{"id":75688,"date":"2025-11-04T18:14:10","date_gmt":"2025-11-04T18:14:10","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=75688"},"modified":"2025-11-04T18:14:10","modified_gmt":"2025-11-04T18:14:10","slug":"ringcentral-increases-ai-product-launch-to-beat-100mn-target-before-2026","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/workforce-engagement-management\/ringcentral-increases-ai-product-launch-to-beat-100mn-target-before-2026\/","title":{"rendered":"RingCentral Increases AI\u00a0Product\u00a0Launch\u00a0to Beat $100MN Target Before 2026\u00a0"},"content":{"rendered":"

RingCentral has committed to exceeding its target for annual recurring revenue (ARR) in AI tools following a string of product releases earlier this week.<\/span>\u00a0<\/span><\/p>\n

The cloud-based software company announced<\/a> its third-quarter earnings\u00a0report\u00a0on Monday, revealing strong results across the board.<\/span>\u00a0<\/span><\/p>\n

This has led to ongoing investments into current and future AI products and initiatives.<\/span>\u00a0<\/span><\/p>\n

\u201cWe remain on track to exceed the $100MN in ARR from new products by the end of 2025,” said RingCentral\u00a0CEO,\u00a0<\/b>Vladimir\u00a0<\/b>Shmunis,<\/b> adding: <\/span><\/p>\n

\u201cAdoption of our new AI-led products is broad-based across various customer cohorts, from small businesses to large enterprises.<\/span><\/p><\/blockquote>\n

\u201cOur GSP partners are also beginning to sell these new offerings, expanding our\u00a0reach\u00a0and accelerating adoption.\u201d<\/span>\u00a0<\/span><\/p>\n

This expansion has led the company to roll out multiple AI product releases this week, increasing its customer base by branching out into emerging AI trends. The<\/span> launches are aimed at enhancing communication experiences for both customers and agents.<\/p>\n

This has resulted from an R&D spend of $125MN into its new AI portfolio. The company is already seeing consistent profitable growth, in the hopes of exceeding the year-end ARR target.<\/span>\u00a0<\/span><\/p>\n

RingWEM Adds AI Workforce Tools to Cloud Contact Center<\/h2>\n

On Monday, RingCentral released its latest AI product, RingWEM, an AI-powered workforce engagement management suite designed to enhance its native cloud contact center, RingCX.<\/span>\u00a0<\/span><\/p>\n

The suite offers four capabilities\u00a0to strengthen\u00a0customer experience across\u00a0agent performance, customer satisfaction, and operational efficiencies by using AI-powered insights:<\/span>\u00a0<\/span><\/p>\n

AI Quality Management:\u00a0<\/span><\/b>Designed to give human agents the skills to improve their overall performance, the quality management tool will use personalized customer quality criteria to evaluate and provide extensive insight and feedback on customer calls.<\/span>\u00a0<\/span><\/p>\n

The tool is used to\u00a0analyze\u00a0and\u00a0observe\u00a0full\u00a0customer\u00a0interactions\u00a0and agent workflows, delivering\u00a0focused guidance for reskilling.<\/span>\u00a0<\/span><\/p>\n

Furthermore, the tool offers AI-based coaching recommendations to improve\u00a0agent\u00a0expertise, allowing enterprises to improve their\u00a0workforce by viewing\u00a0their\u00a0agents\u2019\u00a0performance analytics, common communication themes and\u00a0advise\u00a0them on next steps using the\u00a0provided data-driven advice.<\/span>\u00a0<\/span><\/p>\n

AI Workforce Management:\u00a0<\/span><\/b>Used to improve quality in customer service, planning\u00a0for potential challenges,\u00a0and overall efficiency,\u00a0this tool combines precise data forecasting and\u00a0resourceful scheduling to align staff\u00a0with\u00a0probable\u00a0tasks\u00a0to\u00a0tackle\u00a0targeted\u00a0demand.<\/span>\u00a0<\/span><\/p>\n

By using precise data forecasting, the AI workforce management tool can use algorithms\u00a0to\u00a0analyze\u00a0past and current data trends\u00a0and business drivers\u00a0to predict\u00a0the likelihood of contact quantities, allowing\u00a0time for\u00a0agents to\u00a0tackle\u00a0abnormal spikes before they occur.<\/span>\u00a0<\/span><\/p>\n

