RingCentral, Inc., a global leader in AI-powered customer engagement, has announced a new plugin for ChatGPT and MCP (model context protocol) connectors for Claude to make voice, SMS, and chat data available in LLMs. This enables business users to prompt actions that save time, improve productivity, and complete tasks to drive better business outcomes.
“Businesses around the world rely on RingCentral for calls that close deals, texts that confirm orders, chats that keep teams aligned. Every one of those conversations carry important signals, like who the customer is, what they need, what happened previously,” said Kira Makagon, President & COO, RingCentral. “MCP makes that interaction context available directly in the LLMs that businesses already use, so they can securely utilize their own data to drive outcomes.”
Conversations contain vital interaction context reflecting customer intent, needs, follow-up next steps, pain points, and buying behaviors. LLMs provide a reasoning layer that can act on information. RingCentral fuels that information with rich conversation data. Businesses can leverage RingCentral’s MCP connectors for workflows such as prioritizing the opportunity pipeline by combining call history and CRM data, recovering sales with personalized SMS reminders for abandoned carts in Shopify, catching escalations by automating review of transcripts to flag urgent issues, and starting the day with a to-do list based on conversations leveraging messages, calls and voicemails combined with project management systems.
“The next stage of customer interaction will depend on how effectively businesses connect AI with the conversation data and interaction context where customer needs, intent and history are captured," said Michelle Morgan, Research Director, AI-Enabled Sales, Customer Service, and Contact Center at IDC. “Open protocols like MCP let that context travel to wherever the work happens, instead of requiring a new integration for every AI platform.”
At OrangeTheory Fitness in Warner Robins, Georgia, Franchise Owner Cam Lothridge used to sift through hundreds of texts and emails to form a view on qualified leads and opportunities. With the RingCentral ChatGPT plugin, he began to unlock data and conversations to gain insights and take action.
"The RingCentral ChatGPT plugin increased our lead response rate by 50 percent. It analyzes message performance to show us what drives better conversions, revenue, and member retention. It also transforms how our team catches up between shifts. Instead of staff spending 45 minutes scrolling through hundreds of conversations and texts, the plugin automatically summarizes customer interactions into immediate next steps, getting staff up to speed in under five minutes," said Lothridge.
With governance and access controls built-in, business admins can stay in control when leveraging RingCentral’s MCP connectors with the LLMs they prefer. RingCentral delivers access management by role and individual, maintaining identity-aware access based on a user’s existing permissions. This includes what data the LLM has access to and when, for example, being able to limit the LLM to call data only on specific prompts.
New MCP connectors include voice, SMS, and chat and are available now with all paid RingEX plans. This represents the first step in RingCentral’s broader agent platform roadmap. The plugin for ChatGPT is available and can be installed from RingCentral’s App Gallery and the ChatGPT Directory.
About RingCentral
RingCentral is a global leader in AI–powered customer engagement, delivering an integrated platform for business phone, SMS, contact center, workforce engagement management, video collaboration, and messaging.
