RingCentral enhances customer experience with AI-powered messaging, branded communications, and unified engagement tools across voice and SMS channels.
RingCentral has announced a series of innovations designed to help organisations deliver trusted, always-on customer engagement across messaging and voice channels.
The updates include Rich Communication Services (RCS) with branded messaging, Enterprise Branded Calling, international SMS expansion, AI Receptionist (AIR) enhancements, and a Customer Engagement Bundle (CEB) for Microsoft Teams.
Together, these capabilities aim to improve customer interactions by combining identity, intelligence, and reach across communication channels.
RCS and Branded Messaging for Interactive Engagement
RingCentral is introducing branded messaging through RCS, enabling businesses to deliver rich, interactive messaging experiences with verified identities directly within native messaging apps.
RCS allows businesses to move beyond standard SMS by supporting enhanced features such as branding, media, and interactive messaging formats.
“RCS adoption is growing rapidly and offers similar formatting and features as popular over-the-top applications. For example, in the US, approximately 75% of smartphone users are RCS-enabled. All major mobile carriers and devices support RCS, yet most B2C messages remain old-fashioned SMS texts,” said Dave Michels, Principal and Lead Analyst, TalkingPointz.
ALSO READ: Turning Feedback into a Strategic Brand Signal
Enterprise Branded Calling for Trust and Recognition
RingCentral’s Enterprise Branded Calling enables businesses to display their company name and logo during outbound calls, helping improve answer rates and customer trust.
“Like many healthcare organisations, we’ve seen our patient callback rates drop significantly as people become more hesitant to answer unknown numbers. Enterprise Branded Calling will help us cut through that noise by clearly identifying our calls with the Sun River Health name and logo. We expect this will dramatically improve our ability to reach patients for appointment reminders, test results, and other critical communications,” said Eric Brosius, Vice President of Tech Services, Sun River Health.
International SMS Expansion for Global Reach
RingCentral is expanding its global messaging capabilities with SMS support in the UK and Australia, as well as notifications across 190 countries.
The platform delivers high message deliverability through intelligent routing, fallback mechanisms, and carrier partnerships, supporting mission-critical communications and campaigns.
“The way consumers decide whether to answer a call or open a text has fundamentally changed in an era of rising spam, making brand recognition and trust essential in everyday communications. We’re giving businesses the tools to show up with identity, intelligence, and reach across every channel, enabling trusted, reliable engagement at scale,” said Ashu Varshney, Senior Vice President, RingEX Products, RingCentral.
ALSO READ: Fraud Prevention is Now a Core CX Problem
AI Receptionist Across Voice and SMS
RingCentral is expanding its AI Receptionist (AIR) into a cross-channel automation layer that spans both voice and SMS interactions.
AIR enables real-time automated responses, interprets customer intent, and maintains context across channels to deliver consistent engagement.
Key Capabilities:
- Automating responses across voice and SMS
- Interpreting intent and maintaining context across channels
- Handling routine inquiries instantly to reduce response times
- Managing call overflow and missed interactions
- Capturing customer needs in real time for follow-up
- Providing always-on engagement during peak demand or after hours
Customer Engagement Bundle for Microsoft Teams
RingCentral’s Customer Engagement Bundle (CEB) integrates voice, SMS, routing, and AI insights within Microsoft Teams, transforming it into a unified customer engagement hub.
Key Capabilities:
- Voice and SMS managed within Microsoft Teams
- Call routing with queue visibility and callback options
- Shared inbox and workflows for team coordination
- Post-call summaries and AI insights
- Real-time and historical interaction tracking
“Most organisations aren’t lacking tools; they’re struggling with disconnected systems that break the customer experience. RingCentral’s Customer Engagement Bundle for Teams embeds customer interactions directly into the platforms where employees already work—reducing complexity and accelerating time-to-value,” said Mila D’Antonio, Principal Analyst, Customer Engagement, Omdia.
“At Brain Health USA, this unified approach has improved responsiveness in high-stakes patient communications. The RingCentral Customer Engagement Bundle allows our medical staff to manage patient outreach and crisis calls with much higher visibility, ensuring no patient is left waiting during critical moments,” said Andrew Shenoda, IT Manager, Brain Health USA.
Operator Connect for Microsoft Teams
RingCentral is also expanding Operator Connect for Microsoft Teams, enabling global calling across 46 countries with integrated messaging and AI capabilities.
This allows organisations to simplify telephony, consolidate providers, and deploy global calling capabilities with high reliability.
Amplitude is a product analytics platform, enabling businesses to track visitors with the help of collaborative analytics. The platform leverages the capabilities of 
Zoho Social, a part of Zoho’s suite of 50+ products, is a comprehensive social media management platform for businesses and agencies. The Zoho Social dashboard includes a robust set of features, such as Publishing Calendar, Bulk Scheduler, and Approval Management to offer businesses all the essential social media publishing tools. Its monitoring tools help enterprises track and respond to relevant social conversations.
Microsoft Dynamics 365 represents a robust cloud-based CRM solution with features such as pipeline assessment, relationship analytics, and conversational intelligence. It utilises AI-powered insights to provide actionable intelligence via predictive analytics, lead scoring, sentiment analysis, etc. Currently, Microsoft operates in 190 countries and is made up of more than 220,000 employees worldwide.
