RingCentral, a top player in AI-driven business communications, launched new offerings. These solutions aim to meet the growing need for integrated customer engagement. They combine Unified Communications as a Service (UCaaS) with Contact Center as a Service (CCaaS).
The company introduced its new Customer Engagement (CE) Bundle, which combines the full capabilities of RingEX™ with advanced SMS and call queue features in one simple, cost-effective package. This new solution is purpose-built for organizations seeking enhanced customer interaction tools without the complexity or overhead of a full-scale contact center.
By unifying business communication and customer engagement features, RingCentral is empowering organizations to connect more efficiently, resolve issues faster, and deliver more personalized experiences – all within a single platform.
“Over a million users rely on RingCentral RingEX as a lightweight contact center, enabling employees to respond to customers alongside everyday work,” said Kira Makagon, President & COO, RingCentral. “The future is customer-centric – uniting AI, unified communications, and contact center capabilities. With the Customer Engagement Bundle, we’re empowering every organization to deliver experiences that build loyalty, boost efficiency, and drive growth.”
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What Is the RingEX Customer Engagement Bundle?
The Customer Engagement (CE) Bundle lets businesses respond quickly to customer chats. This means they don’t have to rely on a full contact center. It includes powerful new tools for RingEX™, such as:
Intelligent Call Queue Management: Shows estimated wait times and offers callback options. This reduces abandonment and boosts customer satisfaction.
Shared SMS Inbox: Allows teams to manage incoming texts together. With AI Writer, teams can respond faster and smarter, ensuring no message is missed.
Reply Templates and SMS Compliance – Ensures quick, consistent, and compliant customer communications.
Real-Time Reporting and Analytics – Gives managers live visibility into queue performance to maintain consistently high-quality experiences.
“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.”
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