RingCX is RingCentral’s cloud contact center. Its Service Attachment describes it as formerly known as RingCentral Engage Omni, and as a cloud-based contact center and omnichannel solution with inbound and outbound voice routing, queuing and distribution plus digital channel management.[1] RingCentral also lists three older contact center services in its Online Terms, RingCentral Contact Center, Engage Digital and Engage Voice, each with its own Service Attachment.[7] All four are licensed by agent Seat and share a similar billing structure: a contracted number of Seats payable in full, on-demand Seats at a premium, and usage fees on top.
Editions
RingCX is sold in four public packages. Standard covers voice and 20+ digital channels with ACD, IVR, skills-based routing and agent screen recording. Professional adds AI Quality Management and AI Agent Assist. Elite adds AI Supervisor Assist, AI Interaction Analytics and AI Workforce Management. Enterprise Contact Center covers voice and 30+ digital channels with advanced routing, feedback management and advanced quality management, workforce management and analytics, with no public price.[2] Standard, Professional and Elite show USD 65, 95 and 145 per user per month beside USD 75, 110 and 165, and the page advertises savings of up to 15% for annual payment, so the lower figures are consistent with annual billing.[2] See RingCX Standard, RingCX Professional, RingCX Elite and RingCX Enterprise Contact Center.
| Package | Annual price signal | Notable inclusions | Source |
|---|---|---|---|
| Standard | USD 65 per user per month | Voice, 20+ digital channels, ACD, IVR, skills routing, screen recording | [2] |
| Professional | USD 95 | Standard plus AI Quality Management and AI Agent Assist | [2] |
| Elite | USD 145 | Professional plus Supervisor Assist, Interaction Analytics, AI Workforce Management | [2] |
| Enterprise Contact Center | Contact sales | 30+ digital channels, advanced WFM and analytics | [2] |
The same page prices stand-alone AI add-ons from USD 25 per user per month for AI Quality Management, Interaction Analytics, Agent Assist and Supervisor Assist, and from USD 20 per user per month for AI Workforce Management.[2] The Elite package therefore bundles features that cost additional licences when bought individually on a lower package.
Metrics
Seat, named or concurrent
In the RingCX attachment a Seat is either a named licence based on the named persons who use the service, or a concurrent licence based on the number of persons simultaneously using it.[1] The attachment does not say which model applies to a given order, so the choice is a commercial term in the RingCX Order. Each Seat includes 2,000 minutes of IVR per month and 4,000 outbound domestic minutes; free minutes do not apply to international, automated dialer or inbound toll-free calls and do not roll over.[1] See RingCX Seat and A RingCX Seat is named or concurrent and includes minutes.
Legacy attachments use the same pattern. A Contact Center Seat is a licence for a single named person or concurrent users.[3] Engage Digital and Engage Voice define a Seat as a named or concurrent licence, and each Engage Voice Seat includes 2,000 minutes of IVR per month.[4][5] IVR-only packages carry no Seat restrictions.[5] See Legacy contact center Seat (Contact Center, Engage Digital, Engage Voice) and Engage Voice seats are named or concurrent with 2,000 IVR minutes.
Contract Seats and On-Demand Seats
The customer agrees to pay for at least the number of Seats on the RingCX Order, at the per-Seat price on that order, regardless of how many Seats are used, plus per-minute usage fees, subscription packages and any additional fees.[1] Contract Seats can be added at any time through a new order or a written amendment, and the customer must pay for added Seats until the end of the Term.[1] This ratchet means there is no mid-term reduction right in the attachment. See RingCX is paid for at least the contracted Seats.
On-Demand Seats let the customer use additional Seats as needed. They are billed at the Contract Seat Price plus an overage charge of 20 USD per month per Seat until removed, charged for the full month regardless of days used, and the billed quantity for each month is the highest number of On-Demand Seats used in that billing period.[1] The legacy Contact Center and Engage Digital attachments use the same 20 USD premium; the Engage Voice attachment refers to “an overage charge” without stating an amount.[3][4][5] See On-Demand RingCX Seat, On-Demand RingCX Seats cost the contract price plus 20 USD per month, Legacy Contact Center on-demand seats add 20 USD per seat and Engage Digital on-demand seats add 20 USD per seat.
