Welcome to this month’s RingCX Unlocked recap!
A huge thank you to everyone who attended this month’s RingCX Unlocked webinar hosted by Sarah from our Customer Success Team. We love seeing our community connect, ask questions, and share insights.
Missed the live session? No worries at all—we’ve got you covered! This summary breaks down all the major highlights, feature updates, and future roadmap reveals so you can stay in the loop.
🌟 Spotlight on AI: Trustworthy & Purpose-Built
AI continues to be the heartbeat of RingCentral's innovation, driving tools that empower your agents rather than replace them.
- Trustworthy AI: Your data privacy is our top priority. RingCentral does not use your data to train AI models, operates in full compliance with privacy laws, and continuously tests for bias.
- Introducing AIRPro (Early Access): Meet RingCentral’s newest omni-channel AI representative!
- Omni-channel & Multilingual: Seamlessly handles voice and digital interactions and automatically switches languages mid-conversation based on the customer.
- Autonomous Workflows: Reasons, plans, and completes complex multi-step tasks natively integrated with 100+ systems (e.g., Epic, Cerner).
- Pre-built Industry Skills: Early access launches with tailored healthcare skills (patient verification, appointments, billing), with more industries on the horizon!
🚀 What’s New in RingCX This Month
We’ve rolled out practical, highly requested enhancements designed to make daily operations smoother for both agents and admins:
📱 Agent & Admin Experience
- Hold Timer on Keypad: Agents can now monitor customer wait times directly on the keypad with visual color cues, eliminating guesswork during holds.
- Natural Multilingual Queue Prompts: Pre-recorded, natural-sounding multilingual prompts now announce queue positions to international callers instead of clunky text-to-speech.
- Unified Admin Portal: Manage both RingEX and RingCX setups (users, routing, numbers) directly from the core RingCentral Admin Portal.
📊 Analytics & Integrations
- Essentials Analytics Reports: 7 new and 4 enhanced pre-built reports focusing on core KPIs (agent activity, transfers, queue performance) so managers get clear visibility without complex data setup.
- Salesforce CTI Adapter + AI Agent Assist: AI guidance and agent scripts now expand in a side panel right inside Salesforce CTI, keeping agents focused on one screen.
🔮 Roadmap Preview: Second Half of 2026 & Beyond
Here is a quick look at what our product and engineering teams are building next:
- Q3 2026: In-call guides, smart notes, real-time screen monitoring for supervisors, and outbound AI workforce management.
- Q4 2026 & Early 2027: AI Supervisor live conversation dashboards, AIRPro industry expansions (Finance & Retail), RingCX for Microsoft Teams, and mobile app integration.
Catch the full replay! Click here to watch the session on demand. You'll find the presentation deck attached below so you can follow along.
Thank you again for being such an incredible part of the RingCentral community. We look forward to seeing you at the next RingCX Unlocked webinar!