{"id":1014604,"date":"2026-10-28T10:04:29","date_gmt":"2026-10-28T14:04:29","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/ringcentral-orchestrates-ai-and-human-agents-as-one-workforce-in-ringcx\/"},"modified":"2026-10-28T10:04:29","modified_gmt":"2026-10-28T14:04:29","slug":"ringcentral-orchestrates-ai-and-human-agents-as-one-workforce-in-ringcx","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/ringcentral-orchestrates-ai-and-human-agents-as-one-workforce-in-ringcx\/","title":{"rendered":"RingCentral Orchestrates AI and Human Agents As One Workforce in RingCX"},"content":{"rendered":"<p>        <!--.bwalignc { text-align: center; list-style-position:inside }\n.bwlistdisc { list-style-type: disc }\n.bwalignl { text-align: left }body {font:normal small Arial,Helvetica,sans-serif;color:#000;background-color:#fff;padding:24px;margin:0;} a img {border:0;} h3 {font-size:medium;color:#000;margin:0 0 1em 0; text-align:center;}-->  <\/p>\n<p class=\"bwalignc\"><b>RingCentral Orchestrates AI and Human Agents As One Workforce in RingCX<\/b><\/p>\n<p class=\"bwalignc\"><i>Brings live supervision, quality scoring, journey analytics, and staffing forecasts so contact centers can manage AI and human agents together<\/i><\/p>\n<p class=\"bwalignc\"><i>RingCX now available for mobile and in Microsoft Teams<\/i><\/p>\n<p>BELMONT, Calif.&#8211;(<a href=\"http:\/\/www.businesswire.com\">BUSINESS WIRE<\/a>)&#8211;<a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.ringcentral.com&amp;esheet=54630138&amp;newsitemid=20261028318669&amp;lan=en-US&amp;anchor=RingCentral%2C+Inc.&amp;index=1&amp;md5=05ca4ecf4ac817e2af3b1e6443aca03d\">RingCentral, Inc.<\/a> (NYSE: RNG), a global leader in AI-powered customer engagement, today announced new AI capabilities for <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.ringcentral.com%2Fringcx.html&amp;esheet=54630138&amp;newsitemid=20261028318669&amp;lan=en-US&amp;anchor=RingCX&amp;index=2&amp;md5=0d8b9ac9f87a1063bcc6807703e5283b\">RingCX<\/a><sup>\u24c7 <\/sup>that give contact centers one place to supervise, measure, and plan for AI and human agents as a single workforce. AI agents now handle a growing share of customer conversations, and contact center managers and supervisors need the same visibility and control over them that they have over people. RingCX now extends live supervision, quality scoring, journey analytics, and staffing forecasts to AI agents, including RingCentral AI Receptionist\u2122 (AIR) and AIR Pro, so supervisors can monitor performance, evaluate interactions, understand customer journeys, and plan capacity from one dashboard. These capabilities are designed to help contact centers improve first contact resolution, reduce handle time, and lower customer service costs.<\/p>\n<p>\u201cAI agents are becoming part of the everyday customer engagement workforce, and managing them alongside human agents presents a tremendous opportunity to improve contact center operations,\u201d said Jim Dvorkin, SVP of Customer Experience Products at RingCentral. \u201cWith RingCX, leaders see every customer conversation in one place, whether an AI agent or a human agent is handling it. They can step in sooner, hold quality to one standard, and plan staffing for the whole workforce, so more customers get their issue resolved in one go, with no need to call back.\u201d<\/p>\n<p>\u201cHaving AI and human agents work together is only valuable if we can see what&#8217;s actually happening across the full journey between them,\u201d said Tasha McIntosh, Senior Patient Care Manager, EVP Eyecare. \u201cWe\u2019ve been finding that when a customer&#8217;s request doesn&#8217;t match what our AI agent expects, that gap can slip through until the patient calls back frustrated. With these new RingCX features, we\u2019ll now have one system that can catch that kind of mismatch before it becomes a bad experience, instead of after.\u201d<\/p>\n<p><b>Delivering Better Customer Outcomes with AI and Human Agents Working Together<\/b><\/p>\n<p>RingCentral\u2019s new AI capabilities enable organizations to:<\/p>\n<ul class=\"bwlistdisc\">\n<li><b>Seamlessly transfer between AI and human agents in both directions <\/b>while preserving context.<\/li>\n<li><b>Surface AI agent interactions in the same live view as human agents<\/b>, so supervisors can catch issues and intervene in real time, regardless of whether the interaction is handled by an AI or human agent.