RingCentral launches customer engagement bundle for lightweight contact centers

RingCentral Inc. (NYSE: RNG) announced a new Customer Engagement Bundle that combines its RingEX unified communications platform with SMS and call queue capabilities for organizations seeking contact center functionality without full-scale complexity.

The bundle includes intelligent call queue management with estimated wait times and callback options, a shared SMS inbox that allows multiple employees to respond to customer messages with AI assistance, reply templates for SMS compliance, and real-time reporting and analytics for queue visibility.

"Over a million users rely on RingCentral RingEX as a lightweight contact center, enabling employees to respond to customers alongside everyday work," said Kira Makagon, President and COO at RingCentral.

The offering targets organizations that need customer engagement capabilities but cannot justify implementing a comprehensive contact center solution. The bundle builds on RingCentral's existing unified communications platform by adding customer service features.

According to the press release, the solution addresses demand at the intersection of Unified Communications as a Service and Contact Center as a Service for lightweight contact center applications.

Denise Lund, Research Director for Telecom and Unified Communications at IDC, noted that the bundle represents the integrated UC-CE convergence that IDC identifies as one of the fastest-growing segments in business communications.

The Customer Engagement Bundle is currently in controlled availability, with general availability expected in early 2026. The company did not disclose pricing information for the new offering.

RingCentral provides cloud-based business communications services including phone systems, messaging, video collaboration, and contact center solutions powered by AI capabilities.

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