RingCentral’s Customer Engagement Bundle Tops 1,000 Sales in Three Months

RingCentral has over 1,000 companies leveraging its Customer Engagement Bundle (CEB), despite only launching the offering in November 2025.

CEB embeds within RingEX, the company’s widely-utilized UCaaS solution. It provides queue management tools and an SMS shared inbox, allowing any employee to interact with customers. 

The rapid adoption of RingCentral CEB highlights the growing demand for embedded contact center tools within UCaaS platforms.

IDC data reinforces this trend, finding that more than 50% of organizations now consider it important for their UC platform to include built-in, lightweight contact center capabilities. RingCentral is capitalizing on this opportunity.

“CEB is a purpose-built solution for businesses with non-dedicated agents who don't need the complexity of a full-scale contact center. Just months after launch, we crossed 1,000 customers, confirming strong demand. CEB is also quickly becoming another vector for RingCentral’s agentic voice AI growth.”

Kira Makagon

President and COO of RingCentral

The latter point is significant because growing small businesses can pair RingCentral AI Receptionist (AIR) with CEB to automate some interactions and intelligently route others to the best-placed RingEX user.

Like RingCentral CEB, AIR is a growth engine for RingCentral, with its customer count reaching 8,300 last quarter, up 44% sequentially.

Together, the two solutions may form a proposition that appeals to SMBs with momentum. 

However, it’s not just SMBs that may implement the combined proposition. Consider schools, surgeries, accounting firms… All these businesses require inbound and outbound capabilities, but don’t need a full agent dashboard.

Take the school example. In emergencies, they need basic interaction handling and the ability to push out bulk SMS notifications. That’s a contact center use case, but not a traditional one, which CEB and AIR can fulfill, and it's one of many across sectors where businesses typically run informal helpdesks. 

As such, the possible reach of RingCentral CEB is extensive, especially given that more than a third of RingEX customers already utilize the platform as an informal contact center, running inbound and outbound calls.

Yet, CEB also represents a significant step forward for RingCentral in providing CCaaS options for all its customers, from SMBs to large enterprises. 

RingCentral’s CCaaS Strategy

Over 500,000 businesses worldwide utilize RingCentral, chiefly deploying its RingEX platform.

However, as it extends into CCaaS with coordinated solutions, RingCentral opens up an opportunity to expand its partnerships with many of those businesses.

Overall, RingCentral offers three of these coordinated CCaaS-UCaaS solutions. 

The first is RingCX, a CCaaS solution built on the same foundation as RingEX, targeting the midmarket. Launched in late 2024, this now has 1,500 customers. 

Taking advantage of the close connection with RingEX, RingCX enables agents to send cases across the business to subject matter experts (SMEs) while opening up real-time support channels directly from their primary interface.

The second solution is the RingCentral Contact Center, built in collaboration with NiCE. It is a feature-rich offering targeting the enterprise.

Finally, there is RingCentral CEB, which aims to meet the needs of SMBs and dispersed service teams, ensuring the enterprise communications giant can offer CCaaS to customers of all shapes and sizes. 

With these three separate offerings tailored towards distinct subsets of its UCaaS base, RingCentral can continue to expand its total addressable market (TAM).

The challenge it faces is that the CCaaS market is crowded, with CRM players, hyperscalers, and its fellow UCaaS giants all converging on the space.  

The Convergence of Customer Service

Several enterprise communications technologies are converging to transform contact center environments. These include: 

• UCaaS and CCaaS: UCaaS solutions are offering native, lightweight CCaaS capabilities, as showcased by the RingCentral CEB. Yet, there are other examples. For instance, Microsoft Teams also allows users to communicate with customers via live chat.
• UCaaS and CPaaS: Interestingly, RingCentral also offers CPaaS to embed additional communication channels into RingEX. Microsoft and Cisco Webex also enable this UCaaS-CPaaS fusion.
• CPaaS and CCaaS: Many modern CCaaS solutions (like RingCX) have CPaaS on the back-end, allowing contact centers to connect channels with various enterprise systems and orchestrate new, proactive customer service experiences.
• CRM and CCaaS: CCaaS tools are increasingly embedded into CRM systems, as well as UCaaS solutions. Tracking this trend, Metrigy predicts that by 2027, 53.7% of companies will use their CRM platform as the primary interface for contact center agents.
• UCaaS and CRM: RingCentral and its competitors are directly laying RingEX over various CRM systems, including HubSpot, Salesforce, and Genesys. In doing so, small businesses can build a contact center without a formal CCaaS solution in the middle.
• CCaaS and WEM: CCaaS vendors are now making workforce management (WFM), quality assurance (QA), and gamification tools available on-platform, nibbling away at the standalone workforce engagement management (WEM) space and pooling customer and employee data on one platform.  

Today, pure-play CCaaS vendors still dominate the contact center market. However, as these technologies converge, businesses have more options than ever to deploy solutions tailored to their specific needs, and RingCentral is helping to lead that shift.

Of course, all these options may make the procurement process trickier. To help, here’s a 2026 guide to buying contact center software.