RingCentral has embedded its Customer Engagement Bundle (CEB) directly into Microsoft Teams, allowing organizations to add contact center functionality without deploying a separate CCaaS platform. The Teams-native integration includes call queues, shared SMS inboxes, intelligent routing, analytics, and RingCentral’s AI tools such as AI Receptionist, AI Virtual Assistant, and AI Conversation Expert. RingCentral positions the offering as a solution for mid-market organizations that need more than basic UCaaS capabilities but do not require the complexity and cost of a full enterprise contact center. The company reports that more than 5,000 customers have adopted CEB since launch, with many also purchasing AI capabilities.
Learn more at CX Today.