HubSpot is an inbound marketing, sales, and customer service software provider, offering robust CRM and automation solutions. Some of its products include Marketing Hub, Sales Hub, Operations Hub, Content Hub, Commerce Hub, Marketing Analytics and Dashboard Software. Guided by its inbound methodology, HubSpot enables companies to prioritise innovation and customer success.
Monday.com is a project management software company, offering a cloud-based platform that enables businesses 
Headquartered in San Mateo, California, Freshworks is a global AI-powered business software provider. Its tech stack includes a scalable and comprehensive suite for IT, customer support, sales, and marketing teams, ensuring value for immediate business impact. Its product portfolio includes Customer Service Suite, Freshdesk, Freshchat, Freshcaller, Freshsuccess, and Freshservice. Freshservice for Business Teams has helped several global organisations to enhance their operational efficiency.
Talkdesk offers an innovative AI-powered customer-centric tech stack to its global partners. The company provides generative AI integrations, delivering industry-specific solutions to its customers. Talkdesk CX Cloud and Industry Experience Clouds utilise modern machine learning and language models to enhance contact centre efficiency and client satisfaction.
The company offers comprehensive cloud-based solutions, such as Microsoft Dynamics 365, Gaming Consoles, Microsoft Advertising, Copilot, among other things, to help organisations offer enhanced CX and ROI. Its generative-AI-powered speech and voice recognition solutions,such as Cortana and Azure Speech Services empowers developers to build intelligent applications.
IBM is a global hybrid cloud and AI-powered 
Uniphore is an enterprise-class, AI-native company that was incubated in 2008. Its enterprise-class multimodal AI and data platform unifies all elements of voice, video, text and data by leveraging Generative AI, Knowledge AI, Emotion AI and workflow automation. Some of its products include U-Self Serve, U-Assist, U-Capture, and U-Analyze. Its Q for Sale is a conversational intelligence software that guides revenue teams with AI-powered insights, offering clarity on how to effectively keep prospects engaged.
Google Cloud accelerates every organisation’s ability to digitally transform its business. Its enterprise-grade solutions leverage modern technology to solve the most criticial business problems 
8×8 offers out-of-the-box contact centre solutions, assisting all-size businesses to efficiently meet customer needs and preferences. It offers custom CRM integrations support and integrates effortlessly with third-party CRMs like Salesforce, Microsoft Dynamics, Zendesk, and more. Offering global support in all time zones & development teams in 5 continents, its patented geo-routing solution ensures consistent voice quality.
Sprinklr is a comprehensive enterprise software company for all customer-focused functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform lets organisations offer human experiences to every customer, every time, across any modern channel.
Upland offers a comprehensive suite of contact centre and customer service solutions with products including InGenius, Panviva, Rant & Rave, and RightAnswers. InGenius enables organisations to connect their existing phone system with CRM, further enhancing agent productivity. Panviva provides compliant and omnichannel capabilities for highly regulated industries. Whereas, Rant & Rave, and RightAnswers are its AI-powered solutions, 
Hootsuite, headquartered in Vancouver, is a social media management platform that streamlines the process of managing multiple social media accounts. Some of its core offerings include social media content planning and publishing, audience engagement tools, analytics and social advertising. Its easy-to-integrate capabilities help marketing teams to schedule and publish social media posts efficiently.
Brandwatch enables businesses to build and scale the optimal strategy for their clients with intuitive, use-case-focused tools that are easy and quick to master. Bringing together consumer intelligence and social media management, the company helps its users react to the trends that matter, collaborate on data-driven content, shield the brand from threats and manage all the social media channels at scale.
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirement for personalised customer experiences at scale. Its platform helps play an essential role in managing different digital content or assets to improve customer happiness. Its easy-to-optimise content gives users appropriate marketing streams, ensuring product awareness.
Salesforce-owned Tableau is an AI-powered analytics and business intelligence platform, offering the breadth and depth of capabilities that serve the requirements of global enterprises in a seamless, integrated experience. Marketers can utilise generative AI models, AI-powered predictions, natural language querying, and recommendationsons.
Contentsquare is a cloud-based digital experience analytics platform, helping brands track billions of digital interactions, and turn those digital 
Zoho Corporation offers innovative and tailored software to help leaders grow their business. Zoho’s 55+ products aid sales and marketing, support and collaboration, finance, and recruitment requirements. Its customer analytics capabilities come with a conversational feature, Ask Zia. It enables users to ask questions and get insights in the form of reports and widgets in real-time.
Fullstory is a behavioural data platform, helping C-suite leaders make informed decisions by injecting digital behavioural data into its analytics stack. Its patented technology uncovers the power of quality behavioural data at scale, transforming every digital visit into actionable insights. Enterprises can increase funnel conversion and identify their highest-value customers effortlessly.
Started in 2005 in a Sweden-based small town, Norrköping, Voyado offers a customer experience cloud platform that includes a customer loyalty management system. This platform helps businesses design and implement customer loyalty programs, track customer 
TapMango provides a comprehensive, customisable, flexible and feature-rich customer loyalty program. The loyalty tools include an integrated suite of customised consumer-facing technology, easy-to-use merchant tools, and automation algorithms, all aimed at enhancing customer experience. Adaptable to any industry, TapMango’s platform helps merchants compete with larger chains, converting customer one-time purchases into profitable spending habits.
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirements for personalised customer experiences at scale. Its innovative platform has played an essential role in managing different digital content or assets, to improve customer happiness or satisfaction. Some of its products include Adobe Gen Studio, Experience Manager Sites, Real-time CDP, and Marketo Engage.
