Each month, RingCX Unlocked breaks down the latest innovations, feature rollouts, and strategic updates across the RingCX platform helping you transform how your teams engage, perform, and deliver value.

This month’s session highlights a major leap forward moving beyond basic automation into truly agentic and integrated workflows. Missed the live session or want to rewatch? Watch on demand

“Our goal is to make your customer experience smarter, more intuitive, and easier to manage across every interaction.” Sara Hoyt, Sr. Enablement Manager, Customer Success, RingCentral

Meet the speaker

Sara Hoyt, Sr. Enablement Manager, Customer Success, RingCentral

Sara is a Senior Enablement Manager at RingCentral, specializing in customer care workflows, agent efficiency, and product education. In her role, she regularly hosts webinars and training sessions focused on products like RingCX and RingEX.

What we covered: Session highlights

Major announcements from Customer Contact Week (CCW)

In the June edition of What’s New in RingCX, we covered CCW Las Vegas 2026, where we announced new features that help humans and AI agents work better together.

  • Automated outbound calling with AIR Pro AI agents
  • RingWEM integration: live screen monitoring and workforce management built directly into RingCX
  • AI-powered RingCX Analytics: conversational reporting in seconds
  • AI-powered Workflow Builder: from idea to live workflow, instantly
  • WhatsApp Voice support

“RingCentral AI is used to evolve the way RingCX platform can help agents deliver exceptional service with a lot less manual effort.” Sara Hoyt, Sr. Enablement Manager, Customer Success, RingCentral

RingCX capabilities are currently in beta with general availability planned in the second half of this year. AI-powered RingCX analytics and RingWEM with live screen monitoring will be available in Q3. Updates on these webinars in future months.

A note on AI trust and privacy

RingCentral does not train its AI models on customer data, uses industry-recognized models to reduce hallucination risk, and continuously tests for bias and accessibility. Full details are available at the RingCentral Trust Center.

“Everything we build at RingCentral is grounded in trustworthy AI, which means protecting our customers and their data while maintaining our full commitment to privacy, security, and transparency.” Sara Hoyt, Sr. Enablement Manager, Customer Success, RingCentral

Introducing RingCentral’s AI vision for contact centers

One agentic AI platform.
Every interaction.
Unlimited outcomes.

RingCentral’s AI strategy delivers a single, unified agentic AI platform that enhances customer interactions across voice, digital, and social channels by applying the right AI for the right task.

Designed to listen, learn, and take action, this agentic AI enables organizations to elevate customer experiences, boost operational efficiency, and scale outcomes. Rather than replacing human employees, the platform augments them, handling tasks and background processes so teams can focus on higher-value interactions.

RingCentral’s Agentic Voice AI suite for every stage of conversation

AUTOMATE: A dedicated AI agent for every use case

Continuous automation handles routine inquiries across voice and digital channels:

  • Intelligent virtual agents: Purpose-built AI agents provide 24/7 coverage for common customer requests.
  • AI Representative (AIR Pro): Combines voice and omnichannel capabilities into one autonomous agent to maintain availability across call and messaging channels.

ASSIST: Live guidance for agents and supervisors during interactions

RingCentral provides in-the-moment support to reps and team leaders while calls are live:

  • AI agent assist offers real-time response suggestions, compliance checklists, and workflow prompts.
  • AI supervisor assist triggers immediate alerts with call context so managers can step in when support is needed.

ANALYZE: RingWEM unifies quality management, analytics, workforce management, and screen recording

Analyzes every customer interaction by combining four tools into one unified system. This unified approach turns routine call data into clear, actionable intelligence to improve overall workforce performance.

“Our goal is to give you an end-to-end set of tools from the first hello all the way through the post-interaction analysis” Sara Hoyt, Sr. Enablement Manager, Customer Success, RingCentral

What does AIR Pro’s expansion mean for RingCX users?

Now available in RingCX, AIR Pro unifies voice and digital channels into a single system, eliminating the need to manage separate tools. It automatically detects and switches languages mid-conversation, responding directly in the customer’s spoken language. Rather than relying on simple bot flows, the system reasons through complex, multi-step workflows independently. Organizations manage the entire setup through a centralized studio featuring skill templates, safety guardrails, real-time ROI tracking, and built-in integrations.

Three core pillars of AIR Pro

  • Radical simplicity: no code agent building for any team member

AIR Pro lets team members build and deploy AI agents without engineering support. Users state their operational needs, and the platform automatically generates complete specifications. This approach accelerates setup and reduces IT overhead.

  • Vertical readiness: pre-built agents tailored for specific industries

AIR Pro includes pre-built agents and workflows tailored for specific industries. Teams deploy these ready-made setups immediately to automate common customer interactions without starting from scratch.

  • Full autonomy: AI agents complete end-to-end tasks across connected systems

AI agents perform complex, multi-step workflows from start to finish rather than just answering questions. Agents adapt through every customer interaction to increase operational efficiency over time. Built on an open architecture, AIR Pro connects with an organization’s existing software stack.

AIR Pro for Healthcare with pre-built workflows and 100+ native EHR integrations

RingCentral introduces healthcare ready accelerators in AIR Pro, offering pre-built workflows for patient verification, appointment management, records access, billing inquiries, prescription updates, and post-visit follow-ups. The system automates routine administrative tasks securely, allowing medical staff to focus on direct patient care. AIR Pro connects natively with over 100 electronic health record systems including Epic, Cerner, Athenahealth, and eClinicalWorks to manage patient data across existing healthcare systems.

