Observed Signal · May 8, 2026 · Award · Source: https://martechseries.com/feed/ · Impact: 2/5 · Sentiment: Positive
RingCentral Named Metrigy MetriStar Top Provider 2026
RingCentral announced that its RingCX contact-center platform was named a Metrigy MetriStar Top Provider in 2026 for both Contact Center-as-a-Service (CCaaS) platforms and Workforce Engagement Management (WEM) suites. The recognition, based on ratings from 1,437 global CX leaders in Metrigy’s Customer Experience MetriCast 2026 study, cited RingCentral as the only vendor to lead both reports and highlighted RingCX as a top performer for enabling revenue growth among CCaaS users. RingWEM received the highest overall WEM scores for reliability, analytics and technical features. Metrigy’s research also found AI to be the technology most cited as improving customer service over the prior year, with 85% of surveyed companies increasing AI spending in 2026.
Vendor award confirms RingCentral leadership in AI-powered CCaaS and WEM based on a large Metrigy survey, signaling competitive positioning and customer adoption trends but not an industry-shifting development.
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Key Takeaways & Evidence Grounding
- RingCentral’s RingCX was named Metrigy MetriStar Top Provider for CCaaS Platforms in 2026.
- RingCentral also received Metrigy’s MetriStar Top Provider award for Workforce Engagement Management (WEM) in 2026.
- The awards were based on ratings from 1,437 global CX leaders in Metrigy’s Customer Experience MetriCast 2026 study.
- Metrigy highlighted RingCentral as a top performer for enabling revenue growth among CCaaS platform users.
- Metrigy found 85% of surveyed companies plan to increase AI spending in 2026.
Connected Companies & Entities
3 Entities mappedRelated Market Signals & Shifts
Recent verified developments and strategic activity across this market segment.
RingCentral Named to Business Insider's Most Innovative Businesses 2027
RingCentral, Inc., a leader in AI-powered customer engagement, has been named to Business Insider's America's Most Innovative Businesses 2027 list, produced in partnership with Plant-A Insights Group. The list recognizes publicly traded U.S. companies for strong innovation performance, combining industry reputation, technological impact, and R&D investment. The evaluation reviewed over 4,000 companies, with 500 recognized. RingCentral's inclusion highlights its Agentic Voice AI portfolio and its leadership in AI innovation. The company's President & COO, Kira Makagon, commented on the recognition, emphasizing the transformative potential of Agentic Voice AI in customer engagement.
RingCentral Adds RCS, AI Receptionist and Teams CEB
RingCentral announced a set of product innovations to boost business messaging, AI-driven engagement, and phone capabilities. Key launches include RCS Branded Messaging (verified business identity in native messaging apps), expanded international SMS (UK/Australia plus support for SMS notifications to 190 countries with alphanumeric sender IDs), Enterprise Branded Calling, and an expanded AI Receptionist (AIR) that now operates across shared SMS inboxes and call queues. RingCentral also introduced a Customer Engagement Bundle (CEB) for Microsoft Teams that embeds voice, SMS, intelligent routing and AI insights natively inside Teams, plus Operator Connect for Microsoft Teams covering 46 countries. The company and third-party analysts highlighted higher trust, improved answer rates and reduced missed interactions as expected outcomes for organizations using these capabilities.
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.
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