Customer experience leaders have long navigated the challenge of effectively managing contact center workforces. Forecasting plays a critical role in the workforce management (WFM) process. Yet, even the most accurate forecasts can fall short when unexpected issues, like weather disruptions or system outages, cause interaction volumes to surge. When these scenarios arise, traditional WFM solutions often struggle to keep pace.

Modern, AI-enhanced workforce management changes this reality. Intelligent automation monitors activity, attendance, and agent output, providing real-time insights that allow WFM admins to make immediate, informed adjustments. The result is day-to-day operations that remain stable and predictable even when demand shifts suddenly. With both AI and automation working together, WFM leaders can respond proactively to evolving conditions, rather than reacting after service levels begin to slip.

This creates a more agile and resilient operation: one where a WFM analyst can adapt to fluctuations in minutes, optimize staffing in real-time, and deliver enhanced customer experiences, even during periods of peak demand.

The limitations of traditional workforce management

According to Metrigy, 34% of organizations say workforce management has the most significant impact on customer satisfaction among their workforce engagement tools. Despite its importance, traditional WFM still falls short when operations shift faster than the systems supporting them.

Traditional WFM solutions were built for predictable environments. They rely heavily on historical patterns and static schedules to balance staffing levels against expected call activity. While this approach works under stable conditions, it quickly falls short when unanticipated events disrupt everyday workflows.

Surges can send interaction levels well beyond forecasted ranges, leaving teams scrambling to secure coverage, call in overtime, or ask agents to extend their hours. But reactive adjustments consume valuable time, and often fail to resolve the issue before customer service levels are impacted.

Even many modern workforce management tools, particularly those without modern capabilities, struggle when rapid changes are required. These platforms still center on long-term planning rather than live, intraday adaptation. WFM admins often rely on manual data checks, spreadsheets, or delayed reporting to understand what is happening during active shifts.

These constraints create a widening gap between planning and execution. Without real-time visibility or automated alerting, staffing becomes difficult to control, SLAs decline, and both customer and agent experiences suffer. Closing this gap requires systems that can interpret changing conditions and surface actionable insights instantly.

Where AI delivers the greatest impact: Forecasting that adapts in real time

Modern forecasting demands more than static models. AI brings momentum, precision, and adaptability into the process.

Machine learning can analyze historical trends, identify anomalies, and refine predictions more quickly and accurately than manual methods. For example, AI-driven anomaly detection enables analysts to identify emerging patterns without manually reviewing years of data, strengthening future forecasts and reducing manual effort.

AI-powered forecasting helps contact centers enhance long-range accuracy, identify patterns and spikes that humans may overlook, and reduce the time spent building schedules.

While AI forecasting cannot prevent unexpected events, it creates a more stable foundation for staffing, ensuring teams are better prepared for fluctuations before they occur.

Where automation shines: Real-time execution, attendance, and intraday flexibility

AI strengthens the planning side of WFM. Real-time execution is where automation takes the lead.

One of the most impactful automation tools is Automated Schedule Attendance Monitor (ASAM). It plays a central role in helping a WFM admin maintain real-time control over staffing.

ASAM provides live visibility into who is logged in, available, or delayed; whether agents have missed shifts; and where attendance issues may signal emerging coverage risks. By eliminating the need for manual check-ins and inconsistent agent updates, ASAM provides WFM analysts with a reliable, automated source of truth throughout every shift.

This visibility empowers contact centers to stay aligned with staffing targets throughout the day, whether that means reallocating resources, coordinating short-notice coverage, or preparing for a sudden rise in demand.

When paired with AI-powered forecasting, automation tools like ASAM close the loop between strategy and real-time execution.

The dashboard: A visibility layer that unlocks faster decisions

The right dashboard reveals what’s happening across teams and channels in real time, so a WFM admin can move quickly when it matters.

This role relies on a well-configured dashboard to monitor adherence across teams and channels, identify early signs of strain on service levels, spot attendance or performance anomalies, and understand how today’s activity compares to plan. Dashboards ensure WFM admins know where to act and when, allowing them to move quickly and confidently.

How real teams use AI-enhanced intraday management in WFM software

Organizations across various industries are starting to recognize the benefits of integrating AI and automated intraday management to solve complex staffing challenges quickly.

