AI Communications
Contact center leaders have spent the last few years evaluating AI. In that time, the primary question has shifted from “should we deploy AI” to “how do we actually leverage AI along with our people?”
This week at Customer Contact Week (CCW) Las Vegas, we announced the expansion of AIR Pro to deliver new agentic AI capabilities across the RingCentral customer engagement portfolio. Within RingCX, these capabilities enable organizations to seamlessly integrate AI agents into contact center workflows, handling customer interactions end to end, intelligently handing off to human agents when needed, and providing real-time visibility across the board.
Here’s what’s new:
Automated outbound calling with AIR Pro AI agents
In many use cases, outbound calling in most contact centers is a “broadcast and hope” model. A customer missed a payment, so you send a recorded announcement and wait from them to call back. Instead of relying on customers to return your call, with AIR Pro, an AI agent reaches out to a customer and can handle an entire interaction from start to finish.
It monitors real-time data and initiates calls when conditions are met, whether that’s an appointment reminder, a fraud alert, a prescription refill, or an order update. AIR Pro carries the full customer history and CRM data into the conversation, completes the interaction on its own, and hands it off to a human agent if the customer requests one. No manual dialing, and no lost context when the handoff happens.
For collections, retail, healthcare, and financial services teams, this removes a lot of the manual work from outbound campaigns and means customers hear from you at a relevant moment rather than a convenient one.
RingWEM with live screen monitoring
Most quality review happens after the call. A supervisor listens to a call, watches a screen recording, writes up feedback, and the agent hears about it days later.
The Supervisor Dashboard gives supervisors visibility during the call. They can see agent screens in real time, watch how agents work through their tools, and provide coaching suggestions while the conversation is still live. If sentiment drops or a compliance issue comes up, supervisors see it right then and can act on it.
For healthcare and financial services teams, this is especially useful for compliance monitoring during sensitive calls. For newer agents, real-time coaching cuts down ramp time. One supervisor can cover significantly more agents than was practical before.
AI-powered RingCX Analytics: Conversational reporting in seconds
For a new supervisor stepping into RingCX, knowing where to find the right report (or even knowing which reports exist) is critical. AI-powered RingCX Analytics closes that gap.
Instead of navigating menus, supervisors can ask plain language questions (“Which dashboard shows agent performance?”) and get directed to the right place by RingCX’s AI Virtual Assistant (AVA). No configuration, no guesswork.
AI-powered Workflow Builder: From idea to live workflow instantly
RingCX Workflow Studio already lets any operations manager build contact center workflows without writing a single line of code. The AI-powered Workflow Builder takes that a step further. Instead of starting from a blank canvas, you simply describe what you need in plain language, and AVA builds the workflow for you.
The result lands directly in Workflow Studio, ready to review and deploy. Your team can still adjust any branch or logic before going live. This enhancement just means you’re starting from a finished draft instead of spending hours on configuration. For CX teams that need to move fast, it’s the difference between an idea sitting on a whiteboard and a workflow running in production.
WhatsApp Voice support
More than two billion people use WhatsApp as their primary communication channel. When those customers need support, many would rather stay in WhatsApp than dial a phone number or open a separate web chat. The problem has been escalation: when a text conversation needed to move to voice, the context disappeared and the customer had to start over from the beginning.
With WhatsApp Voice in RingCX, customers can move from text to voice without leaving WhatsApp. The agent picks up the call with a complete view of the customer journey, including a summary of each interaction. No starting over. Just a seamless continuation of the previous conversation.
This is particularly relevant for global markets where WhatsApp is the default channel, but it applies anywhere your customers are already using it.
RingWEM: Workforce management built into RingCX
Most contact centers run a separate WFM tool alongside their contact center platform. That means exporting data, syncing schedules, and working with information that’s always slightly behind what’s actually happening in your queues.
RingWEM is built directly into RingCX and runs on the same interaction data as everything else on the platform. Scheduling, forecasting, adherence monitoring, and performance management all draw from the same source. When interaction volume changes, the forecast reflects it. When agent performance data updates, it can feed back into scheduling decisions.
For teams currently paying for a standalone WFM tool, this is a way to consolidate. For any team, it means staffing decisions are based on current data rather than exported reports.
Come see it at CCW
These exciting new RingCX capabilities are currently in beta with general availability in 2H 2026. AI-powered RingCX Analytics and RingWEM with Live Screen Monitoring will go into beta in Q3. If you’re at CCW Las Vegas this week, come find us. If you’re not attending, you can learn more at ringcentral.com/ringcx.
Originally published Jun 23, 2026
