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The Gist
AI agent expansion. RingCentral adds native AI agents to RingCX workflows.
Workflow automation. Features include autonomous outreach, intelligent handoffs and a no-code builder.
Efficiency gains. Contact center leaders gain automation and analytics depth.
RingCentral on June 23 expanded AIR Pro to deliver agentic AI capabilities across its customer engagement portfolio. The update, unveiled at Customer Contact Week Las Vegas 2026, adds native AI agents, autonomous outreach, intelligent handoffs and new analytics to RingCX.
According to company officials, the enhancements aim to help businesses achieve end-to-end customer resolution while preserving context when conversations transfer to live agents. New capabilities are in beta, with general availability planned for the second half of 2026.
As of Q1 2026, more than 1,700 businesses adopted RingCX — up over 70% year over year — with more than half using AI.
"As a RingCX and AIR Pro customer, we're expanding our use of AI to drive a consistent customer experience while also enabling more automated AI and human interactions. The expansion of AI Agents in RingCX, powered by AIR Pro, is really exciting. We're looking forward to it giving us more control and visibility into deploying AI agents at scale without sacrificing the quality our customers expect. We're early in implementation, and already seeing how AI agents will help us move faster, reduce manual overhead, and deliver a more seamless customer experience." — Jaimie Bell, VP of Client Solutions at Office Gurus
RingCentral Agentic AI Feature Breakdown
RingCentral said these capabilities aim to improve customer resolution and reduce manual overhead:
Capability | Description |
|---|---|
Native AI Agents | Handle inbound/outbound interactions across voice and digital channels |
Autonomous Outreach | AI-initiated outreach triggered by real-time events like payment reminders |
Intelligent Handoffs | AI transfers to live agents with full customer history and CRM data |
AI-Powered Workflow Builder | Natural language interface for building RingCX workflows without coding |
WhatsApp Voice Support | Escalation from WhatsApp messaging to voice within RingCX |
RingCentral's AI-Native Journey
RingCentral has repositioned as an AI-native communications platform over the past year, anchoring its strategy around RingCX. The September 2025 acquisition of CommunityWFM added AI-powered forecasting and real-time adherence monitoring. An extended partnership with NICE in August 2025 deepened CX and EX alignment, and a March 2026 launch with Spectrum bundled RingCX with AI Conversation Expert for mid-market and enterprise customers.
RingCentral reported FY2025 revenue of $2.515 billion (up 5% year over year) and record free cash flow of $530 million, with AI-driven ARR surpassing 10% of total ARR. Q1 2026 delivered a record GAAP operating margin of 7.8%, prompting raised FY2026 revenue guidance of $2.62–$2.64 billion.
Agentic AI Reshapes Contact Centers
Agentic AI is pushing contact centers past scripted chatbots toward autonomous problem-solving — but operationalizing that shift remains uneven.
Adoption Outpaces Integration
According to 2026 benchmarks, 88% of contact centers are deploying AI at scale, yet only about a quarter have integrated it into daily workflows. Most ROI remains locked behind process and governance gaps.
The same data shows 76% of leaders have formalized a human-in-the-loop model, though only 7% of contact centers deliver fully unified omnichannel handoffs.
How Agentic Systems Differ
Unlike traditional chatbots, agentic systems use large action models to perceive issues through multiple data streams — support tickets, purchase history, product usage and real-time system status — then reason about root causes and execute multi-step responses autonomously. Genesys demonstrated this approach by integrating agent-to-agent collaboration and Model Context Protocol support.
Closing the Execution Gap
The defining challenge for CX leaders in late 2026 is closing the distance between technology investment and measurable outcomes. Governance, handoff orchestration and workflow integration remain friction points separating early adopters from organizations realizing material ROI. For teams evaluating CCaaS options, platform-native agentic capabilities are becoming a key differentiator.
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RingCentral Background
RingCentral, founded in 1999 and headquartered in Belmont, Calif., provides cloud-based business communications and contact center solutions, serving more than 500,000 customers globally.
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