As AI becomes more embedded across its communications platform, RingCentral is integrating the technology into everyday customer-engagement workflows with growing commercial traction.
With AI and AI-affected revenue now doubling, with retention above 100%, suggesting the technology is becoming a meaningful contributor to customer value and expansion.
For CX leaders, the shift highlights the need to move away from fragmented, experimental AI deployments that sit outside core communications and service operations.
Vlad Shmunis, Founder, Chairman, and CEO for RingCentral, outlined how the vendor is positioning AI as an intelligence layer across its communications and customer engagement platform.
“RingCentral is becoming an intelligence layer where AI agents and human agents work together to manage customer interactions end-to-end for better business outcomes,” he said.
AI Now Shapes Platform Value
As AI is becomes more embedded across the communications platform, RingCentral is integrating it into everyday customer engagement workflows with strong commercial results.
The company reported its customers were using at least one of RingCentral’s native paid AI products in their operations which represents 13% of the company’s ARR, as well as delivering net retention above 100% and meaningfully higher ARPU than the broader customer base.
These results suggest organizations adopting AI are increasing their spending and retention, supporting Gartner’s view that enterprises increasingly prefer AI from established software vendors with proven ROI and seamless integration.
As AI becomes a core driver of platform expansion, adoption now contributes to stronger customer economics, supporting both higher spending and longer-term retention.
“AI and AI-affected revenue is growing. It’s again doubling, with meaningful numbers already and retention is over 100%,” Shmunis explained.
Today, the distinction between AI revenue and traditional communications revenue becomes less meaningful because AI is increasingly influencing the value of every customer deployment.
Having ended the quarter with more than 16,000 paying customers for AIR, ACE surpassing 6,300 customers, and the Customer Engagement Bundle exceeding 9,600 customers, the company is seeing AI move from an emerging capability to a core part of customer deployments.
With nearly half of new sales now including AI capabilities, the integration of the technology is becoming central to customer purchase decisions.
Shmunis noted:
“AI is rapidly becoming an integral part of the offering.”
As AI evolves into a standard expectation within unified communications and customer engagement platforms, this will shift how enterprises assess technology investments and CX capabilities.
Adopting RingCentral Beyond Core Communications
RingCentral’s AI portfolio is being applied to solve practical operational and customer service challenges by reducing manual work, recovering missed customer interactions, and improving employee performance.
One of the clearest examples of customer success comes from VGM Group, having deployed AIR, AVA and ACE alongside RingEX into its operations.
Kira Makagon, President and COO at RingCentral, highlighted how the customer enterprise is being enhanced with multiple AI capabilities implemented across operations.
“AIR recovered 45% of their calls previously lost to abandonment. AVA eliminated manual note-taking. ACE delivered the call visibility and coaching to help them improve their customer interactions,” she explained.
“They’re now rolling out AI solutions to every department across the company.”
Other customers in Q2 reinforced AI that is being applied to solve specific problems, with AIR customers reportedly reducing missed-call rates from an average of 20% to almost zero to capture customer enquiries that would otherwise have been lost.
Customer enterprise GTR Insurance revealed that AIR saved it $6,000 per month by handling inbound calls more efficiently, and a business process outsourcing provider achieved a containment rate above 85% without requiring live agent transfers using AIR Pro with CRM integration.
These deployments suggest enterprises are using its AI to improve CX with enhanced responsiveness, automated administrative work, recover revenue opportunities, and equip employees with better insights.
“A combined solution basically saves customer time and money” Shmunis said.
“It saves on human agents, but it also empowers remaining human agents and makes them more productive.”
As organizations continue to embed AI into customer engagement operations, RingCentral’s technology value is increasingly being measured by operational improvements and service outcomes rather than automation alone.
RingCentral Key Earnings Results
In its Q2 earnings report, RingCentral showed steady subscription-revenue growth and strong traction for its AI products, while improving profitability and free cash flow, enabling it to raise full-year guidance and increase its quarterly dividend.
- Total revenue reached $657MN, up 5.9% YOY
- Subscription revenue moved up to $634MN, up 5.8% YoY
- AI ARR saw customers using at least one paid native AI product, representing around 13% of total ARR, doubling YOY
- Monthly net retention remained above 99%
- Free cash flow jumped $180MN, up 25% YoY
