivers intelligence at every stage of the conversation journey. With RingCentral, enterprises can work smarter, respond faster, and build more meaningful connections with their customers.
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