RingCentral Customer Engagement Bundle: what's included, how it's priced, and a per-queue callback add-on
Last reviewed October 9, 2026. RingCentral details are as of October 2026 and link to RingCentral’s own pages.
The RingCentral Customer Engagement Bundle is a RingEX plan built on RingEX Ultra[1] that includes Call Queues Booster and Business SMS Booster.[2] As of October 2026, RingCentral bills it per seat on the account, sells it only in the US and Canada,[2] and doesn’t publish its price (“Contact us for pricing”).[3][4]
Its queue callback is the same native RingEX callback that Call Queues Booster adds, with no Booster licenses to buy.[5][6] If callback is all you need, QueueCallback is a separate add-on for the RingEX queues you already have, at $100/month per queue. Below: what’s in the bundle, how it’s priced, who it suits, and how its callback compares.
RingCentral, RingEX and RingCX are trademarks of RingCentral, Inc. QueueCallback is an independent add-on listed in the RingCentral App Gallery; it isn’t made or endorsed by RingCentral.
What’s included in the Customer Engagement Bundle
As of October 2026, the bundle is RingEX Ultra plus two RingCentral add-ons, Call Queues Booster and Business SMS Booster, sold as one plan.[7][1] RingCentral’s terms describe it as “a collection of call center features paired with a RingCentral Ultimate Digital Line, on the EX platform,”[2] and its Business Analytics article lists Ultra and Ultimate as the same tier.[8]
| Feature | What RingCentral says | Source |
|---|---|---|
| Base plan | RingEX Ultra (a “RingCentral Ultimate Digital Line” in RingCentral’s terms) | [1][2] |
| On the US pricing cards | “Everything in Advanced PLUS:” 10,000 toll-free minutes, 200 SMS per user per month, RingCentral Webinar, historical and real-time insights, and unlimited storage | [3] |
| Call Queues Booster | A press-1 queue callback, position-in-queue and estimated-wait-time announcements, Live Reports, and higher queue limits of up to 50 callers waiting and a 30-minute maximum wait. No Booster licenses to buy | [5] |
| Live Reports | The bundle “includes unlimited access to Live Reports, so you won’t need to track license usage.” Its metrics “reflect data for the last 24 hours.” | [9][10] |
| Business SMS Booster | A shared text inbox, reply templates, and consent tracking for opt-ins and opt-outs | [2] |
| Business Analytics Pro | “The Ultra and Customer Engagement Bundle plans already include Pro.” | [8] |
| AI Receptionist (AIR) | Included in the AIR and AI editions. RingCentral says AIR “integrates with call queues to handle overflow and missed calls.” | [2][11] |
| AI Conversation Expert (ACE) | AI edition only: coaching and performance analysis, call scoring, and automated summaries | [2][3] |
RingCentral keeps adding to it. In June 2026, accounts on the bundle or with Booster licenses got a real-time dashboard for call queue and agent metrics in the RingCentral desktop app, and callback offers gained position and wait-time announcements.[12] RingCentral also offers a version for Microsoft Teams.[11]
The three editions, and what each one is called
RingCentral uses different names for the same editions on different pages. As of October 2026:
| In RingCentral’s terms | Product page | US pricing page | Canada pricing page | Adds |
|---|---|---|---|---|
| Customer Engagement Bundle | Customer Engagement Bundle | No card | No card | RingEX Ultra, Call Queues Booster, Business SMS Booster |
| AIR Customer Engagement Bundle | Customer Engagement Bundle with AIR | AI Customer Engagement Bundle with AIR | Customer Engagement Bundle with AIR | AI Receptionist (AIR) |
| AI Customer Engagement Bundle | AI Customer Engagement Bundle | AI Customer Engagement Bundle with AIR and ACE | AI Customer Engagement Bundle | AI Receptionist and AI Conversation Expert (ACE) |
The edition without AI Receptionist appears on RingCentral’s product page and in its terms but not as a card on either pricing page, so ask RingCentral whether it’s still sold.
How the Customer Engagement Bundle is priced
RingCentral doesn’t publish a price for the bundle. As of October 2026, its US and Canadian pricing pages show “Contact us for pricing” on each bundle card,[3][4] and its terms set out how the bill is worked out:
“RingCentral will bill Customer for the CEB price multiplied by the number of seats in an account.”[2]
A per-seat plan price, for the whole account
RingCentral lists the bundle as a plan next to RingEX Core and Advanced and calls it “the Customer Engagement Bundle plan,”[3][5] so we read its per-seat price as a plan price you pay instead of your current RingEX price, not a fee on top of it. The terms count “the number of seats in an account” and don’t define a seat, so ask RingCentral which users would be billed and whether any can stay on another plan.
How that differs from Call Queues Booster
Call Queues Booster is an add-on for RingEX Core and Advanced. RingCentral bills it by “the number of unique users in queues” that use its features, and its US pricing page lists it at $35, with no unit printed.[5][3] So the Booster is counted on the people in your queues, and the bundle on the seats in your account. For Booster costs by queue size, see Call Queues Booster cost and limits.
