RingCentral announced the launch of a new Customer Engagement (CE) Bundle that integrates its RingEX unified‑communications platform with SMS and call‑queue add‑ons. The bundle is currently in a controlled‑availability program and is slated for general availability in early 2026.
The CE Bundle offers a lightweight contact‑center solution that lets organizations engage customers across multiple channels—voice, text, and chat—without the full complexity of a traditional contact‑center platform. By adding SMS and queue management to RingEX, RingCentral provides a streamlined, multi‑channel experience that can be deployed quickly by small‑to‑mid‑size businesses.
The launch is part of RingCentral’s broader strategy to expand its AI‑powered multi‑product platform. The bundle allows the company to capture a larger share of the growing contact‑center market, positioning it to compete more directly with pure‑play contact‑center providers while leveraging its existing UCaaS customer base.
AI integration is a key differentiator. The bundle includes AI assistance for SMS responses, reflecting RingCentral’s commitment to embedding AI across its product portfolio. The company has allocated more than 50 % of its R&D spend to AI, and it aims to generate over $100 million in annual recurring revenue from new AI products by the end of 2025.
While pricing details and market‑share data for the bundle have not been disclosed, the product is expected to drive additional subscription revenue and deepen customer engagement across RingCentral’s platform. The controlled‑availability phase will allow the company to refine the offering based on early customer feedback.
Kira Makagon, President & COO of RingCentral, said, “Over a million users rely on RingEX as a lightweight contact center, enabling employees to respond to customers alongside everyday work.” She added, “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.”
Denise Lund, Research Director for Telecom and Unified Communications at IDC, noted that the bundle “addresses a critical gap for organizations that need robust customer engagement capabilities without full contact‑center complexity.” She also highlighted the bundle as an example of the integrated UC‑CE convergence that IDC identifies as one of the fastest‑growing segments in business communications.
The announcement does not include early adopter testimonials, detailed competitive comparisons, or specific pricing, but it signals a significant operational milestone for RingCentral and underscores its intent to strengthen its position in the contact‑center market.
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