To help organizations transition from contact center to customer experience (CX), RingCentral and rivals have been rolling out a steady stream of capabilities. RingCentral AIR Pro, the latest member of RingCentral’s agentic AI ecosystem, enables users to leverage pre-built and custom AI agents to handle a wide range of contact center transactions and provide an exceptional customer experience. RingCentral AIR Pro keeps the company neck-and-neck with rivals,  but the omission of important launch details dilutes its appeal to the market, according to GlobalData, a leading intelligence and productivity platform.

Gregg Willsky, Principal Analyst, Enterprise Technology & Services at GlobalData, comments: “Today, organizations are under more pressure than ever to forge deeper connections with customers. Given the importance of customer experience in the market, RingCentral AIR Pro is a very meaningful addition to RingCentral’s portfolio.”

Custom-built agents are created with a no-code module using natural language. Pre-built agents are tailored to use cases relevant to healthcare, with more industries to follow. Both agents are omni-channel, spanning voice and digital channels. Agents can connect to more than 100 enterprise systems and APIs to authenticate users, update records, and autonomously execute workflows across platforms to resolve issues and complete transactions.

Willsky continues: “RingCentral AIR Pro is notable for the ease with which it allows users to craft AI agents, customize them for specific goals, and deploy them across a wide range of transactions, from answering simple queries to carrying out complex tasks that require corralling information from multiple, often far-flung sources.”

RingCentral’s agentic AI ecosystem also includes AIR (AI Receptionist), which answers calls and routes inquiries as needed; AVA (AI Virtual Assistant) to scoop up inquiries that AIR is unequipped to handle and channels them to back-office employees; and ACE (AI Conversation Expert) that analyzes interactions and provides coaching. With this quartet of components along with other capabilities, RingCentral is enabling customers to pick and choose functionality and build light, medium, or heavy contact centers reflecting the level of investment they need and want.

Willsky concludes: “While RingCentral AIR Pro enables RingCentral to keep pace with rivals, the introduction suffers missteps. The offer is currently limited to a small number of US businesses with broader rollout not expected until later this year. The scope of what constitutes a ‘broader rollout’ is also murky. Hiding in the clouds too is the pool of verticals beyond healthcare that the pre-built agents will support, and when they will launch. No details regarding pricing have been supplied either. By omitting these kinds of details, RingCentral is missing an easy opportunity to whet the market’s appetite.”