“AIR Pro expands what’s possible with AI automation and setting AIR Pro apart is its ability to reason and plan.” Sara Hoyt, Sr. Enablement Manager, Customer Success, RingCentral

RingCX AI quality management: New unified reporting for human and AI interactions

Now updated AI quality management capabilities in RingCX, extending automated evaluations to virtual receptionist conversations. Supervisors can now analyze virtual agents and human staff in a single reporting view using shared scorecards, trackers, surveys, and dashboards. Combined customer satisfaction analytics benchmark human and AI performance side by side across customer intent, issue type, and satisfaction drivers to pinpoint operational gaps.

Automated report catalog:

  • Raw tracker output report: Displays every tracker hit with its corresponding transcript snippet, speaker identity, and location hit. This breakdown provides direct visibility into the interactions that trigger each tracker.
  • Power skills report: Scores per-interaction performance across empathy, listening, tone, and clarity to measure communication quality across every conversation.
  • Coaching received report: Delivers an agent-centric view of coaching activity so managers can verify that representatives absorb guidance.

AI interaction analytics: New Compliance tab

RingCentral enhances its AI interaction analytics platform with a built-in Compliance tab that automatically flags sensitive data under HIPAA, PCI DSS, and GDPR regulations. Built-in severity filters prioritize high-risk interactions so teams can review urgent issues immediately. Compliance warnings attach directly to call details, data tables, and share dialogs, giving administrators visibility to resolve risk before audits occur.

RingCX admin updates: Screen recording alerts, unified portal, smarter callback previews

Screen recording alerts and agent notifications

Agents will now receive clear notifications directly in the application when screen recording is active. Administrators can configure these notifications within general settings to manage in-app visibility across voice and digital agent views, ensuring compliance with organizational policies and regional regulations.

Digital interaction preservation on agent disconnect

RingCX holds active chat, SMS, email, and digital sessions for a set duration defaulting to one minute if an agent loses connectivity or refreshes a browser. Reconnecting within this window lets the representative resume the conversation seamlessly. If the timer expires, the interaction returns to the queue to protect customer wait times. Administrators can customize this interaction reservation timeout period for each queue.

Unified admin portal for RingEX and RingCX

Administrators can now manage RingEX and RingCX users, channels, and routing from a single unified interface. Centralizing administration across the communications ecosystem streamlines setup workflows and provides one-click access to integrated platform analytics.

Enhanced RingCX callback and campaign analytics

RingCX analytics now introduces a previewing state for voice callback interactions, allowing agents to review customer details before accepting a callback request. Providing pre-call context prevents blind acceptances, ensures smoother digital-to-voice transfers, and improves customer interactions.

The system also distinguishes between voicemail left and automated answering machine connections to deliver precise campaign metrics. Isolating actual message delivery reveals true outbound outreach effectiveness and accurate performance data.

Top questions from the community

Q: Will the unified admin portal support the RingCentral Contact Center?

A: No, it is strictly for unifying RingEX and RingCX.

Q: Will the agentic AI be available for chat?

A: Yes, AIR Pro is built natively as an omnichannel tool covering both voice and digital channels.

Q: Who can we work with to test AIR Pro?

A: Interested accounts must apply via the early access program link for the product team to vet.

Q: Is the General Availability release of AIR Pro planned for Q3 or Q4?

A: A narrowed-down timeline will be shared during next month’s dedicated roadmap review session.

Q: If I enable screen recording for agents, do I get these in the analytics section?

A: Yes, screen recordings attach directly to the interaction details right alongside your voice recordings.

Q: Does RingWEM include a workforce management tool, or should we keep our Collaboro integration?

A: Yes, RingWEM includes a native workforce management tool. The account team can review specific use cases to see if it can replace the third-party tool.

Q: Where do I go to set up screen recording?

A: It is configured directly in the Admin Portal. (Support knowledge-base links were sent as a follow-up).

Q: Are there AI assist features available with CRMs?

A: Certain CRM integrations are optimized heavily for the native RingCX experience; details will be deferred to next month’s roadmap discussion.

One thing to try before next month

  • For Admins: Log into the RingCentral Admin Portal to explore the unified RingEX/RingCX management interface and set up the 1-minute interaction reservation grace period to reduce dropped customer chats.
  • For Supervisors: Check out the new power skills and coaching received reports in AI Quality Management to track agent performance trends.
  • For CX Leaders: Submit an application for the AIR Pro early access program to explore pre-built agentic AI workflows for your specific industry.
  • For Professionals: Complete the free RingCX Admin Certification on RingCentral University to earn a personalized plaque and digital badge.

What’s coming next

Upcoming roadmap webcast: Tune in next month for a detailed Product Roadmap Review covering H2 2026 feature rollouts.

General availability: Look out for Q3/Q4 rollouts of AVA-powered Analytics, Workflow Builder, and WhatsApp Voice.

Don’t miss the next session

RingCX Unlocked: 🗓️Date: July 23, 2026 🕒 Time: 11 am PT | 2 pm ET📍 Where: Register here!

Can’t make it live? Register anyway and you’ll receive the recording.

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 June 2026 recording

Originally published Aug 19, 2026