<\/li>\n<li><b>Score every AI agent interaction against the same rubric used for human agents<\/b>, providing quality and compliance leaders with one complete, sentiment-scored view of the customer regardless of who handled the conversation.<\/li>\n<li><b>Track the complete AI-to-human journey<\/b>,<b \/>providing consistent insights into the performance of AI agents and human agents.<\/li>\n<li><b>Forecast staffing needs <\/b>across AI and human agent capacity together, so schedules reflect the whole workforce.<\/li>\n<\/ul>\n<p>\u201cBringing AI and human agents under common visibility will give businesses more confidence to begin or expand agentic AI,\u201d said Sheila McGee-Smith, President &amp; Principal Analyst, McGee-Smith Analytics. \u201cThe next challenge will be personal AI agents: as consumers increasingly use agents to act on their behalf, contact centers will need to recognize, route, and measure both inbound and outbound AI-agent traffic. Understanding the full AI-to-human customer journey will become essential.\u201d<\/p>\n<p><strong>Sample use cases include:<\/strong><\/p>\n<ul class=\"bwlistdisc\">\n<li><b>Real-time monitoring and handoff: <\/b>A member of a regional health plan calls about a denied claim. An AI agent answers initial questions and gathers details while a supervisor watches the conversation live. If human empathy is needed, the supervisor steps in and the conversation moves to a human agent with context intact, so the member gets clear next steps without repeating their story.<\/li>\n<li><b>Seasonal staffing: <\/b>A retail workforce planner schedules AI agents into the holiday seasonal staffing forecast. AI agents handle routine shipping and return questions overnight and on weekends, while human agents handle escalations, covering peak-seasonal surge without the cost of temporary hires.<\/li>\n<li><b>Escalation rate tracking: <\/b>A quality leader at a regional bank sees fraud dispute calls handled by AI agents have the highest escalation rate of any intent. The team routes those calls straight to human agents, and fraud customers reach a human agent at first attempt, improving first contact resolution.<\/li>\n<\/ul>\n<p><strong>AI Onboarding, Wherever Agents Work<\/strong><\/p>\n<p>In addition to managing AI and human agents, RingCentral is introducing AI Onboarding for RingCX, designed to simplify and accelerate contact center setup, and shorten the configuration work that delays go-live. Administrators can describe their desired configuration in natural language. RingCentral AI builds the configuration plan, executes it through RingCX APIs, and validates routing with a simulated test before go-live.<\/p>\n<p><strong>RingCX Available for Mobile, Microsoft Teams<\/strong><\/p>\n<p>RingCX is available for mobile, enabling call center agents to receive and handle routed RingCX voice calls from their mobile phones using the RingCentral mobile app, helping reduce missed calls. Additionally, RingCX in Microsoft Teams brings contact center capabilities directly into Microsoft Teams, allowing organizations to manage customer interactions within an interface employees already use, without adding another vendor.<\/p>\n<p><strong>Availability<\/strong><\/p>\n<p>These new AI capabilities are being showcased at <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Ficmievents.com%2F&amp;esheet=54630138&amp;newsitemid=20261028318669&amp;lan=en-US&amp;anchor=ICMI+2026&amp;index=3&amp;md5=07c8c1bfcd7c1fe949bb68ed6f8681f0\">ICMI 2026<\/a> in Orlando, Florida, on October 28-29; booth #505. For additional details or demo requests, visit or click <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.ringcentral.com%2Fringcx.html&amp;esheet=54630138&amp;newsitemid=20261028318669&amp;lan=en-US&amp;anchor=here&amp;index=4&amp;md5=31b333572687c5c7ecf67ce0b405dfa8\">here<\/a>.<\/p>\n<p><strong>About RingCentral<\/strong><\/p>\n<p>RingCentral is a global leader in AI-powered customer engagement, delivering an integrated platform for business phone, SMS, contact center, workforce engagement management, video collaboration, and messaging. Powered by advanced AI, RingCentral delivers intelligence across the conversation journey\u2014before, during, and after every human interaction. With RingCentral, businesses can work smarter, respond faster, and connect more meaningfully with their customers. Visit ringcentral.com to learn more.<\/p>\n<p>\u00a92026 RingCentral, Inc. All rights reserved. RingCentral, RingCX, RingCentral AI Receptionist, and the RingCentral logo are trademarks of RingCentral, Inc.