Every month, RingCX Unlocked gives us a chance to walk customers through the latest RingCX updates and show how we’re building a more intelligent, connected contact center experience.

In our latest session, we focused on AI for RingCX and how it helps contact centers address everyday challenges like long wrap-up times, inconsistent answers, missed coaching moments, and limited visibility across customer conversations.

Our goal at RingCentral is to help contact centers capture the value in every conversation. That means giving agents support while the interaction is happening, helping supervisors identify where quality or risk needs attention, and making it easier for leaders to act on customer insights across channels.

AI for RingCX: built for every stage of the conversation

Agentic voice AI helps contact centers move beyond basic, one-step automation. It can support multi-step workflows, keep context connected across interactions, and reduce the manual handoffs that frustrate customers and slow agents down.

RingCX brings AI into every stage of the conversation through three core capabilities: automate, assist, and analyze.

  • Automate: Give customers timely help during peak volume, after hours, or when a request does not need a live agent. Our Intelligent Virtual Agents are fit-to-purpose 24/7 agents for common questions, routing, and routine service needs. For requests with multiple steps, AI Representative (AIR Pro) is a voice-first, omnichannel AI agent that helps carry context across channels and keep the customer journey moving.
  • Assist: Keep agents focused on the customer, not on searching across systems. AI Agent Assist provides real-time agent guidance during live conversations, while AI Supervisor Assist delivers real-time alerts with context so supervisors know when a conversation may need coaching, escalation, or support.
  • Analyze: See what is happening across the contact center without manually reviewing every interaction. RingWEM brings together AI Quality Management, AI Interaction Analytics, AI Workforce Management, and Screen Recording to help supervisors review quality, find patterns, coach agents, and make better staffing decisions.

And because AI is becoming part of how contact centers manage customer experience, trust has to come first. Here at RingCentral, trustworthy AI means protecting our customers and their data while maintaining our commitment to privacy, security, and transparency at every touchpoint.

RingCX sentiment analysis

AIR Pro: Powering the agentic customer experience

In a contact center, many customer requests require more than one step. A customer may need to verify details, update a record, schedule a follow-up, or reach the right team without repeating the same information. When those steps depend on different systems or departments, service slows down and agents spend more time coordinating than helping.

AI Representative (AIR Pro) helps reduce that friction. It’s a voice-first, omnichannel AI agent built to support multi-step customer journeys across voice and digital channels.

AIR Pro powers the agentic customer experience by helping your business:

  • Complete more customer tasks: AIR Pro supports inbound and outbound conversations across voice and digital channels, helping customers move from request to next step without starting over.
  • Serve customers in the language and channel they prefer: Multi-language support and multi-modal conversational experiences help teams support customers across different channels, languages, and needs.
  • Handle workflows, not just questions: Reasoning and planning help AIR Pro support multi-step workflows, such as collecting information, checking status, triggering follow-up, or routing with context.
  • Build AI agents faster: Orchestration Studio, AI Skill Templates, and Knowledge & Action Manager help teams create and manage AI agents with less technical lift.
  • Connect to your business systems: Hundreds of integrations, APIs, and business actions help AIR Pro work with the tools your teams already use to update records, create cases, or trigger next steps.
  • Control what AI can do: Access controls and guardrails help define which actions AI agents can take, when they escalate, and who can manage them.
  • Track performance: Analytics, transcript history, and a real-time ROI calculator help teams understand usage, outcomes, and opportunities to improve.

RingCX unhold feature

AIR Pro brings vertical-ready AI to industry workflows

At RingCentral, vertical-readiness is about shortening the path from AI strategy to business impact. Instead of asking teams to build every workflow from the ground up, our goal is to deliver industry-specific AI agents, skills, and integrations that reflect how work actually gets done in each sector.

Healthcare is our first industry-specific application of AIR Pro, with more verticals planned for future rollout.

AIR Pro for Healthcare helps teams:

  • Automate high-volume patient workflows, including routing, scheduling, check-in, insurance, billing, intake, basic triage, and contextual transfer to live agents.
  • Connect to 80+ EHR and healthcare management systems, including Epic, Oracle Health, Athenahealth, and eClinicalWorks.
  • Take action in real time, such as updating appointments, creating cases, and capturing intake information.
  • Support regulated environments with HIPAA-ready architecture, secure identity verification, role-based permissions, guardrails, transcript history, conversational analytics, and context preservation during transfer.

What’s new in RingCX RingWEM

Contact center performance depends on three things working together: engaged agents, clear customer insight, and efficient operations. When those areas are managed separately, leaders can miss the patterns that affect service quality, staffing, and customer experience.

RingWEM, RingCentral’s AI-powered Workforce Engagement Management platform, helps bring those pieces together. It gives contact centers a smarter way to connect people, conversation insights, and operational decisions in one place.

