New Customer Engagement Bundle introduces advanced queue management and SMS shared inbox capabilities to power informal contact centers.
The new offering captures growing customer engagement demand at the intersection of Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). Included in this new release are new paid add-ons for RingEX customers that enhance call queue management and expand SMS functionality. Additionally, RingCentral is launching a new Customer Engagement (CE) Bundle, which brings together all capabilities of RingEX™ plus SMS and Call Queue add-ons in one simple package. With CE Bundle, teams can see how voice and SMS interactions are performing in real time so they can keep every customer experience on point.
According to IDC, over half of organizations consider it important for their unified communications solution to have lightweight Informal contact center capabilities embedded in it. By combining calling and team collaboration with customer engagement features, RingCentral is redefining how businesses engage customers across every touchpoint. Together, these solutions help businesses respond faster, improve satisfaction, and strengthen every customer relationship.
“More than one third of RingCentral customers already use RingEX as an informal contact center solution where employees share customer service and sales inbound calls and SMS communication with other activities, unlike traditional contact center agents who handle customer interactions on a dedicated basis,” said Kira Makagon, President & COO, RingCentral. “The future is about helping make every business a customer-centric organization —bringing AI together with unified communications and contact center capabilities. With Customer Engagement Bundle, we’re giving every organization the tools to create experiences that drive loyalty, efficiency, and revenue.”
The challenge: keeping teams aligned and responsive across multiple communication channels without adding complexity or cost.
What is the RingEX Customer Engagement Bundle?
CE Bundle is a purpose-built solution for organizations that can’t afford to miss customer conversations but don’t need the complexity of a full-scale contact center solution. Key features include all capabilities already provided in the RingEX Ultra package, plus:
- Intelligent call queue management provides estimated wait time and convenient callback options, reducing abandonment and creating smoother, more satisfying experiences for customers.
- Shared SMS inbox allows any employee assigned to this Inbox to respond to customer SMS with help of AI Writer, so no customer message is ever missed.
- Reply templates and SMS compliance for faster, consistent responses.
- Real-time reporting and analytics providing managers with live visibility to what is in queue, allowing to deliver consistently good customer experience.
“RingCentral’s CE Bundle exemplifies the integrated UC-CE convergence that IDC identifies as one of the fastest-growing segments in business communications,” said Denise Lund, Research Director, Telecom and Unified Communications, IDC.
“This addresses a critical gap for organizations that need robust customer engagement capabilities without full contact center complexity. This offering also positions RingCentral squarely within the rapidly emerging convergence of UCaaS, CCaaS, CPaaS, and CRM to deliver seamless conversational experiences across all channels and touchpoints.”
Availability
RingCentral CE Bundle is available immediately with flexible options, including CE Bundle, which is RingEX Ultra + SMS Booster + Call Queues Booster or Call Queues Booster for call queue management; SMS Booster for SMS features.
Start turning conversations into outcomes.
Originally published Nov 03, 2025