When interaction spikes occur due to issues such as service disruptions, evaluating the right intraday metrics helps a WFM admin to see exactly where pressure is building. They can be a guide on where and when to shift resources, activate overflow capacity, or reallocate agents within minutes, keeping service levels steady even under sudden strain.

Short-term promotional peaks present another common challenge. As inquiries increase across various channels, real-time insights can enable a WFM admin to prioritize high-impact interactions, distribute workloads effectively, and deploy teams strategically. This agility maintains strong service levels while protecting agent morale and well-being.

AI-enhanced intraday management can also assist with controlling costs. If a contact center is experiencing lower volume due to inclement weather, a WFM admin can quickly identify the trend and take the right course of action with the assistance of AI to reduce the agent count. Agents can be prompted to voluntarily leave early and opt in to reducing head count with minimal friction.

Early adopters are already seeing results. AllThingsCX, for example, reports 50% CX cost savings after implementing intelligent contact center and agent management practices that combine automation with real-time insights.

Improve customer satisfaction with intelligent workforce management

Intelligent workforce management strengthens the core of contact center operations. Real-time visibility enables a WFM admin to maintain control, resolve challenges more quickly, and keep activities aligned with organizational goals. The ability to anticipate issues and take action early creates a more stable environment with stronger SLA adherence.

AI-powered forecasting and automated intraday tools also reduce operational costs by lowering overtime, reducing idle time, and improving agent adherence. Agents benefit from a more predictable, transparent work environment that promotes engagement and reduces attrition.

Customers feel the impact immediately. Reliable specialization coverage, shorter wait times, and seamless interactions create a high-quality service experience that holds steady, even as demand fluctuates.

Organizations that embrace intelligent workforce management build a foundation for continuous improvement, uniting AI, automation, and skilled leadership to deliver reliable, cost-effective, and adaptable customer service.

FAQ

How does AI forecasting strengthen day-to-day contact center operations?

AI forecasting improves long-range accuracy and reveals patterns or spikes humans may miss. By delivering more reliable predictions, a WFM admin starts each day with staffing plans that better match expected demand, reducing the pressure on intraday teams and enabling smoother, real-time adjustments when conditions shift.

What real-time visibility does ASAM provide?

The Automated Schedule Attendance Monitor (ASAM) surfaces live attendance updates, such as late logins, missed shifts, or extended breaks, without manual check-ins or phone tag. ASAM provides WFM admins with immediate insight into coverage gaps, enabling them to take action before service levels are impacted.

Do dashboards let a WFM admin change schedules directly?

Dashboards are designed for visibility, not editing. They bring together the most critical performance and attendance indicators in real time so a WFM analyst knows where action is needed.

Where does AI deliver the most value in workforce management?

AI delivers the most significant impact in forecasting, anomaly detection, and pattern recognition. These capabilities enable teams to anticipate fluctuations, automate manual analysis, and begin each day with more accurate and resilient staffing plans.

The holidays are the most exciting, but for many businesses they can be the most challenging time of the year, especially for retailers. The end-of-year rush, and its many holidays, often means an influx of customers and an overwhelming surge of incoming calls.

“What are your holiday hours?”
“Do you have this specific toy in stock?”
“When is the deadline for custom orders?”
“Do you have the holiday cookies available?”
“Can I make an appointment before the end of the year?”

During the holidays, you and your in-store team are focused on serving the customer right in front of you. The phone ringing off the hook becomes a burden, especially for routine questions.

However, the customer on the phone who is waiting for your answer is experiencing long wait times. This means abandoned calls, and abandoned calls mean missed revenue as well as a negative customer experience. That stops now.

The challenge: a missed holiday sale

A high-end jewelry store in December. A potential customer, Abigail, calls at 6:30 PM, needing to confirm if a specific piece of jewelry is still available for pickup before Christmas.

Without AT&T Office@Hand AI Receptionist: The two associates on the floor are swamped, ringing up a line of in-store buyers. The phone rings for five straight minutes until Abigail, frustrated, hangs up and decides to purchase a similar item from a competitor who answered the phone immediately. A crucial, high-value sale is gone.

The solution: always-on, AI-intelligent assistant

With AT&T Office@Hand AI Receptionist: When the phone rings, a professional, friendly voice answers instantly: “Thank you for calling The Jewelry Store. How can I help you today?”

