In the rapidly evolving landscape of enterprise AI, a significant transformation is underway. We’re witnessing a shift from basic automation to sophisticated agentic AI capable of understanding, reasoning, and acting autonomously across business systems.

As major enterprise software players stake their claims in this emerging space, a critical question arises: what makes agentic AI truly effective in the enterprise context? At RingCentral, we believe the answer lies in voice intelligence: the richest and most nuanced form of communication data, and a foundational element in the future of agentic AI platforms.

The human voice contains multidimensional data that no other communication medium can match. Beyond the words themselves, voice conveys emotion, intent, urgency, confidence, and countless subtle cues that drive understanding. Consider how work actually gets done in your organization. The most critical business processes don’t just flow through structured databases and predefined workflows—they happen through rich, voice-based interactions:

  • Strategic decisions emerge from nuanced discussions in meetings
  • Customer relationships form through meaningful conversations
  • Team collaboration occurs through synchronous communication
  • Problems get solved through real-time information sharing and feedback

This is why the voice of your business matters and why RingCentral is taking a fundamentally different approach to agentic AI. Rather than treating voice as just another data source or integration point, we’re building our AI architecture on a foundation of voice intelligence—our core strength for over two decades.

Our vision for agentic AI

Our vision is for a voice-first agentic AI platform that leverages RingCentral’s unparalleled expertise in advanced voice technology. Using cutting-edge AI capabilities, agents can truly understand the richest form of human communication across our multimodal platform, which supports text, chat, video, and other digital channel interactions.

AI solutions for every stage of a conversation

RingCentral AI solutions for EX and CX address all stages before, during, and after interactions:

  • AI Assistant for call and meeting summarization
  • RingSense provides AI insights and coaching
  • AI Receptionist, a fit-to-purpose, out of the box, AI voice-first agent to handle inbound calls for businesses.

While we’re proud of our many examples of rapid AI innovation and success that we are seeing with customers—we’re just getting started. We are rapidly evolving into a fully agentic AI platform across our entire portfolio and building a rich ecosystem around it.

What do we mean by agentic?

Agentic AI consists of skills for memory, reasoning, orchestration, and taking actions. Organizations implementing our voice-first agentic AI will be able to expect:

  • Voice-aware support agents that understand customer sentiment and tone to deliver significantly faster resolution of issues with higher CSAT scores by detecting emotional states that text analysis misses entirely;
  • Increased sales conversion rates through AI-enhanced understanding of customer hesitations, enthusiasm, and genuine interest levels;
  • Unparalleled accuracy in predicting customer needs and potential issues before they escalate by analyzing voice patterns across conversations.

Agentic AI is like a digital employee—equipped with memory, reasoning, and the ability to act autonomously, across voice-rich interactions. It will become the underpinning of our AI strategy for addressing vertical industries and role-based use cases, such as for sales, customer service, billing, and more.

The concept of agentic AI is all the buzz in enterprise SaaS businesses, and it seems like everyone is talking about it. But the real differentiator will be platforms that truly understand the human element of business—the complex, nuanced voice communication that drives decisions, builds relationships, and creates value for customers.

By building AI agents on a foundation of voice intelligence, RingCentral isn’t just participating in the agentic AI revolution. We’re charting the course for RingCentral’s next evolution with a human-centered, meaningful AI approach that reflects how work actually gets done.

Originally published May 15, 2025