RingCentral Wins Dual Metrigy Awards for Contact Center Leadership

In a field crowded with AI promises, customer validation is rare. That makes RingCentral's latest recognition worth paying attention to.

The company's contact center platform, RingCX, has won Metrigy's 2026 MetriStar Top Provider Award in two separate categories: Contact Center as a Service (CCaaS, meaning cloud-based software for managing customer interactions) and Workforce Engagement Management (WEM, tools that help supervisors monitor, schedule, and improve frontline staff performance). No other vendor swept both categories this year.

The awards are not handed out by a panel of judges. Metrigy based them on input from 1,437 customer experience leaders across 10 countries and 37 industries. To qualify, vendors had to score above average on both customer satisfaction and measurable business outcomes. That second criterion is the harder bar. Plenty of tools get high satisfaction marks. Fewer can show that customers are actually growing revenue because of them.

Why This Double Win Is Harder Than It Looks

Only six vendors earned a top-tier CCaaS award for 2026. Only three earned one in WEM. RingCentral is the only company on both lists.

Metrigy called out RingCentral specifically as the top performer for enabling revenue growth among CCaaS platform users. In WEM, the platform earned the highest overall customer satisfaction score in the category, plus top marks for reliability and analytics. This was not a close call in either category.

"The MetriStar Top Provider Awards reflect what matters most: real-world outcomes that drive business success," said Robin Gareiss, CEO and Principal Analyst at Metrigy. "RingCentral is delivering a communications ecosystem that drives measurable improvements in revenue, customer satisfaction, and operational efficiency at the highest levels."

AI Spending Rises as RingCentral's Numbers Follow

The timing of these awards matters. Metrigy's broader research found that AI was the single technology companies most credited with improving customer service over the past year. 85% of those surveyed said they are increasing AI spending in 2026.

Enterprise AI Platforms See 85% Adoption Rate in 2026

As AI spending increases across enterprises, adoption rates show measurable business outcomes and customer satisfaction improvements.

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RingCentral's internal numbers back up the awards. RingCX grew 70% year-over-year to over 1,700 enterprise customers by the first quarter of 2026. Paid AI products crossed 10% of the company's total annual recurring revenue in Q1 2026, doubling year-over-year. These are not pilot numbers. Enterprises are buying, deploying, and renewing AI-powered features at scale.

RingWEM, the workforce management suite that earned the WEM award, was only launched in November 2025. Within six months it had earned both the Metrigy top-tier recognition and a Leader designation in the IDC MarketScape for AI-enabled contact center WEM. That is an unusually fast track record for a newly released product.

What It Means for APAC Procurement Teams

The CCaaS market is projected to more than triple in size by 2034, growing from US$8.33 billion today to US$30.15 billion. For enterprise leaders in Asia Pacific currently evaluating cloud communications platforms, the vendor choice made in 2026 will shape customer operations for years.

RingCentral's dual recognition cuts through a noisy market. It answers two separate questions at once: can this platform handle customer-facing contact center operations, and can it manage the workforce running those operations? Most vendors require separate tools to answer both. This recognition suggests one platform can do both, with customer-validated results to show for it.

As Kira Makagon, President and COO at RingCentral, put it: "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."

For procurement teams that need third-party validation before shortlisting vendors, this is as clean a signal as 2026 has produced.