• Intelligent intent: Abigail asks about the stock of a specific bracelet.
• Real-time answer: AI Receptionist, connected to the store’s inventory system, instantly confirms, “Yes, we have three of the Rose Gold bracelets in stock. Would you like me to hold one for you, or connect you with an associate?”
• Positive outcome: Abigail is happy with the instant, accurate answer. The sale is secured, and her customer experience is enhanced by the speed and professionalism of the interaction.

Built for reliability: never miss a call, ever.

AT&T AI Receptionist doesn’t take lunch breaks or time off for the holidays. It is your essential, 24/7 virtual front desk. It’s built on a secure, reliable, enterprise-grade platform with 99.999% uptime, ensuring your business stays connected during those most critical shopping moments.

AT&T AI Receptionist is seamlessly integrated into the AT&T Office@Hand ecosystem. This means one holistic solution to manage all your communications, from voice and fax to your intelligent receptionist.

This solution is perfect for retailers facing the seasonal spike:

• Boutiques & stores managing stock and returns during post-holiday sales.
• Cosmetic stores & beauty boutiques booking last-minute holiday appointments.
• Bakeries & specialty food stores managing high-volume calls regarding holiday hours, order status, and cut-off dates for seasonal items (e.g., custom cakes & holiday platters).
• Home goods centers fielding delivery status questions for holiday purchases.

AT&T Office@Hand AI Receptionist delivers a reliable, intelligent, and scalable communication solution that helps your business work smarter with prices starting at $39 for 100min./month.

Turn every call into a new customer. Want to explore AT&T Office@Hand AI Receptionist? Let our experts work with you to solve your challenges and accelerate outcomes. Contact your contact their AT&T Sales Rep, or call (877) 219-3898

Ready to order? Follow instructions here to instantly go live! https://assets.ringcentral.com/us/guide/how-to-order-ai-receptionist-for-attofficeathand.pdf

Visit AT&T Office@Hand to learn more.

RingCentral is proud to announce that RingEX has, again, been awarded the TrustRadius 2026 Buyer’s Choice Award.

This award is special because it comes directly from our users. It’s a testament to the trust our customers place in us every single day. The TrustRadius Awards are unique because they are based 100% on verified reviews and feedback from the people who rely on RingEX every day.

What this award really means

To win the Buyer’s Choice Award, a product must meet a high standard of customer satisfaction. This isn’t just about having a few good reviews; it’s about consistent, broad-based excellence. This award validates our commitment to delivering a solution that is powerful, provides outstanding value, and is backed by a partnership our customers can count on.

We are honored by this recognition, and the team at TrustRadius highlighted what this achievement signifies.

Our foundation, your success

As a pioneer in UCaaS, our mission has always been built on a strong foundation of unmatched reliability and a fierce prioritization of customer success. This award, and the feedback from our users, confirms that this focus is what matters most.

When we look at the “why” behind this feedback, our customers consistently point to a few key areas they value:

• A truly unified experience: They appreciate the simplicity of having calls, video meetings, messaging, and SMS in one streamlined app, which helps cut down on clutter and keep conversations in one place.
• Deep workflow integration: Users value the ability to connect RingEX with the other tools they rely on, helping to automate their work and avoid switching between apps.
• Enterprise-grade reliability: We hear time and again that our customers value the peace of mind that comes from a secure platform with 99.999% availability.
• Practical, time-saving AI: They’ve highlighted how the ability to transcribe calls, capture notes, and get instant meeting summaries is extremely helpful.
• Turn conversations into insights: Record and summarize sales conversations, provide insights, and keep CRMs up to date in ways they could not do before.

A sincere thank you

This award belongs to our customers. Thank you for your partnership, your feedback, and your trust. You inspire us to continue innovating and to keep raising the bar for business communications.

We look forward to building the future of communication with you.

See more RingEX reviews on TrustRadius.

Ring AIdea was a regional internal hackathon that united teams from our EMEA development hubs. The goal was simple: inspire and empower employees to experiment with AI, bring bold ideas to life, and collaborate across borders — while having fun along the way of course. Thanks to the collaboration and support from our leadership teams across EMEA, the event grew into something truly special — a celebration of creativity, teamwork, and cool ideas. Leaders from various business units helped shape the judging criteria, the selection format, and the overall experience, pulling in best practices from previous RingCentral hackathons in India and China.

