Observed Signal · Jun 23, 2026 · Product Launch · Source: https://martechseries.com/feed/ · Impact: 3/5 · Sentiment: Positive
RingCentral Expands AIR Pro with Agentic AI
RingCentral announced an expansion of its AIR Pro platform to add agentic AI capabilities across its customer engagement portfolio, showcased at Customer Contact Week Las Vegas 2026. Updates to RingCX include native AI agents embedded in workflows for inbound/outbound voice and digital channels, autonomous outreach, intelligent handoffs carrying full customer context to live agents, an AI-powered workflow builder, and AI-driven analytics via its AI Virtual Assistant (AVA). RingCentral also introduced RingWEM (AI Quality Management, Interaction Analytics, Workforce Management) with live screen monitoring and added WhatsApp Voice support. As of end of Q1 2026, over 1,700 businesses had adopted RingCX (up >70% YoY), with more than half using AI.
Product expansion introduces agentic AI and deeper CX automation within a major B2B communications vendor, accelerating adoption of AI agents in contact centers and affecting CX/MarTech vendor competitive dynamics.
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Key Takeaways & Evidence Grounding
- RingCentral expanded AIR Pro to deliver agentic AI capabilities across its customer engagement portfolio.
- RingCX updates include native AI agents, autonomous outreach, intelligent handoffs, an AI-powered workflow builder, and AI-powered analytics via AVA.
- RingWEM (RingCentral’s WEM solution) now embeds AI Quality Management, AI Interaction Analytics, AI Workforce Management and adds live screen monitoring for supervisors.
- RingCX added WhatsApp Voice support and supports more than 20 digital channels alongside inbound/outbound voice.
- As of end of Q1 2026, more than 1,700 businesses had adopted RingCX, up over 70% year‑over‑year, with more than half utilizing AI.
Connected Companies & Entities
2 Entities mappedOntology Mapping & Concepts
Related Market Signals & Shifts
Recent verified developments and strategic activity across this market segment.
RingCentral Launches AIR Pro: Next-Gen Voice AI Revolution
RingCentral announced AIR Pro, a voice-first, omnichannel agentic AI platform embedded in its business communications and contact center offering. AIR Pro includes a no-code builder called AIR Pro Studio that lets users design, build and deploy voice and digital AI agents using natural language. The platform can recognize intent, authenticate customers, execute multi-step actions autonomously, and supports real-time multilingual switching. AIR Pro is presented as part of RingCentral’s existing AI ecosystem (AIR, AVA, ACE) and is offered with pre-built industry-specific agents, 100+ integrations, analytics, governance controls, and enterprise security features, with initial vertical readiness focused on healthcare. RingCentral executives and customers provided testimonial quotes highlighting ease of configuration and fast time-to-deployment.
RingCentral Expands AI Receptionist with New Channels
RingCentral announced expanded capabilities for its AI Receptionist (AIR), extending the product to shared SMS inboxes and call queues and adding integrations with Shopify, Calendly and WhatsApp. AIR now supports automatic multi-language detection and real-time switching across 10 languages (including English, Spanish, French, Italian, German and Portuguese). The enhancements are offered as part of RingCentral’s Customer Engagement Bundle and aim to automate cross-channel customer interactions, reduce wait times, and scale support without additional headcount. RingCentral says more than 11,800 businesses use AIR. Case studies cited include Keller Interiors (reduced average wait from 12 minutes to 90 seconds and CSAT up 3 points in four months) and Maple Federal Credit Union (90% reduction in hold times). The announcement was published May 8, 2026.
RingCentral Unleashes AI Voice Revolution with OpenAI Partnership
RingCentral announced an integration with OpenAI to power enterprise-grade voice AI, combining RingCentral’s low-latency voice platform with OpenAI frontier models such as GPT-5.2. The collaboration extends RingCentral’s AI Receptionist (AIR) and the new RingCentral AI Virtual Assistant (AVA) to deliver real-time, context-aware voice automation across customer interactions and employee workflows. AVA is currently available to a limited set of customers and RingCentral says AIR reached more than 5,000 customers within two quarters (as of end-September 2025). RingCentral also plans to use ChatGPT Enterprise across its AI roadmap. The company states customer conversations remain governed by its data policies and will not be used to train public models. Executives from RingCentral and OpenAI are quoted emphasizing business outcomes, speed, and secure deployment at scale.
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