<\/p>\n<p><img decoding=\"async\" alt=\"\" src=\"https:\/\/cts.businesswire.com\/ct\/CT?id=bwnews&amp;sty=20261028318669r1&amp;sid=flmnd&amp;distro=nx&amp;lang=en\" style=\"width:0;height:0\" \/><span class=\"bwct31415\" \/><\/p>\n<p id=\"mmgallerylink\"><span id=\"mmgallerylink-phrase\">View source version on businesswire.com: <\/span><span id=\"mmgallerylink-link\"><a href=\"https:\/\/www.businesswire.com\/news\/home\/20261028318669\/en\/\" rel=\"nofollow\">https:\/\/www.businesswire.com\/news\/home\/20261028318669\/en\/<\/a><\/span><\/p>\n<p class=\"bwalignl\"><b>PR Contact:<\/b><br \/>Mariana Leventis<br \/><a rel=\"nofollow\" href=\"mailto:mariana.leventis@ringcentral.com\">mariana.leventis@ringcentral.com<\/a><\/p>\n<p><b>KEYWORDS:<\/b> California Florida United States North America<\/p>\n<p><b>INDUSTRY KEYWORDS:<\/b> Carriers and Services VoIP Software Mobile\/Wireless Networks Internet Consumer Electronics Apps\/Applications Technology Artificial Intelligence Audio\/Video Other Technology Telecommunications<\/p>\n<p><b>MEDIA:<\/b><\/p>\n<table cellpadding=\"3\" cellspacing=\"3\">\n<tr>\n<td><font face=\"Arial\" size=\"2\"><b>Logo<\/b><\/font><\/td>\n<\/tr>\n<tr>\n<td><img decoding=\"async\" src=\"https:\/\/mms.businesswire.com\/media\/20261028318669\/en\/2888089\/3\/RingCentral_logo_fullcolor.jpg\" alt=\"Logo\" \/><\/td>\n<\/tr>\n<tr>\n<td><font face=\"Arial\" size=\"2\"><\/font><\/td>\n<\/tr>\n<\/table>\n","protected":false},"excerpt":{"rendered":"<p>RingCentral Orchestrates AI and Human Agents As One Workforce in RingCX Brings live supervision, quality scoring, journey analytics, and staffing forecasts so contact centers can manage AI and human agents together RingCX now available for mobile and in Microsoft Teams BELMONT, Calif.&#8211;(BUSINESS WIRE)&#8211;RingCentral, Inc. (NYSE: RNG), a global leader in AI-powered customer engagement, today announced new AI capabilities for RingCX\u24c7 that give contact centers one place to supervise, measure, and plan for AI and human agents as a single workforce. AI agents now handle a growing share of customer conversations, and contact center managers and supervisors need the same visibility and control over them that they have over people. RingCX now extends live supervision, quality scoring, journey analytics, and staffing &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/www.marketnewsdesk.com\/index.php\/ringcentral-orchestrates-ai-and-human-agents-as-one-workforce-in-ringcx\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;RingCentral Orchestrates AI and Human Agents As One Workforce in RingCX&#8221;<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-1014604","post","type-post","status-publish","format-standard","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>RingCentral Orchestrates AI and Human Agents As One Workforce in RingCX - Market Newsdesk<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.marketnewsdesk.com\/index.php\/ringcentral-orchestrates-ai-and-human-agents-as-one-workforce-in-ringcx\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"RingCentral Orchestrates AI and Human Agents As One Workforce in RingCX - Market Newsdesk\" \/>\n<meta property=\"og:description\" content=\"RingCentral Orchestrates AI and Human Agents As One Workforce in RingCX Brings live supervision, quality scoring, journey analytics, and staffing forecasts so contact centers can manage AI and human agents together RingCX now available for mobile and in Microsoft Teams BELMONT, Calif.&#8211;(BUSINESS WIRE)&#8211;RingCentral, Inc. (NYSE: RNG), a global leader in AI-powered customer engagement, today announced new AI capabilities for RingCX\u24c7 that give contact centers one place to supervise, measure, and plan for AI and human agents as a single workforce. AI agents now handle a growing share of customer conversations, and contact center managers and supervisors need the same visibility and control over them that they have over people. 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(NYSE: RNG), a global leader in AI-powered customer engagement, today announced new AI capabilities for RingCX\u24c7 that give contact centers one place to supervise, measure, and plan for AI and human agents as a single workforce. AI agents now handle a growing share of customer conversations, and contact center managers and supervisors need the same visibility and control over them that they have over people. 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