From idea to demo

The hackathon kicked off in mid-September, and over the next two weeks ideas poured in. Over 100 colleagues joined from across EMEA, developing projects that ranged from fun video call filters and smart AI assistants to tools for detecting spam and improving productivity.

After weeks of intense collaboration, teams presented their projects to the judges over three days of live sessions. It was tough to choose the best among so many impressive ideas, but 12 teams made it to the final round.

Judges, mentors, and teamwork

Our judging panel included senior leaders and technology experts from different regions of the company — the US, India, China and Bulgaria— all bringing their unique perspectives to evaluate the projects. Each participating team also had a dedicated mentor who helped refine their concepts, improve prototypes, and prepare for presentations.

The Grand Finale

Two weeks later, the finalists showcased their upgraded projects. On November 7, the final event streamed live via RingCentral Events — complete with snacks, a celebratory cake, and enthusiastic cheers from every location.

And finally, the winners were announced! The top three teams were celebrated for their creativity, technical talent, and impact.  One standout team earned the People’s Choice award, and another received a special leadership prize for their innovative idea.

Celebrating across offices

During both the qualifying and final stages, local offices in Georgia, Spain, and Bulgaria hosted viewing zones, watch parties, and themed events. HR teams went all-in, organizing snacks, decorations, and merch giveaways to keep the energy high and the community spirit strong.

To make things even more exciting, the prize pool included cash awards for the top three teams. There was also a “People’s Choice” award and a special gift — an annual ChatGPT subscription for the winners. 

Every finalist received a limited-edition merch bundle to remember the occasion by.

Looking ahead

Ring AIdea showed just how much talent and imagination exists across our EMEA teams. It proved that when we combine creativity, collaboration, and AI, we can spark real innovation — and have a lot of fun along the way.

Kudos to all taking part in the Hackathon: the organizers, the participants and our audience. It’s been an amazing experience, and we can’t wait to see how these projects evolve into future solutions that shape the way we work. 

We spoke with members of our Veteran Employee Resource Group to understand what Veterans Day means to them — and what they hope others take away from their stories.

Meet our veterans

Alex Taus, Manager-Hypercare, served in the Army as an Infantryman from 2007 to 2012, deploying to Iraq in support of Operation Iraqi Freedom. Coming from a family with a strong military legacy, he was driven by both patriotism and personal purpose after high school.

David Hughes, SRE Tools Manager, enlisted in the U.S. Navy as a Fire Controlman, serving during the first Persian Gulf War. As a fourth-generation military family member and third-generation sailor, his service combined a love for computers and mechanics with a desire to continue his family’s tradition.

Eric Silver, Head of Strategic Sourcing & Operations, graduated from West Point and served as Captain in the Field Artillery at Fort Sill and Fort Hood. Inspired by mentors and family who served, he was drawn to the Academy’s legacy of leadership and service.

Tony Corwin, PS Project Manager 3, served in the Air Force as a telecommunications specialist across multiple bases, including the UK, South Korea, Germany, and Hungary. He joined to learn a practical trade while serving his country, building skills that shaped his post-service career.

What Veterans wish others understood

Military service is often misunderstood, shaped by assumptions about motivation or politics. As Alex explains, “Military service was chosen by most for reasons that transcend politics, personal beliefs, or what may be the norm. We swore an oath to defend the Constitution against all enemies, foreign and domestic. That was our job.”

Veterans come from diverse backgrounds with different reasons for joining — from educational goals to family legacies to a simple call to serve. Not all roles involve combat; most are technical, medical, logistical, or administrative. Tony notes that his telecommunications work directly prepared him for his civilian career, showing how service skills transfer across industries.

Above all, veterans are people first. They made a choice to serve, faced challenges few civilians encounter, and returned home with experiences that shaped who they are today. “The military is a very tough life — long hours, long deployments. It’s tough on families too,” Eric shares. David adds: “Veterans sacrifice a lot to serve our country — from the little pay we receive to the mental and emotional impacts of service. When you see veterans from World War II, the Korean War, or Vietnam, thank them. Many never received the recognition they deserved.”

If you or someone you know needs support, the Veterans Crisis Line is available 24/7 at 988, then press 1. Additional resources are available at: VA.gov/resources.

Transition to civilian life

Leaving the military means adjusting to an entirely new way of working and thinking. “Not every problem is a life-and-death situation,” Alex reflects. In service, decisions often carry life-altering weight. In civilian life, veterans must recalibrate that sense of urgency and perspective.

