RingCentral Expands RingEX with New Customer Engagement Bundle

RingCentral has expanded its product portfolio with a new offering designed to bring customer service capabilities directly into the unified communications environment that many businesses already rely on daily. The company introduced the RingCentral Customer Engagement Bundle for RingEX, a solution intended for organizations that regularly interact with customers but do not require the scale or complexity of a full contact center. This update reflects the increasing overlap between collaboration tools and customer support needs as companies aim to meet rising expectations for fast and personalized interaction.

RingEX has long been a central platform for calling, messaging and team collaboration. According to RingCentral, more than a million users already treat the service as a lightweight contact center because it allows them to manage customer communication while balancing routine internal tasks. By packaging new engagement features with the core RingEX experience, the company believes it can further support businesses seeking to eliminate gaps between communication channels and service delivery. The inclusion of SMS and advanced call handling capabilities positions the bundle as an option for growing organizations that want to ensure no customer question goes unanswered.

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Kira Makagon, President and Chief Operating Officer at RingCentral, emphasized that the needs of customer facing employees continue to evolve. She stated that “Over a million users rely on RingCentral RingEX as a lightweight contact center, enabling employees to respond to customers alongside everyday work.” She continued by noting that “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.”

A central focus of the bundle is smarter call management. Customers are given insights such as expected wait times, and callers can choose to receive a callback instead of staying on the line. Employees are also offered new tools to ensure that messages do not slip through the cracks. A shared SMS inbox, supported by AI assistance, allows any assigned team member to reply quickly, while suggested reply templates and compliance safeguards make communication more consistent.

Managers have access to real time reporting to understand queue activity as it unfolds, which helps them take swift action to maintain service levels. The company aims to give businesses a clear path to high quality engagement without transitioning to a full CCaaS deployment.

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Industry analysts see this move as aligned with broader shifts in the market. Denise Lund, Research Director for Telecom and Unified Communications at IDC, commented that “RingCentral’s CE Bundle exemplifies the integrated UC CE convergence that IDC identifies as one of the fastest-growing segments in business communications.” She added that “This addresses a critical gap for organizations that need robust customer engagement capabilities without full contact center complexity. This offering also positions RingCentral squarely within the rapidly emerging convergence of UCaaS, CCaaS, CPaaS, and CRM to deliver seamless conversational experiences across all channels and touchpoints.”

As customer experience becomes a defining factor for business success, RingCentral is positioning its new bundle as a streamlined way for companies to elevate communication across every interaction. The company expects strong interest from teams that value simplicity but recognize that every customer inquiry represents an opportunity to build trust and long term loyalty.