RingCentral is making significant strides with its agentic voice AI technology, positioning itself as a leader in the unified communications as a service (UCaaS) and contact center as a service (CCaaS) industries. In its Q4 FY2025 earnings call, RingCentral highlighted the importance of agentic voice AI, with close to 10% of its annual recurring revenue (ARR) derived from AI-utilizing customers.
According to CEO Vlad Shmunis, this development is no anomaly. The company is on a transformative journey into an agentic voice AI enterprise. This shift comes alongside RingCentral’s efforts to reposition voice AI as a practical, return-on-investment-driven shift, rather than a fleeting trend, strengthened by its deeper integration of OpenAI‘s frontier models into live call workflows.
The growth of ARR tied to AI products indicates a strong appetite for AI within new customer wins. Shmunis expressed confidence in AI’s promising growth trajectory, noting, “With new logo acquisitions, AI attach rate is meaningfully higher, making it a long-term tailwind.” This suggests that customers see clear value in embracing AI tools.
CFO Vaibhav Agarwal emphasized a new focus on AI adoption metrics, stating the company plans to offer periodic progress updates on AI-utilizing customers rather than relying on past cohort metrics.
President and COO Kira Makagon categorized RingCentral’s AI offerings into three parts across the conversation lifecycle: AI Receptionist (AIR), AI Virtual Assistant (AVA), and AI Conversation Expert (ACE). Each product serves a distinct purpose, from AIR’s initial call-handling to ACE’s post-call performance analysis. Makagon confidently described agentic voice AI as RingCentral’s strategic priority, stating that AI-utilizing customers are achieving tangible value with increased usage, spend, and retention. “RingCentral AI-utilizing customers are driving tangible value. They have higher usage, increased spend, and stronger retention.”
AIR, the virtual receptionist, is a key growth driver, achieving an 8,300 customer base, a remarkable 44% increase sequentially. Its seamless setup and multilingual capability make it highly attractive for businesses prioritizing efficiency. Moreover, AIR’s usage-based revenue model aligns with customer activity, offering flexibility and growth not constrained by user seat counts.
While RingCentral pushes forward with its AI ambitions, there are questions for the future. It’s essential to observe if the company provides further visibility into AI performance metrics. Additionally, the adaptability and success of the AIR model need close scrutiny as it expands across different sectors and market routes. Finally, quantifying outcomes related to call capture, routing accuracy, management efficiency, and retention will determine its long-term success.
Overall, RingCentral is confident in revolutionizing business communications with AI, supported by their partnership with OpenAI. This ambitious journey eyes a promising future where agentic voice AI could redefine UCaaS and CCaaS landscapes.