The skills gained through service — teamwork, discipline, problem-solving — remain invaluable. David notes that lessons learned 35 years ago still guide his work today. Yet, translating military experience into civilian terms can be challenging. Veterans often need to move away from acronyms and military-specific language to connect with new peers and leaders.

Alex’s advice is simple: “Trust yourself. The military, regardless of your job, taught you how to adapt, overcome, and find solutions to drive mission success.” That adaptability continues to serve veterans across industries, from tech to business leadership.

Reflecting on Veterans Day

For many, Veterans Day is deeply personal — a moment to honor bonds and sacrifices that last a lifetime. “One of the biggest things the military teaches us is ‘I’ve got your back,’” says David. “We call each other brothers and sisters. It’s a family. So Veterans Day is a celebration of my family.”

Eric shares a similar sentiment: “I was 18 when I showed up at the Academy, and I’m still closer with my classmates than anyone else in my life.”

But honoring veterans goes beyond one day of recognition. Alex encourages everyone to “take the time to learn and understand the human behind the uniform.” Whether through volunteering, engaging with veteran organizations, or simply asking questions, meaningful support is built on understanding.

Tony Corwin (left) and Alex Taus (right)

Building community through shared experiences

At RingCentral, the Veterans Employee Resource Group (ERG) offers a space for connection and belonging — a community built on shared experience. Its mission centers on camaraderie, mentorship, and support.

For Alex, finding that community made a tangible difference. “Coming to RingCentral was a scary time for me. Everything I knew was military and public service,” he says. “Finding the ERG helped validate my decision to enter an entirely new field and reassured me that I wasn’t alone.”

He encourages others to engage with veterans, especially older generations whose service often went unrecognized. “Walk a mile in their shoes,” he advises, “understand what miles those shoes walked before you pass judgment.”

Veterans bring resilience, leadership, and perspective that strengthen every organization. When companies create environments where veterans feel valued and supported, everyone benefits.

Thank you Veterans – Now and always

Recognition matters. Understanding matters more. Veterans carry their experiences with them always — shaped by service but not defined solely by it.

Tony, Alex, Eric, David, and all veterans at RingCentral and beyond, thank you. Thank you for your courage, sacrifice, the challenges you’ve overcome, and the ways you support one another and those around you. Your commitment to something larger than yourselves inspires us all.

Amidst the swift evolution of customer expectations and ongoing digital transformations, insurance companies grapple with the challenge of harmonizing empathetic policyholder assistance with operational effectiveness. Intelligent Virtual Agents (IVAs) are proving to be a transformative solution, empowering insurers to deliver continuous support, optimize claims processes, and elevate policyholder contentment.

Let’s explore how IVAs are revolutionizing insurance services and why they’re becoming an essential tool for forward-thinking institutions.

The insurance landscape: Challenges and opportunities

Insurance carriers have long been pillars of support, but they now face increasing pressure to modernize their services while maintaining the personal touch that builds long-term trust. Key challenges include:
Rising policyholder expectations: Today’s customers expect instant, 24/7 access to policy information, claims status, and support across multiple channels.

• Operational efficiency: Insurers must optimize resources—from underwriting to claims processing—to remain competitive without sacrificing service quality.
• Regulatory compliance: Navigating complex, state-by-state financial and data privacy regulations while ensuring smooth operations.
• Technology integration: Modernizing legacy systems and core platforms without disrupting existing services or policyholder trust.

IVAs offer a powerful solution to address these challenges, enabling insurers to enhance their service offerings while staying true to their core values.

What are intelligent virtual agents (IVAs)?

IVAs are AI-powered software applications designed to interact with policyholders using natural, conversational language. Unlike basic chatbots, IVAs can understand context, intent, and nuance, allowing them to handle complex inquiries and transactions across various channels—web, mobile, phone, and SMS.

Key capabilities of IVAs for insurance companies include:

• Natural language processing: Understanding and responding to policyholder queries in a human-like manner.
• Multi-channel support: Providing consistent experiences across digital and voice channels.
• Personalization: Leveraging policyholder data to offer tailored recommendations and support.
• Seamless handoffs: Transitioning complex issues to human agents or adjusters with full context preservation.
• Compliance management: Ensuring all interactions adhere to regulatory standards.

