RingCentral wins Metrigy top provider awards in CCaaS

RingCentral has been named a Metrigy MetriStar Top Provider in Contact Centre-as-a-Service and Workforce Engagement Management, based on feedback from 1,437 customer experience leaders.

The rankings place RingCentral among six top-tier providers in the CCaaS category and among three recognised in WEM. Metrigy also identified it as the only provider to rank at the top in both reports.

The awards draw on Metrigy's Customer Experience MetriCast study, which surveyed CX leaders across 10 countries and 37 industries. Vendors were assessed on customer sentiment and reported business outcomes from users of their products.

In the CCaaS findings, RingCentral was identified as the top performer for enabling revenue growth among customers using those platforms. In WEM, it recorded the highest overall customer sentiment score and led on reliability and analytics.

The results show how buyers are assessing customer service technology as companies increase investment in artificial intelligence and seek closer links between contact centres, workforce tools, and broader communications systems. Metrigy's research found that AI was the technology most often credited with improving customer service over the previous year, while 85% of respondents said they were increasing AI spending.

The awards covered RingCentral's CCaaS product, RingCX. According to the company, the platform works alongside its RingEX business communications suite, combining customer-facing contact centre functions with internal tools including telephony, messaging, meetings, and an AI assistant.

Market signals

The findings suggest customer sentiment remains an important measure in a market where providers are also being judged on evidence of commercial returns. To earn a top-tier CCaaS award, providers had to achieve above-average customer sentiment scores as well as above-average improvements in business success metrics.

Across the wider CCaaS market, the average customer sentiment score in the study rose to 8.38 out of 10 from 8.05 a year earlier. Against that backdrop, RingCentral's inclusion among the leading providers indicates that it performed above category averages on both customer ratings and reported outcomes.

In WEM, its strongest reported areas were reliability, analytics, and customer sentiment. Workforce engagement management software is used by contact centre operators for functions such as scheduling, performance monitoring, and analytics for agents and supervisors.

The study gathered detailed information on adoption plans, spending, provider ratings, and reasons for switching suppliers. That gives the awards more weight than a simple popularity survey, as the scoring also reflects what customers reported about business performance after implementation.

Kira Makagon, President & Chief Operating Officer at RingCentral, said the result reflected how buyers now view the sector. "Metrigy's top recognition for RingCX across both CCaaS and WEM is a powerful, customer-validated signal of RingCentral's leadership in the customer engagement market," Makagon said.

"Enterprises are no longer looking for a contact center or a communications tool. They want an AI-powered platform for meaningful customer interactions where every conversation is handled intelligently to drive tangible outcomes. That's exactly what RingCentral delivers."

Research findings

Robin Gareiss of Metrigy linked the rankings to measurable operational and commercial results. "The MetriStar Top Provider Awards reflect what matters most: real-world outcomes that drive business success," said Gareiss, Chief Executive Officer and Principal Analyst at Metrigy.

"RingCentral performed very well in two key CX platforms, CCaaS and WEM. Combined with its AI capabilities and UCaaS platform, RingCentral is delivering a communications ecosystem that drives measurable improvements in revenue, customer satisfaction, and operational efficiency at the highest levels."

The market for customer engagement software has become more competitive as providers seek to combine contact centre products with unified communications and AI tools. Buyers increasingly want fewer systems, tighter integration, and analytics that can be shared across departments.

That trend has pushed vendors to position contact centre software not as a standalone system but as part of a broader communications stack. RingCentral argues that combining RingCX with RingEX helps connect frontline service teams with the wider organisation in a single environment.

Metrigy said the WEM suite in particular surfaced analytics that could be used to improve agent and supervisor performance. Such tools are gaining prominence as contact centres face pressure to improve service quality while controlling staffing costs and managing more digital interactions.

The study covered a broad cross-section of industries, suggesting that interest in AI-led customer service tools is no longer confined to early adopters. Instead, demand appears to be spreading across sectors as companies test whether automation and analytics can improve revenue, customer satisfaction, and operational efficiency.

Only three providers globally received Top Provider recognition in the WEM report, underlining how narrow the top tier was in that part of the market.