With intelligent scheduling,\u00a0the workforce tool can generate actionable schedules for agents to follow that include agent preferences, adjustable\u00a0service level actions, and business requirements to keep agents on track with tasks.<\/span>\u00a0<\/span><\/p>\n

These can\u00a0be\u00a0modified\u00a0to fit\u00a0irregular changes in working conditions to ensure that service levels stay the same\u00a0to avoid customer friction.<\/span>\u00a0<\/span><\/p>\n

Additionally, customer agent supervisors can run probable scenarios to\u00a0analyze\u00a0the effectiveness of staff models and company changes before they are implemented.<\/span>\u00a0<\/span><\/p>\n

AI Interaction Analytics:\u00a0<\/span><\/b>This tool provides enterprises with high-level insights into customer satisfaction with interactions, compiling data taken from\u00a0surveys and summaries from the interactions themselves\u00a0to address\u00a0negative customer experiences.<\/span>\u00a0<\/span><\/p>\n

AI Interaction Analytics\u00a0can\u00a0dissect\u00a0customer conversations\u00a0through voice tone,\u00a0language\u00a0preferences, and\u00a0patterns in speech to assess\u00a0satisfaction.<\/span>\u00a0<\/span><\/p>\n

The tool can use this and other conversations to further\u00a0analyze\u00a0key customer trends and\u00a0issues\u00a0as a whole,\u00a0allowing\u00a0businesses to proactively address these concerns before escalation.<\/span>\u00a0<\/span><\/p>\n

Screen Recording:\u00a0<\/span><\/b>Similar to the AI Quality Management capability, this tool allows supervisors to evaluate customer-agent interactions by collectively linking calls and screen recordings for a wider range of information into quality of conversation and workflow efficiency.<\/span>\u00a0<\/span><\/p>\n

These tools can be\u00a0utilized\u00a0to address underlying issues with agent performance and customer satisfaction\u00a0and elevate operations in contact\u00a0centers\u00a0to deliver smarter service.<\/span>\u00a0<\/span><\/p>\n

RingCentral Debuts Agentic Voice AI Suite<\/h2>\n

RingCentral has also released its\u00a0agentic\u00a0voice AI\u00a0communications\u00a0suite,\u00a0encompassing three tools\u00a0that enhance communication\u00a0experiences\u00a0across the lifespan of each customer interaction.<\/span>\u00a0<\/span><\/p>\n

AI Receptionist (AIR):\u00a0<\/span><\/b>Before a conversation\u00a0begins,\u00a0this tool\u00a0ensures that calls are not left unanswered.<\/span>\u00a0<\/span><\/p>\n

Using the voice AI ability to interact with customers, this AI agent can comprehend a customer\u2019s reason for calling, answer questions, hand off real-time interactions to agents with summarized caller context, and identify and log potential opportunities that may require a human agent to follow up. These can help to<\/span>\u00a0avoid customer friction and repeated information.<\/span>\u00a0<\/span><\/p>\n

For scheduling interactions, AIR provides multi-calendar support across a company\u00a0to integrate employee schedules\u00a0and harmonize teams.<\/span>\u00a0<\/span><\/p>\n

Sales opportunities are collected and stored for future use in Salesforce,\u00a0HubSpot, or\u00a0with AIR\u2019s own database.<\/span>\u00a0<\/span><\/p>\n

AIR can also be used on any SIP-based phone, allowing AI customer handling to be dealt with across the cloud, any premises, or hybrid setups.<\/span>\u00a0<\/span><\/p>\n

Brian Tucker, Chief Digital Officer at\u00a0Televero\u00a0Health<\/span><\/b>,\u00a0is a customer of RingCentral\u2019s AIR tool.<\/span>\u00a0<\/span><\/p>\n

He said, “Using RingCentral’s AI Receptionist, the results are undeniable. We saw our monthly appointments increase 14 percent in the first four months, an increase in monthly revenue of over $200,000.<\/span>\u00a0<\/span><\/p>\n

\u201cThat kind of growth and return on investment is exactly what we need.\u201d<\/span><\/p><\/blockquote>\n

AI Virtual Assistant (AVA):\u00a0<\/span><\/b>During a conversation, AVA can provide an agent with real-time assistance across customer interactions by implementing four key capabilities:<\/span>\u00a0<\/span><\/p>\n