The value of IVAs for insurance companies

• 24/7 policyholder support: IVAs enable insurers to offer round-the-clock assistance, addressing common inquiries such as policy coverage details, premium payment status, and requests for ID cards. This constant availability enhances policyholder satisfaction and reduces the workload on human staff.
• Streamlined claims processing: By automating the First Notice of Loss (FNOL) and guiding policyholders through the initial application processes, IVAs dramatically streamline claims operations. This not only speeds up the process for distressed customers but also allows human adjusters to focus on more complex cases and high-touch relationship-building.
• Enhanced fraud detection: IVAs can quickly flag and respond to suspicious account activities or claims submissions. They can analyze interactions for inconsistencies and immediately escalate high-risk cases, allowing members to report concerns without waiting for a human agent. This rapid response is crucial in preventing financial losses.
• Personalized quoting and guidance: Leveraging data analytics, IVAs can offer personalized product recommendations, guide potential customers through the quoting process, and identify cross-sell opportunities. This proactive approach helps insurers add value beyond basic transactions and grow their business.
• Scalable customer service: During peak times or catastrophic (CAT) events like hurricanes or wildfires, IVAs can handle massive surges in inquiries without the need for additional staffing. This scalability ensures consistent service quality and helps insurers manage operational costs effectively.
• Regulatory compliance: Configured to adhere to financial regulations, IVAs help insurers maintain compliance in every interaction. They can be programmed to follow specific scripts for disclosures, ensure proper documentation, and flag potential compliance issues for review.

Implementing IVAs: Best practices for insurers

• Start with clear objectives: Define specific goals, such as reducing FNOL call volume, improving quote completion rates, or enhancing policyholder satisfaction scores (NPS).
• Focus on high-impact use cases: Begin with common policyholder inquiries (e.g., “Where is my claim?”) and transactions (e.g., “Pay my bill”) to demonstrate quick wins.
• Ensure seamless integration: Work with IVA providers that offer easy integration with your existing core policy management systems, billing platforms, and claims databases.
• Prioritize policyholder privacy and security: Choose IVA solutions with robust security features and ensure they comply with all relevant data protection regulations (e.g., HIPAA, PCI, GDPR).
• Provide for human escalation: While IVAs can handle many tasks, ensure there’s a smooth process for transitioning complex or empathetic issues to human agents when necessary.
• Continuously monitor and improve: Regularly analyze IVA performance metrics and customer feedback to refine and expand its capabilities over time.

Why RingCentral IVAs stand out for insurance

RingCentral’s IVA solutions are particularly well-suited for insurers, offering:

Easy implementation: A user-friendly interface and pre-built templates for common insurance use cases allow for quick deployment.

Omnichannel consistency: Seamless experiences across web, mobile, and voice channels, maintaining context as customers switch between platforms.

Advanced AI capabilities: Leveraging natural language processing and machine learning to understand and respond to complex policyholder inquiries effectively.

Robust security and compliance: Built on a secure cloud platform with encryption and features to ensure adherence to financial regulations and data protection standards, including SOC 2 & 3, PCI-DSS, and GDPR.

Integration flexibility: Easy connectivity with existing insurance systems and third-party applications through APIs and pre-built integrations.

Scalability: Cloud-based architecture that allows insurers to easily scale their IVA capabilities as needs grow, especially during peak events.

Conclusion: Embracing the future of policyholder service

As insurers navigate the challenges of digital transformation, IVAs offer a powerful tool to enhance policyholder experiences, streamline operations, and stay competitive. By providing 24/7 support, personalized service, and efficient problem-solving, IVAs enable insurance companies to maintain their commitment to customer-centric service while embracing technological innovation.

The time is now for insurers to explore and implement IVA solutions. With RingCentral’s advanced IVA platform, companies can confidently step into the future of financial services, delivering exceptional experiences that blend the best of technology with the human touch that policyholders value.

Ready to transform your insurance company’s customer service? Discover how RingCentral’s IVA solutions can help you achieve your goals. Check out our latest eBook on IVAs for Financial Services to learn more and get started today.

The Career Show Awards recognizes the best practices in attracting, retaining, and developing talent. It showcases the most innovative, creative, and effective strategies for people management and employer branding in Bulgaria.

In the competitive 2025 edition, RingCentral Bulgaria was recognized with two awards that directly reflect our passion and commitment. We received Silver for the”Feedback Strategy” category and Bronze for “Events participation.”