Here’s where the latest RingWEM July 2026 updates can make an immediate difference for your team:

  • Spot compliance risk sooner. The new Compliance tab in AI Interaction Analytics Insights helps teams identify potential sensitive data exposure closer to when it happens, instead of waiting for a manual review or audit. This is especially useful for teams handling regulated information across customer conversations.
  • Prioritize the highest-risk conversations first. Sensitive Data Flagging can automatically flag interactions that may involve HIPAA, PCI-DSS, or GDPR data. Severity Filtering helps bring the most critical conversations to the top, so supervisors and compliance teams know where to focus first.
  • Track sensitive data trends over time. PII Trends Over Time helps teams see which types of sensitive information are being mentioned and whether exposure is improving. This gives leaders a clearer way to measure progress, improve coaching, and strengthen compliance processes.
  • Reduce manual user management. RingCX User Sync now automatically syncs RingCX agent and admin records across AI Workforce Management and RingCX core. This includes new user creation, profile updates, and deactivations.
  • Keep workforce data more accurate. With user records syncing automatically, admins spend less time updating systems by hand. Teams can reduce duplicate work, avoid outdated records, and keep workforce planning aligned with the people actually working in RingCX.

RingCX call monitoring feature

What makes the new RingCentral RingCX experience different and better

Our July 2026 RingCX updates are designed around the RingCX User & Admin Experience: how agents manage live calls, how callers move through queues, how admins configure users and numbers, and how leaders review performance.

Each update is built to make everyday contact center work easier to manage:

  • Reduce hold-time blind spots with Hold Timer. Agents can now see the real-time hold duration directly on the keypad once a call is placed on hold. Visual color changes appear when a hold exceeds a set duration, helping agents identify long waits faster and return to customers before frustration builds.
  • Create a more natural queue experience with Queue Position Language Match. Callers waiting in a RingCX queue can hear their position announced in the admin-configured language. Pre-recorded multilingual prompts replace text-to-speech, helping businesses deliver a more localized and professional caller experience.
  • Simplify contact center administration with Unified Admin Portal. RingCentral admins can now manage both RingEX and RingCX from a single admin portal. RingCX configurations are available in a new Contact Center section, including user management, number management, channels, routing, dialing, and more. Admins can also launch RingCX Analytics with one click and manage phone numbers across RingEX and RingCX in one place.
  • Make performance data easier to access with Simplified Reports & Dashboards. RingCX Analytics now includes simplified, pre-built reports focused on core contact center KPIs. These reports are designed for managers, supervisors, team leaders, new admins, and business stakeholders who need a clear view of performance without navigating the full analytics catalog.
  • Connect RingCX to the tools your teams already use. RingCX supports more than 120 pre-built integrations for teams and 500+ APIs for developers. This helps businesses connect RingCX with CRMs, business apps, and custom workflows, so customer engagement data can move across the systems teams use every day.
  • Help Salesforce agents stay focused with AI Agent Assist and scripting in dock mode. The Salesforce CTI Adapter for RingCX now supports AI Agent Assist inside the agent adapter and expanded dock mode panel. Agents can view the RingCX widget, AI guidance, and agent scripts side by side, reducing window switching during live customer conversations. This is available in docked mode only.

What’s ahead for RingCX in 2026 and beyond

Our RingCX roadmap centers on three areas: fit-to-purpose AI, integrated core experiences, and workforce engagement.

Here’s what to look forward to:

  • Smarter AI for live customer interactions: We’re expanding AI support for agents and supervisors, helping teams get timely guidance, spot conversations that need attention, and bring more industry-ready workflows to AIR Pro, including financial services and retail accelerators.
  • A more connected RingCX experience: We’re streamlining how RingCX works across CRM tools, partner solutions, communication channels, and analytics workflows. Upcoming work includes deeper integrations, easier deployment, more mobile access, and smoother coordination between AI-led work and human support.
  • Clearer visibility into service gaps: We’re adding analytics capabilities that help leaders identify where customers may be waiting, dropping off, or missing follow-up, so contact centers can improve response quality across channels.
  • Stronger workforce engagement: We’re continuing to enhance RingWEM across AI Workforce Management, AI Quality Management, and AI Interaction Analytics, with updates that help contact centers improve staffing visibility, support quality reviews, and connect analytics with RingCentral’s AI Virtual Assistant (AVA).

As we look into Q4 2026 and 2027, our focus is clear: make RingCX easier to use, easier to connect, and better equipped to help contact centers deliver consistent customer experiences at scale.

Got more questions about RingCX?

If you want to stay updated on RingCX releases and best practices:

  • Visit Release Notes to review current and past product updates.
  • Read the RingCentral Blog for frequent RingCentral updates, product news, and customer stories.
  • Visit the RingCentral Community to get expert tips and connect with other RingCentral users.

We offer resources to help you configure your environment, understand new features, train your team, and stay current on the latest RingCX updates.

If you’re building your RingCX admin expertise:

  • Get certified as a RingCX Admin through RingCentral University. The RingCX Admin Certification is designed for admins responsible for configuring, managing, and optimizing a RingCX contact center environment.
  • Open the RingCentral desktop or mobile app to access the Help Center, watch how-to videos, see what’s new, and contact support.

Don’t miss the next RingCX Unlocked session

It’s free to attend. Join us for RingCX Unlocked on October 28, 2026.

See the latest features in action with live demos, and bring your questions for our RingCentral Customer Success experts. Get practical tips to improve customer engagement, automate contact center workflows, and get more from RingCX.

About RingCX Unlocked

RingCX Unlocked is RingCentral’s monthly webinar series hosted by the Customer Success team. Whether you’re an admin, user, or just curious about the future of RingCX, it’s a great way to stay up to date with the latest developments. Sessions are free to attend, and recordings are available on demand.

Watch the July 2026 recording

Originally published Sep 25, 2026