RingCentral was recognized as a Leader or top provider by three independent analyst firms in May 2026. We’re proud to share that RingCentral has been named:

  • A leader in 2026 IDC MarketScape: Worldwide Communications Engagement Platforms
  • A leader in 2026 Omdia Universe: Customer Engagement Platforms
  • A top provider in Metrigy’s Contact Center as a Service (CCaaS) Platforms
  • A top provider in Metrigy Workforce Engagement Management (WEM) Suites research

Recognition across three independent firms in the same quarter doesn’t happen by accident. It reflects something real about how the market is shifting, and the vision we have around delivering the most complete platform for next generation customer engagement.

What the analyst research shows

Three independent analyst firms are tracking the same shift. IDC sees agentic AI and platform consolidation as the forces reshaping customer engagement. Omdia says enterprises are ditching disconnected tools for platforms where communications, data, and AI actually work together. Metrigy looks at what that means in practice: businesses on better-connected platforms are seeing higher revenue, happier customers, and more efficient teams, with customer satisfaction improving the most.

What is agentic voice AI and how does it work?

Agentic voice AI is a class of agentic AI focused on spoken interaction, enabling systems to interpret voice conversations, understand conversational context, ask clarifying questions, and convert live dialogue into structured inputs that workflows and systems can act on. Our agentic voice AI actively fronts, aids, and orchestrates every interaction before, during, and after conversations.

Our portfolio is built around four capabilities that work as a system:

AI Receptionist (AIR) handles interactions before a human ever needs to step in: deployable in minutes, no developers required, works for businesses of any size. It answers inquiries with voice and SMS 24/7, even after hours, integrates directly with call queues, and scales automatically to help businesses never miss a call or text.

AI Representative Pro (AIR Pro), which is in early access availability, goes further: customers describe what they need an AI agent to do, and it builds and runs that workflow for them.

AI Virtual Assistant (AVA) works in real-time alongside your team: live guidance, automated notes, fast and consistent assistance.

AI Conversation Expert (ACE) closes the loop, giving sales, marketing, and operations leaders full visibility of analysis across every customer interaction, flowing directly into CRMs and coaching workflows.

Together, they work as a system that keeps improving: each customer conversation feeds the next one.

How are RingCentral customers using agentic AI?

Businesses finding the most success have connected their customer data tools to support tools. This enables every agent—both human and AI—to have full context into a customer interaction.

Cartelligent, a California-based automotive broker, deployed our entire RCAI portfolio: AIR, AVA, and ACE. Previously, their high-value leads were being routed to an answering service where many calls were dropped. With AIR, they decreased lead abandonment to zero, connecting 100% of live leads during business hours, and achieved an 85% lead-to-signup target. AVA eliminated manual notetaking. ACE delivered visibility and coaching to keep improving. As the result of all three AI solutions working together, they achieved a 9.85 out of 10 customer satisfaction score.

Destination Pet operates 180 pet care facilities nationwide. Without visibility into prior interactions and service history, every call started from scratch. With RingCentral, staff have the full customer picture before a conversation even begins: past visits, preferences, and service history surfaced in real time.

Keller Interiors handles more than 2,000 calls weekly across 52 offices. Every call now routes instantly to the right regional team. Wait times dropped from 12 minutes to 90 seconds, freeing their team to focus on what actually matters.

Engagement value isn’t about how many channels you support. It’s about how much the context is preserved and acted on seamlessly across all channels.

Why a unified customer engagement platform matters now more than ever

The traditional category lines—UCaaS, CCaaS, CPaaS—are dissolving. Customer engagement goes beyond the contact center, and touches every part of an organization.

With the foundation that RingCentral has built over the past two decades and AI embedded across conversations, we’re building something bigger than modes of communication, and revolutionizing next generation customer engagement.

Three independent analyst firms recognized that in the same quarter. To me, that’s not just a moment worth celebrating, it’s a signal about where the market is going and what it’s going to take to lead it. We’re glad to be building exactly that.

Originally published May 12, 2026