AT&T Expands Office@Hand Business Communications with RingCX and RingSense Solutions Powered by RingCentral

AT&T has expanded its Office@Hand business communications portfolio with AI-powered contact center and conversational intelligence solutions, RingCX and RingSense, powered by RingCentral. These tools aim to enhance customer experience and operational efficiency by providing comprehensive interaction management and in-depth conversation analysis. The solutions unify customer interactions across multiple channels and provide auto-generated transcripts, sentiment analysis, and post-interaction analytics. The collaboration strengthens the decade-long partnership between AT&T and RingCentral, offering a unified platform for AI tools across all customer-facing roles.

AT&T has expanded its Office@Hand business communications portfolio with the addition of AI-powered contact center and conversational intelligence solutions, RingCX and RingSense, powered by RingCentral. These tools aim to enhance customer experience and operational efficiency by providing comprehensive interaction management and in-depth conversation analysis.

The new solutions, introduced on August 4, 2025, unify customer interactions across multiple channels, including inbound and outbound voice, email, webchat, SMS, WhatsApp, and Facebook. The Office@Hand Contact Center, powered by RingCX, offers an AI-powered customer experience that consolidates interaction management from over 20 channels. It provides automated transcripts, call scoring, coaching insights, and post-interaction speech and text analytics to help agents and supervisors resolve issues faster and boost customer satisfaction [1].

Additionally, Office@Hand RingSense, also powered by RingCentral, is a conversational intelligence solution designed to improve the performance of sales and support teams. It offers in-depth post-call analysis, including automatic transcripts, summaries, and sentiment analysis, providing teams with a deeper understanding of customer needs and pain points. This leads to more personalized and effective interactions, ultimately improving the customer experience [1].

The collaboration strengthens the decade-long partnership between AT&T and RingCentral, offering a unified platform for AI tools across all customer-facing roles. The integration of these AI capabilities with AT&T's reliable network and advanced technologies such as Fiber, 5G, and SD-WAN ensures reliable voice and video quality while enabling cost-effective, high-performance deployments [1].

"Our customers trust us to provide the best communications solutions that move the needle for their businesses," said Joe Petrocelli, vice president of Communications Services, AT&T Business. "By expanding our decade-long partnership with RingCentral, we are able to bring contact center and conversational intelligence functionality to our portfolio. These new capabilities come at a time when organizations of all sizes are actively seeking new, innovative ways to elevate customer engagement and provide superior customer experiences through AI-enabled technologies" [1].

Pablo Pita, IT director of La Mercedes Medical Centers, a leading Medicare-focused staff model medical center in Florida, chose AT&T Office@Hand Contact Center for its simplicity and cost savings. "This solution will help make our jobs easier and run more smoothly," said Pita. "We chose this solution because of what the RingCentral brand stands for and the partnership with AT&T long term. Having a one carrier platform was our goal, and we are all happy the implementations are getting completed as we speak" [1].

The expansion of the Office@Hand portfolio is set to empower businesses of all sizes to deliver exceptional customer experiences and enhance operational efficiency. AT&T Office@Hand Contact Center and Office@Hand RingSense are currently available to all customers [1].

References:
[1] https://finance.yahoo.com/news/t-expands-office-hand-business-120000850.html