RingCentral Highlights AI Momentum and Innovation that Transforms Customer Experiences

RingCentral, Inc. (NYSE:RNG), a global leader in AI-powered trusted business communications, today kicked off its showcase at Enterprise Connect 2025 in Orlando, highlighting AI momentum and innovation that transforms customer experiences.

"At RingCentral, we've been on a journey for the past 25 years transforming the way businesses communicate and engage their customers. Now with AI, we're reinventing customer interactions, at every stage of the customer journey – making them more intelligent, connected, and effortless," said Vlad Shmunis, Founder, Chairman, and CEO of RingCentral. "AI Receptionist (AIR) represents the next evolution of RingCentral where we can leverage our expertise in advanced voice together with Gen AI to unleash unprecedented business value for our customers."

AI Receptionist (AIR) Updates

Since its announcement a few weeks ago, RingCentral is seeing rapid adoption of RingCentral AIR™, with more than 200 customers already live. Across industries such as security services, hospitality, legal, and many others, RingCentral AIR is democratizing AI for businesses by providing a ‘digital employee' that will:

• Answer calls instantly and engage in natural conversations
• Handle routine inquiries without requiring human intervention
• Intelligently route complex calls to the right person
• Schedule appointments and send follow-up via SMS

Recognized as a ‘Best of Show' finalist by Enterprise Connect ‘25, this new AI phone agent is capturing the imagination of businesses of all sizes that are applying the solution across a variety of use cases, such as a front desk receptionist, sales development representative (SDR) and customer service representative. RingCentral AIR is generating favorable response from businesses who are experiencing the benefits, and seeing first-hand how easy it is to set up, manage, and use — leveraging RingCentral's AIR Studio to very quickly configure and test AI phone agents.

"We're seeing very noticeable efficiency gains. RingCentral AI Receptionist saves each employee 50% in time spent on inbound calls. We've turned those saved hours into revenue-generating activities," said April Chastain, Director of Operations at Owen Security. "Now our team can focus more on lead generation and client follow-ups, all without adding headcount."

"The signups of the AI Receptionist (AIR) early access program have been very strong," said Jim Dvorkin, SVP of Customer Experience Products at RingCentral. "RingCentral AIR was built to be fit for purpose and out of the box, making it easy to deploy, easy to use, and easy to maintain. The demand shows there's incredible excitement among organizations across a wide variety of vertical industries and roles that see the opportunity to augment their workforce with digital employees, and address common issues related to missed calls and limited staffing."

"Every tech vendor today is embarking on an AI journey. What truly matters is how these solutions are integrated into real-world applications to solve specific business challenges, drive innovation, and deliver tangible value to customers. It's not just about having AI, but about leveraging it effectively to create meaningful impact," said Roopam Jain, Vice President of Research, Information and Communications Technologies at Frost & Sullivan. "RingCentral's foray into Agentic AI with the recently announced RingCentral AIR exemplifies this approach."

RingCentral AIR is currently in controlled availability, and has new introductory pricing, announced at Enterprise Connect, starting at $30.

RingCX Momentum and Enhancing Customer Outcomes with AI

Since its general availability a little more than a year ago, RingCentral has already signed up more than 700 RingCX™ business customers, as of the end of Q4 2024. Businesses are choosing RingCX to enable effortless and intelligent customer service. As an AI-powered CCaaS solution, RingCX can transcribe and summarize customer communications across channels, providing visibility into every touchpoint – no matter the channel. This allows contact center agents to take tangible steps to ensure each interaction builds on previous ones, delivering a consistently satisfying experience. It also provides contact center supervisors with visibility into agent interactions with add-on AI Quality Management capabilities. Chosen by more than 50% of RingCX customers as of the end of Q4 2024, AI Quality Management with RingCX gives businesses a powerful way to monitor performance and analyze customer satisfaction at scale.

"RingCX has helped make our customer care coordination team so much more efficient and responsive. Our average call-handle time has dropped by 25% on each call. Plus, with RingCX's built-in AI to summarize and document every call, our agents save more than 50% of their after-call work, allowing them to help more patients," said Max Tselevich, Founder and CEO of The Doctor, one of Southern California's most highly sought-after healthcare practices, offering an integrative approach to medicine.

At Enterprise Connect, RingCentral announced two AI solutions for RingCX customers. The first is AI Interaction Analytics, an add-on capability for RingCX customers, designed to provide a comprehensive, always-current ‘AI-based CSAT' view of customer sentiment that reflects the actual customer journey and experience of a customer. AI Interaction Analytics analyzes 100% of customer interactions and infers CSAT scores based on context and sentiment analysis. It presents key metrics through a comprehensive dashboard, visualizing customer satisfaction, factors influencing CSAT, and agent-specific scores. This powerful analytics solution also complements AI Quality Management, thereby enabling continuous CSAT improvement with personalized coaching insights for agents and managers. This approach to ‘AI-based CSAT' reinvents the way CSAT scores are typically assessed – through post-interaction surveys that often measure less than 2% of interactions, based on industry average. AI Interaction Analytics will be available in beta in Q2'25, with general availability to follow.

The second RingCX highlight is an update on AI Agent Assist and AI Supervisor Assist, which is now in open beta and will be generally available in the coming months. With real-time, in-call AI assistance for customer service agents, RingCX AI Agent Assist actively listens to customer interactions and offers contextual suggestions, ensuring more accurate, timely, and personalized resolutions. As an example, AI Agent Assist within RingCentral's own contact center is helping to reduce call handle times by 20%. Other customers have reported 10-20% improvements within the first weeks of using the product. AI Agent Assist can incorporate existing company resources—such as documents, websites, and knowledge bases—into its suggestions, continuously improving its effectiveness and reducing resolution time. Similarly, RingCX AI Supervisor Assist monitors customer interactions in real-time, identifying potential issues that require supervisor attention. It proactively alerts supervisors, providing one-click access to detailed transcripts and concise conversation summaries. This enables supervisors to quickly assess situations, determine the best intervention strategies, and effectively support both customers and agents.

"Our focus is addressing real customer needs, driven by continuous feedback and cutting-edge AI advancements," said Kira Makagon, President and COO of RingCentral. "Our latest AI capabilities are designed to provide organizations with greater real-time insight into both customer interactions and agent performance so they can create a win-win situation where customers receive exceptional service and employees are empowered to perform their jobs more effectively."

"With RingCX's AI-powered solutions, organizations can anticipate customer needs, resolve issues faster, and create meaningful connections that drive loyalty," said Jim Lundy, CEO and Lead Analyst, Aragon Research. "RingCentral's latest CX and AI advancements represent a big leap in understanding customer sentiment, and being able to remove customer friction while intelligently transforming the customer journey."

Learn More

To learn more about the latest innovations by RingCentral, join us at Enterprise Connect, March 17 - 20, 2025, at our booth #307 or during our keynote address. Additionally, RingCentral will be hosting a virtual event on March 26th to dive deeper into its AI innovations. Sign up here.

About RingCentral

RingCentral is a global leader in AI-powered trusted business communications, contact center, conversational intelligence, video and hybrid event solutions. RingCentral empowers businesses with conversation intelligence and unlocks rich customer and employee interactions to provide insights and improved business outcomes. With decades of expertise in reliable and secure cloud communications, RingCentral has earned the trust of hundreds of thousands of customers and millions of users worldwide. Visit ringcentral.com to learn more.

©2025 RingCentral, Inc. All rights reserved. RingCentral, RingCentral AI Receptionist, RingCentral AIR, RingCX, and the RingCentral logo are trademarks of RingCentral, Inc.

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