Two interesting takeaways from RingCentral‘s 3Q25 earnings call:
RingCentral made a seemingly minor observation that caught my full attention: 70% of RingEx calls and SMS traffic now stems from customer engagement rather than internal communication.
This is why the company introduced new packages that bring contact center capabilities to any team handling customer inquiries.
Given RingCentral’s footprint, I read it as a signal of a broader post-COVID shift I have been observing anecdotally: customer conversations are increasingly happening outside the customer service department.
For example, in June at the Databricks Data + AI Summit 2025, Jamie Dimon, Chairman and CEO of JP Morgan Chase, noted its service and call centers were employing 150,000 people, a significant share of the 320,000-strong financial institution.
We have been talking about harnessing all departments for customer communications for nearly 20 years, but the reality is that it was mostly vendors teasing the art of the possible rather than a real market demand.
Now it is not only happening, but businesses are investing in tools to manage these customer interactions with the same rigor applied to their contact centers.
The second noteworthy observation is that RingCentral’s AI portfolio is enjoying strong traction, notable given how challenging AI adoption has been for many businesses.
The company shared a chart at its investor briefing showing rapid product uptake. These are billed products, not bundled capabilities, demonstrating that simple, high-value AI use cases can be delivered out of the box for SMBs.