RingCentral is placing a bigger bet on agentic voice AI, using its Q4 FY2025 earnings call to frame AI as more than a feature layer in UCaaS and CCaaS.
CEO Vlad Shmunis said the company’s latest performance is “not an aberration,” telling the earnings call it is “an early sign of good things yet to come as RingCentral transforms itself into an agentic voice AI company.”
It comes amid RingCentral’s wider push to position voice AI as a practical, ROI-led shift rather than another enterprise pilot trend, after the company detailed its deeper OpenAI integration aimed at embedding frontier models directly into live call workflows.
AI Adoption Becomes the KPI RingCentral Wants Everyone Tracking
RingCentral’s most telling AI metric was the growth of ARR tied to customers paying for AI products. Shmunis told the RingCentral earnings call ARR from customers who utilise at least one monetised AI product has “more than doubled year-over-year and is now approaching 10% of our overall ARR.”
He added that AI is showing up most strongly in new customer wins:
“With new logo acquisitions, AI attach rate is meaningfully higher, making it a long-term tailwind.”
CFO Vaibhav Agarwal reinforced that this will increasingly guide how RingCentral reports progress, saying:
“We plan to report on our progress with RCAI-utilizing customers periodically instead of previously disclosed cohort-based metrics.”
AIR, AVA, ACE: AI Across the “Conversation Journey”
President and COO Kira Makagon described agentic voice AI as RingCentral’s “strategic priority,” saying it is delivering “clear ROI.”
“RingCentral AI-utilizing customers are driving tangible value. They have higher usage, increased spend, and stronger retention.”
Makagon positioned RingCentral’s AI portfolio as three products aligned to the conversation lifecycle:
- AIR (AI Receptionist): automates the initial call-handling experience
- AVA (AI Virtual Assistant): supports users and agents in real time during calls
- ACE (AI Conversation Expert): analyses recorded interactions after the call for coaching, quality, and performance
On AIR, Makagon said it acts as a virtual receptionist that ensures businesses “never miss an important call or lead.” It can handle multiple calls simultaneously, is multilingual, and can “answer questions, schedule appointments and meetings, and route calls.”
She also leaned into deployment simplicity: “AIR is easy to set up with no professional services required in most cases.”
AIR is also RingCentral’s fastest-growing agentic voice AI offering. “In Q4, AIR customer count reached 8,300, up 44% sequentially,” she told the earnings call, with customers increasingly “adding usage-based minute bundles” to improve front-office operations and call intake.
ACE is scaling too. Makagon said it has been well received, with customer count “now exceeding 4,800, up 144% year-over-year.”
The Monetisation Point UCaaS Buyers will Notice: AI That’s not Tied to Seats
One of the most important lines on the call was how RingCentral is monetising AIR. “With a usage-based model, AIR revenue scales directly with our customer’s business activity and is not subject to potential reduction in seat counts,” Makagon said.
That’s a direct response to a challenge facing many UCaaS providers: even when adoption is strong, growth can be constrained by flat headcount and licence rationalisation. Usage-based AI automation, particularly at the front door of inbound calls, creates a path to expansion that can grow with business activity.
What to Watch Next
Over the next few quarters, there are three practical signals UC and CC leaders should monitor.
First, whether RingCentral provides additional visibility into AI performance as “RCAI-utilizing customers” becomes the headline metric.
Second, whether AIR’s usage-based model proves repeatable across verticals and partner routes to market, beyond early proof points.
Third, whether RingCentral can consistently quantify outcomes in areas like call capture, routing accuracy, handle time, quality management efficiency, and retention.
According to Shmunis, the company believes it can “revolutionize business communications yet again, now through AI.”
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