November 04, 2025
RingCentral Announces AVA the Virtual Assistant and RingWEM
Meet AVA, RingCentral’s New Virtual Assistant
Many SaaS tools are packing an AI assistant now, and RingCentral’s AVA adds many useful features for contact centre users.
Features help them by understanding and summarising calls in real time, as AVA listens across meetings. It automatically captures key points, open questions, and follow-up actions. AVA also generates polished summaries and highlight reels of team calls, so workers can stay focused on the conversation rather than note-taking.
It also drives the move from insight to action, creating ideal messages and surfacing next-step prompts, guiding users toward relevant workflows or settings. It can also support self-serve learning and productivity throughonboarding, advice and helping discover the AI tools and features that traditional users might miss out on.
RingWEM Suite Boosts Contact Management Skills
The RingWEM Suite comes loaded with the following capabilities:
- AI Quality Management – Uses AI to automatically score calls and coach contact center agents.
- AI Workforce Management – Provides AI-based predictive forecasting, scheduling, and real-time intraday adherence to align staffing with demand—reducing contact center costs and improving service levels.
- AI Interaction Analytics – Delivers AI-driven customer satisfaction (CSAT) insights across voice and digital channels, exposing call drivers, customer intents, and sentiment trends to uncover opportunities for improvement and growth.
- Screen Recording – Enables supervisors to evaluate agent interactions holistically with synchronized call and screen recordings, providing comprehensive visibility into both conversation quality and workflow efficiency.
The new product should hit general availability for users in early 2026. One early example of success comes from Novatech, achieving a 43% reduction in after-call work time, 70% faster call review speeds and agents now handling up to 20% more calls per day.
Talking WEM and Contact Centre Needs
RingWEM helps users understand customer intent and sentiment across voice and digital channels, improving satisfaction and loyalty It can empower contact centre agents with AI tools that simplify workflows and improve every interaction. And for team managers, it can help predict staffing needs and manage workloads intelligently to maintain consistent service quality, even during peak periods.
“Focus on customer experience and employee engagement is what separates businesses that thrive from those that stall,” said Jim Dvorkin, SVP Customer Experience Products, RingCentral. “With RingWEM, we’re redefining how businesses optimize their operations and empower their employees. By turning every interaction into actionable intelligence, RingCentral helps organizations deliver smarter service, stronger performance, and the kind of customer experiences that drive lasting growth.”
“RingCentral’s approach to Workforce Engagement Management exemplifies the next phase of contact centre evolution,” said Alpa Shah, Global Vice President, CX Practice, Frost & Sullivan. “By integrating AI Quality Management, Analytics, and Workforce Planning into one cohesive suite, RingCentral is helping organizations turn customer interactions into strategic assets.”
“RingCX AI has transformed the way our teams work,” said Thomas Darling, Customer Satisfaction Supervisor & Supply Manager at Novatech, an IT professional services company. “We’ve reduced after-call work time by 43%, we review calls 70% faster, and our agents now handle up to 20% more calls per day—all while delivering a more personalized customer experience. The visibility, automation, and AI insights we now have are game-changers.”
Check out the RingCentral blog post for more product details, and find out more about AVA here.
