In a strategic move to strengthen its unified communications portfolio, AT&T
has deepened its 10-year collaboration with RingCentral by
integrating RingCX, RingCentral’s advanced AI-powered contact center
solution, into its Office@Hand platform.
With this
expansion, AT&T is bringing powerful omnichannel capabilities and
conversational AI directly to its business customers across the U.S.. The newly
enhanced Office@Hand platform will allow organizations to manage voice, video,
SMS, chat, and over 20 digital channels all within a single, cloud-based
interface. This evolution aims to streamline customer interactions, boost agent
efficiency, and improve end-user experience.
“Expanding our
long-standing partnership with RingCentral allows us to bring powerful contact
center capabilities and conversational intelligence into the mix giving our
customers even more value,” said Joe Petrocelli, VP of Communications Services
at AT&T Business.
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A Bigger Play in the UCaaS/CCaaS Market
AT&T isn’t alone
in turning to RingCentral’s technology. A broader industry trend is taking
shape, with major telcos increasingly tapping into RingCX to power
their own UC (Unified Communications) and CC (Contact Center) offerings without
the time and cost of building them from the ground up.
The collaboration
between AT&T and RingCentral perfectly illustrates this shift,
combining AT&T’s robust network infrastructure with RingCX’s
cloud-native, AI-rich contact center tools. This includes real-time
transcription, sentiment analysis, intelligent routing, and live agent coaching
delivered seamlessly across digital channels.
“By expanding Office@Hand
Business Communication with RingCX and RingSense AI, we’re delivering a unique
platform that enhances CX and empowers end-users to grow their business,”
added Homayoun Razavi, EVP & GM, Global Strategic Partnerships,
RingCentral.
Speed to Market Meets Scalability
By bringing RingCX
into the fold, AT&T is speeding up its go-to-market efforts and
strengthening its UCaaS offerings with the AI features today’s businesses are
actively looking for. This gives AT&T a competitive edge while offering
enterprise clients a more modern and intuitive communication platform.
And AT&T is not the only telco making moves BT, one of the
UK’s largest telecom providers, is also embedding RingCX into its contactcenter-as-a-service (CCaaS) solution.
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So why are telcos
gravitating toward RingCX?
It’s
simple: RingCX provides a turnkey solution that combines AI innovation
with scalable omnichannel communication without the heavy lifting of in-house
development. This allows providers like AT&T and BT to offer
differentiated, branded services at a faster pace and lower cost.
“AT&T’s
integration of RingCentral’s AI-powered contact center and conversational
intelligence into Office@Hand delivers the comprehensive, AI-first customer
experience platform enterprises are demanding,” noted Dave Michels,
founder of analyst firm TalkingPointz.
“This partnership
proves that telcos can reduce complexity and cost for their customers while
standing out in a crowded market.”
Why RingCX Is Gaining
Traction Among Telcos
One major reason for
RingCX’s momentum is its ability to embed seamlessly into existing telco ecosystems,
combining the provider’s network strengths such as BT’s security and fraud
prevention or AT&T’s nationwide infrastructure with RingCentral’s
AI and omnichannel capabilities.
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This embedded approach not only speeds up deployment but also
offers greater innovation flexibility. Telcos can introduce AI-powered
features like sentiment tracking, automation, and omnichannel support while
sidestepping the resource drain of building tech from scratch.
RingCX’s strong telco
heritage, combined with RingCentral’s deep investment in AI, cloud-native
architecture, and API-rich design, positions it as a go-to engine for powering
next-gen communication platforms across the globe.
The Bigger Picture:
Platform-Led Innovation Is Here
The rise of RingCX
among telcos like AT&T and BT highlights a bigger shift in the UCaaS and
CCaaS landscape: platform-based partnerships are replacing monolithic
in-house builds.
Today’s service
providers need fast, flexible, and AI-driven communication tools to keep up
with customer expectations. RingCX fits this need perfectly, acting as the
white-label foundation behind branded, high-impact business communication
offerings.
As demand
for AI-augmented, omnichannel experiences continues to surge,
platforms like RingCX are no longer just optional they’re foundational.
To participate in our interviews, please write
to our Contact Center Tech Media Room at sudipto@intentamplify.com