This double recognition validates our ongoing efforts of creating a work environment where people are the core of everything we do. It is of utmost importance for us to foster a culture of open communication, continuous learning, and genuine engagement. By actively listening to our employees and encouraging participation , we continue to build a workplace where everyone feels valued, empowered, and inspired to grow.

We’re so proud of these awards, but the real win goes to our people. Supportive and vibrant, they are the ones that make our culture unique. Ready to join our team? Explore our open roles and start your career journey with us!

Contributing to your local community is an essential part of building a strong, supportive, and sustainable environment. At RingCentral Bulgaria, we recently adopted a beehive! A small but significant way to support local beekeepers and foster a culture of meaningfulness among our colleagues.

Choosing our hive was an adventure of its own. We set out on a journey to the village of Drugan. We were greeted warmly by the Omaiski family, local experts and passionate beekeepers, and introduced to the life of bees and the art of beekeeping.

The highlight of the visit was choosing our own RingCentral Hive — Cyber Hive (Кибер Кошер) capturing the spirit of our team — blending innovation with hands-on, sustainable support. The Cyber Hive now stands as a powerful symbol of our partnership, representing our name, our spirit, and our shared commitment to purpose-driven work.

At RingCentral, our culture is as vibrant as our beehive — join us and be part of the hive!

Today, we’re introducing RingCentral AVA, a fully integrated AI virtual assistant that helps employees stay focused, connected, and productive.

AVA connects conversations, content, and workflows across the entire RingEX platform, bringing voice, video, and messaging together in one seamless experience. It captures details automatically, summarizes what matters, and helps teams act faster, all within the apps and channels employees already use.

Designed for real work

Employees today are juggling more tools and data than ever, often switching between apps thousands of times per day. AVA eliminates the friction of fragmented workflows by connecting voice, video, and messaging in one intelligent experience.

Most AI tools work in isolation. They summarize meetings or generate text, but they don’t understand how work actually happens. AVA changes that, bringing context, action, and trusted voice intelligence into every interaction.

According to RingCentral’s 2025 State of AI in Business Communications report, 88% of teams already use AI weekly, and most leaders say it’s essential for improving productivity. AVA delivers that intelligence directly where work happens.

“By putting trusted voice intelligence at employees’ fingertips, AVA makes work more productive and empowering,” said Kira Makagon, President & COO, RingCentral. “AVA is your personal virtual assistant that enables you to work smarter, faster, and more efficiently.“

What AVA can do

Unlike disconnected AI tools, AVA works wherever you do (across calls, meetings, messages, and chats) so you can stay focused without switching between apps.

Understand and summarize in real time

AVA listens across meetings and calls, automatically capturing key points, open questions, and follow-up actions. It generates polished summaries and highlight reels so teams can stay focused on the conversation rather than note-taking.

Help you move from insight to action

From drafting or refining messages (and even translating them across languages) to surfacing next-step prompts and guiding you toward relevant workflows or settings, AVA helps translate discussions into action.

Empower self-serve learning and productivity

AVA makes it easy for users to onboard smoothly and build confidence using RingCentral. It proactively offers suggestions, assists with setup, and helps users discover new tools and features, allowing productivity to improve over time with less handholding.

Work securely, anywhere

Built on RingCentral’s enterprise-grade AI platform, AVA keeps data private and compliant, giving teams the confidence to use it across every interaction.

Built on trusted voice intelligence

AVA is designed around how people communicate. It understands tone, intent, and meaning from real conversations (not just text), enabling more accurate summaries and actionable insights.

Voice is the future of AI: 81% of business leaders plan to adopt tools that analyze voice data in the next year, recognizing it as the richest source of insight.

This is where RingCentral stands apart. AVA combines decades of trusted voice intelligence, drawn from billions of minutes of secure, anonymized business communications, with the latest advancements in conversational AI. That scale and depth give AVA a uniquely deep understanding of how people actually talk, collaborate, and get work done.

Built on RingCentral’s enterprise-grade platform, AVA operates inside the same trusted ecosystem global organizations rely on for compliance, security, and reliability.

Real businesses, real results

Companies already using features of AVA’s technology are seeing results across industries.

