RingCentral has introduced a new Customer Engagement (CE) Bundle designed to enhance lightweight contact centers by integrating advanced queue management and SMS shared inbox features.
The CE Bundle combines RingEX capabilities with SMS and Call Queue add-ons, enabling businesses to manage customer interactions more efficiently across multiple channels.
Key features include intelligent call queue management with estimated wait times and callback options, a shared SMS inbox supported by AI Writer for timely responses, reply templates, SMS compliance tools, and real-time reporting and analytics.
The solution targets organizations that need robust customer engagement tools without the complexity of full-scale contact center systems, aiming to improve customer satisfaction and operational efficiency.
“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 & COO, RingCentral. “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.”
“RingCentral’s CE Bundle exemplifies the integrated UC-CE convergence that IDC identifies as one of the fastest-growing segments in business communications,” said Denise Lund, Research Director, Telecom and Unified Communications, IDC. “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.”
The CE Bundle is currently in controlled availability, with general availability expected in early 2026.
