Missed Our "Unlocked: RingCentral Contact Center Powered by NICE" 26.3 Webinar? Watch the Replay & Discover What’s New!

A huge thank you to everyone who joined us for our RingCentral Contact Center (RCCC) 26.3 Customer Release Webinar hosted by Enablement Principal Laura Grubb and Director of Product Marketing Andy Watson! We love seeing our community connect, ask great questions, and share insights.

If you couldn't make it to the live session, don't worry—we’ve got you covered! Watch the full recording here and download the presentation deck at the bottom to get the full details of the 26.3 release!

Here is a quick recap of the major highlights and feature releases from 26.3:

🚀Key Highlights & New Features

🌎 Engagement Orchestration Goes Global

• International Expansion: Outbound Engagement data centers in Germany (EU1) and Australia are now live, with the UK non-sovereign data center launching October 15, 2026.
• Global Attempt Supervisor: Automatically enforces contact frequency, channel guardrails (voice, SMS, email, WhatsApp), and compliance rules on international numbers.

📊 Workforce Empowerment

• Topic AI Accuracy improvements: Better accuracy, locking subtopics for seasonal trends, fewer items categorized in "Other," and new support for Korean, Japanese, Italian, and Chinese. (Requires Interaction Analytics Advanced).
• Time Series Forecaster: Choose between Day-of-Week or Whole Time Series forecasting models to fit daily patterns or continuous macro trends. 
• Workforce Management: Now supports up to 10,000 users..
• Color-Coded Schedules: Supervisors can now view agent schedules with color-coded activity codes. Supports creation of new activity codes with custom colors.

🤖 Agentic Experience Automation (AI Agents)

• Click-to-Call for AI Agents: Customers can seamlessly switch from web/mobile chat to voice with an AI agent without switching apps.
• Knowledge Hub: AI Agents can query NiCE Knowledge Hub at runtime — inheriting its content structure, division-based visibility, and all connected sources. No re-ingestion, no duplication, content syncs daily or on demand.
• Automation Workflow Status to Copilot for Agents: A new Send Status to NiCE Copilot node closes the loop on automated workflows — reporting success or failure straight back to the human agent handling the interaction.
• AI-native access & extensibility: Two new MCP servers allow you to leverage Claude and ChatGPT for native, programmatic control over proactive journeys.Configuration MCP server lets you build and manage proactive journeys from Claude and ChatGPT, and the Runtime MCP server allows you to query real-time data and perform actions.

🛠️ Platform & Workspace Updates

• Quality Management (QM): Time-bound prompting checks when compliance disclosures occur during calls. Export Auto Score data via CSV/Excel or Data Share.
• Agent Workspace & Salesforce Voice: Resizable digital response editors, specific unavailable status timers, Salesforce Cases/Email unified routing, and GovCloud/Hyperforce compatibility.
• Unified Quick Responses (GA): Single unified system for Quick Responses and Rich Messages with folder structures and skill-based controls.

Got questions about the 26.3 release? Drop them in the comments below!