Because the attachments let account administrators change user rights, skills, routing and the activation of On-Demand Seats in the web console, and make the customer solely responsible for the billing impact of those actions, access to the administrator role is a licensing control.[1] See RingCX requires a RingEX account.
Counting and floors
Compliance work for RingCX compares three numbers: contracted Seats, peak named or concurrent agents in each month, and On-Demand Seats billed. Because on-demand billing uses the monthly peak and a full month’s charge, a single busy day can cost a month at the premium rate. RingCX requires an active RingEX account, and Engage Voice has the same requirement.[1][5]
The attachments contain service conditions that affect design rather than cost. RingCX, Contact Center and Engage Voice do not provide 911 calling, and the customer must supply alternatives.[1][3][5] For RingCX the customer must not record or store payment card data, pausing recordings when card data is received.[1] The attachment also states that RingCentral will not redesign its ManualDial product to dial randomly or sequentially generated numbers or act as a predictive dialer without human intervention for each call, and disclaims reliance on marketing statements about TCPA compliance.[1] The Acceptable Use Policy separately directs call center calling away from RingEX.[8] See RingCX does not provide 911 service.
Legacy Contact Center has a custom storage option for call recordings in the customer’s own S3 bucket. It requires keeping at least one Contact Center Seat licence to play recordings, and recordings cannot be played directly from the bucket or bulk-exported.[3]
Per-agent AI add-ons
RingCX AI add-ons are subscribed as a monthly licence per agent. The Add-On Service Descriptions say so for Agent Assist, Supervisor Assist and Interaction Analytics, and the pricing page lists AI Quality Management and Workforce Management per user.[6][2] Interaction Analytics requires an AI Quality Management licence as a prerequisite.[6] Supervisor Assist usage may be limited to 4,800 minutes per licence per month, aggregated across the account.[6] Live Screen Monitoring is charged on the number of agents contracted in each billing period, not on sessions monitored, with no credit for unmonitored seats.[6] See Per-agent monthly AI add-on licence (RingCX), Supervisor Assist usage cap of 4,800 minutes per licence and Live Screen Monitoring is charged per contracted agent.
Customer Dynamics Velocity for RingCX is an outbound campaign tool. Customers buy licences for a chosen number of users with a minimum of 50 users, at a fixed monthly price by tier, with overages for active users beyond the tier. RingCentral reports on RingCX licence quantity quarterly, bi-annually or annually and adjusts Velocity licences to match through Account True-Ups.[6] See Velocity for RingCX account true-ups and Velocity for RingCX has a 50-user minimum and true-ups.
Partner AI services
The same page describes partner virtual agent and analytics services sold through RingCentral. Cognigy conversation bundles are prepaid in tiers from 1,000 to 1,000,000 conversations, and a conversation is one session with one user on a channel in a 24-hour period with at most 50 user inputs.[6] Capacity intelligent virtual agents are billed per session, defined for voice as up to two minutes of connected call time and for digital as a message exchange with no more than 30 minutes of inactivity.[6] Both integrations must run at least one year and are coterminous with the RingCentral agreement.[6] See AI conversation and session units (Cognigy and Capacity), Cognigy conversations are a 24-hour, 50-input unit, Capacity IVA sessions are two minutes of voice or 30 minutes of chat inactivity and Prepaid AI conversation bundles.
Out of scope
This article does not cover professional services statements of work, telecom usage rates for minutes beyond the included allowance, or the deeper terms of third-party AI vendors that RingCentral resells, which are governed by their own pass-through agreements.[6]
Compliance checklist
- Record the Seat model (named or concurrent) on each order and confirm it matches how agents log in.
- Compare contracted Seats with billed On-Demand Seats each month and look for monthly peaks.
- Restrict who can activate On-Demand Seats in the administrator console.
- Map each AI add-on to the agents licensed for it and confirm prerequisites such as AI Quality Management.
- Confirm 911 alternatives and payment-card pause procedures before go-live.