At the Detroit Pistons, AI-powered not-taking has streamlined internal operations. “Implementing AI for our operations has been a game-changer,” said Paul Rapier, VP of IT. “It’s improved how we stay organized and aligned, especially during complex planning sessions.”

Cross Country Healthcare uses AI summaries to keep teams synchronized. “Using AI-powered notes for calls and meetings has been a game-changer for our workflow,” said Izzy Choute, Telecommunications Engineer III. “The automatic transcription captures every detail, and the smart summaries help us revisit key points quickly.”

At Kitay Law Offices, the call notes feature has transformed client intake. “It’s made a significant difference in our process for potential new clients,” said Thomas Pivnicny, Managing Partner. “If we miss something, we have something to fall back on.”

Across industries, teams report smoother collaboration, faster decisions, and stronger client relationships powered by RingCentral AI.

Built for what’s next: agentic AI

AVA marks RingCentral’s continued step toward agentic AI: intelligent systems that take initiative on your behalf.

Gartner predicts that by 2028, 15% of daily work decisions will be made autonomously by AI. AVA is built for that future. Soon, it will go beyond summarizing and assisting to handling proactive tasks like scheduling, routing, and workflow management, turning insight into action automatically.

It’s the beginning of a new era where employees and AI work side by side, making business communication more connected, intelligent, and human. With 97% of business leaders planning to increase AI investments over the next five years, AVA sets the foundation for that evolution. And because AVA lives across every part of the RingEX platform, it keeps that intelligence connected (from your first call of the day to your last message) so context is never lost and collaboration stays effortless.

AVA fits naturally into how you already work, and transforms how you work. You start thinking faster, going deeper, and staying effortlessly on top of everything. With the repetitive tasks handled, you have the space to focus on what only you can do: the creative, strategic, and human work that moves your business forward.

Get started with AVA

AVA is available now in the U.S. through an early access program for all RingEX customers. Existing users will be able to activate AVA at no additional cost once it’s generally available.

Learn more and join the waitlist at https://www.ringcentral.com/products/ai-virtual-assistant.html.

New Customer Engagement Bundle introduces advanced queue management and SMS shared inbox capabilities to power informal contact centers.

The new offering captures growing customer engagement demand at the intersection of Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). Included in this new release are new paid add-ons for RingEX customers that enhance call queue management and expand SMS functionality. Additionally, RingCentral is launching a new Customer Engagement (CE) Bundle, which brings together all capabilities of RingEX plus SMS and Call Queue add-ons in one simple package. With CE Bundle, teams can see how voice and SMS interactions are performing in real time so they can keep every customer experience on point.

According to IDC, over half of organizations consider it important for their unified communications solution to have lightweight Informal contact center capabilities embedded in it. By combining calling and team collaboration with customer engagement features, RingCentral is redefining how businesses engage customers across every touchpoint. Together, these solutions help businesses respond faster, improve satisfaction, and strengthen every customer relationship.

“More than one third of RingCentral customers already use RingEX as an informal contact center solution where employees share customer service and sales inbound calls and SMS communication with other activities, unlike traditional contact center agents who handle customer interactions on a dedicated basis,” said Kira Makagon, President & COO, RingCentral. “The future is about helping make every business a customer-centric organization —bringing AI together with unified communications and contact center capabilities. With Customer Engagement Bundle, we’re giving every organization the tools to create experiences that drive loyalty, efficiency, and revenue.”

The challenge: keeping teams aligned and responsive across multiple communication channels without adding complexity or cost.

What is the RingEX Customer Engagement Bundle?

CE Bundle is a purpose-built solution for organizations that can’t afford to miss customer conversations but don’t need the complexity of a full-scale contact center solution. Key features include all capabilities already provided in the RingEX Ultra package, plus:

• Intelligent call queue management provides estimated wait time and convenient callback options, reducing abandonment and creating smoother, more satisfying experiences for customers.
• Shared SMS inbox allows any employee assigned to this Inbox to respond to customer SMS with help of AI Writer, so no customer message is ever missed.
• Reply templates and SMS compliance for faster, consistent responses.
• Real-time reporting and analytics providing managers with live visibility to what is in queue, allowing to deliver consistently good customer experience.

“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.”

Availability

RingCentral CE Bundle is available immediately with flexible options, including CE Bundle, which is RingEX Ultra + SMS Booster + Call Queues Booster or Call Queues Booster for call queue management; SMS Booster for SMS features.
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