    \n
  • Real-Time Calls and Meeting Summaries: Identify the relevant information, questions, and actionable tasks during the span of a call or meeting, generating summaries and highlight reels to allow agents to keep track of the interaction\u2019s objective during the call.<\/span>\u00a0<\/span><\/li>\n
  • AI\u00a0Writer to\u00a0Create and\u00a0Translate\u00a0Communications: This capability can draft, edit, and translate\u00a0conversations in multiple languages, allowing for\u00a0seamless\u00a0and customer-focused messaging.<\/span>\u00a0<\/span><\/li>\n
  • Multi-Use Assistance Across Workflows: By adapting to a user\u2019s communication method, via phone, text, or chat, this tool can provide intelligent prompts and relevant actions for each task.<\/span>\u00a0<\/span><\/li>\n
  • Product Adoption and Feature Discovery: AVA can advise discovery and management methods to improve RingCentral\u2019s overall customer enterprise experience.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n

    Kira\u00a0Makagon, President & COO, RingCentral<\/span><\/b>, explained the value of AVA in an enterprise workflow:<\/span>\u00a0<\/span>\u201cBy putting trusted voice intelligence at employees\u2019 fingertips, AVA makes work more productive and empowering,<\/span><\/p>\n

    \u201cAVA is your personal virtual assistant that enables you to work smarter, faster, and more\u00a0efficiently.\u201d<\/span><\/p><\/blockquote>\n

    AI Conversation Expert (ACE):\u00a0<\/span><\/b>After a conversation, ACE steps in to offer evaluated business insights from these interactions and adds it into one analytics and insights layer for a simplified outlook.<\/span>\u00a0<\/span><\/p>\n

    It\u00a0provides\u00a0real-time insight into current customer satisfaction, trends in revenue, and overall agent team performance,\u00a0giving context to performance data to allow leaders to act quickly.<\/span>\u00a0<\/span><\/p>\n

    When\u00a0requested, ACE\u00a0can turn compound data into written summaries, recommend actions and examples of improvement, and be used an interactive interface to allow leaders to\u00a0inquire related queries with instant results.<\/span>\u00a0<\/span><\/p>\n

    Zach Jecklin, Chief Information Officer at Echo Global Logistics,<\/span><\/b>\u00a0and customer of ACE, uses the tool for improving company knowledge on customer calls and data trends.<\/span>\u00a0<\/span><\/p>\n

    \u201cAI Conversation Expert provides us with the detailed coaching for individual calls, and the dashboard connects the dots by rolling up all that data into a clear, concise view of the major trends impacting the entire business,” Jecklin said. <\/span>\u00a0<\/span><\/p>\n

    \u201cWe used to have call data. Now, we have business intelligence. It\u2019s that simple.\u201d<\/span><\/p><\/blockquote>\n

    RingCentral Pairs New AI Tools with Solid Growth<\/h2>\n

    RingCentral has launched the new AI tools in conjunction with the announcement of its strong third earnings quarter.<\/span>\u00a0<\/span><\/p>\n

    During its earnings call, the company reported a total revenue result of $639MN, seeing a growth of 5 percent from the previous year.<\/span>\u00a0<\/span><\/p>\n

    Subscription revenue also increased, rising by 6 percent to $616MN, with a 23 percent rise of $130MN in free cash flow, which it intends to increase during the rest of the year.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

    RingCentral has committed to exceeding its target for annual recurring revenue (ARR) in AI tools following a string of product releases earlier this week.\u00a0 The cloud-based software company announced its third-quarter earnings\u00a0report\u00a0on Monday, revealing strong results across the board.\u00a0 This has led to ongoing investments into current and future AI products and initiatives.\u00a0 \u201cWe remain […]<\/p>\n","protected":false},"author":11151,"featured_media":75746,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[61096],"class_list":["post-75688","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-workforce-engagement-management","tag-ai-agent","tag-ai-agents","tag-artificial-intelligence","tag-call-recording","tag-cloud-contact-center","tag-conversational-ai","tag-crm","tag-forecasting","tag-hybrid-work","tag-interactive-voice-response","tag-quality-management","tag-sentiment-analysis","tag-user-experience","tag-workforce-engagement-management","tag-workforce-management","tag-workforce-optimization","brands_to_track-ringcentral","editorial_type-news","intent-evaluation","target_audience-dual"],"acf":[],"yoast_head":"\nRingCentral Launches New AI Tools: What You Need to Know - CX Today<\/title>\n<meta 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