What the included add-ons list for on their own
RingCentral’s US pricing page lists Call Queues Booster at $35 and Business SMS Booster at $25, each marked “Included in RingCentral Customer Engagement Bundle”; the Canadian page lists $50 and $35. Neither prints a unit or period.[3][4] These are add-on prices for Core and Advanced plans, not a breakdown of the bundle’s price.
AI Receptionist minutes
The bundle’s billing clause adds: “Customer will be allotted 50 minutes of AIR usage per user per month, aggregated across the account. Overage applies; bundles available.”[2] It doesn’t say which editions that covers. AI Receptionist comes only with the AIR and AI editions, so we read the allowance as theirs; check the overage rate with RingCentral.
Where it’s sold, and what isn’t published
RingCentral’s terms limit the bundle to “RingCentral customers in US & CAN.”[2] That limit is the bundle’s, not the Boosters’: Call Queues Booster is also sold in the UK, at £28/month.[14] Minimum seats and contract length aren’t published on RingCentral’s pricing pages, product page or terms, as of October 2026.
Questions to ask RingCentral before you sign
- What’s the per-seat price for each edition, and how does it compare with what we pay per seat now?
- Which users count as seats, and can any stay on another RingEX plan?
- How many AI Receptionist minutes are included, and what does overage cost?
- Is the bundle without AI Receptionist still available?
- What’s the minimum term and the minimum number of seats?
- In Canada: what’s the price in Canadian dollars?
To get a quote, use the Contact sales link on RingCentral’s pricing page.[3]
Who the Customer Engagement Bundle is built for
RingCentral aims the bundle at small and mid-sized teams that answer customers by phone and text and don’t want a full contact center. Its product page says the bundle is “built for SMBs and mid-sized teams that handle customer support over voice and SMS” and “ideal for support managers, contact center leads, and business owners.”[13] Its launch announcement calls it a solution for “organizations that can’t afford to miss customer conversations but don’t need the complexity of a full-scale contact center solution.”[15]
RingCentral’s press release announcing the bundle is dated November 5, 2025; it said the bundle was in controlled availability, with general availability “expected in early 2026.”[15] On its earnings call of July 23, 2026, RingCentral said: “CEB now serves more than 9,600 customers.”[16]
When the bundle is the right choice
We’d point you to the bundle, not a callback-only add-on, if:
- You want shared text inboxes, reply templates and opt-out tracking next to your call queues. That’s Business SMS Booster, and it’s included.
- You want AI Receptionist to answer calls and texts, including stepping in when queues overflow or agents are unavailable (AIR and AI editions).[11]
- You want coaching, call scoring and conversation summaries (the AI edition, with AI Conversation Expert).
- You want callers to hear their position in the queue and an estimated wait time. QueueCallback doesn’t announce either.
- You want Live Reports for every queue and agent without tracking licenses, plus Business Analytics Pro.
- You’d want what the bundle’s pricing cards list on top of Advanced, such as unlimited storage, 10,000 toll-free minutes and RingCentral Webinar, for most of your users anyway.[3] Ask RingCentral how the bundle’s per-seat price compares with what you pay now.
- You’d rather keep calls, texts and callback with one vendor on one bill.
When it may be more than you need
If the only thing missing from your RingEX setup is queue callback, the bundle means a new per-seat plan price for every seat on the account, which can include people who never answer a queue, plus SMS and AI features you may not use. That’s the case the next section covers.
The bundle isn’t RingCX
The Customer Engagement Bundle is a plan for RingEX, RingCentral’s business phone system. RingCX is RingCentral’s separate AI contact-center product, priced from $65 per user per month billed annually ($75 billed monthly), as of October 2026.[17]
If you only need queue callback: a per-queue add-on
QueueCallback adds press-1 callback to the RingEX call queues you already have, for $100/month per queue, with unlimited callers waiting and unlimited agents. There are no per-agent or per-seat fees, and your RingEX plan stays as it is. It’s made by QueueCallback, not RingCentral. It works with standard RingEX call queues on RingEX Advanced or higher, without a contact-center license or Call Queues Booster. It needs one unassigned RingCentral user license per queue; if you don’t have one to spare, that’s one more RingEX user on your bill.
| Feature | Customer Engagement Bundle (RingCentral) | QueueCallback |
|---|---|---|
| What you pay | Not published: “Contact us for pricing” [3][4] | $100/month per queue |
| What it's counted on | “the number of seats in an account” [2] | Each queue you connect |
| Agents in the queue | On the account’s seat count (our reading); RingCentral doesn’t define “seat” [2] | Unlimited, with no per-agent fees |
| Your current RingEX plan | Replaced by the bundle plan (our reading of RingCentral’s pricing page) [3] | Stays as it is on RingEX Advanced or higher; on RingEX Core, compare against Advanced (see the assumptions below) |
| Also needed | Nothing extra published | One unassigned RingCentral user license per queue |
| Contract | Not published [2][3] | Month-to-month |
| What else is included | Business SMS Booster, Live Reports, Business Analytics Pro, toll-free minutes; AI Receptionist in the AIR and AI editions [2][3][9][8] | Callback only, with Callback Reporting for every user |
How to compare the cost once you have a quote
Because RingCentral doesn’t publish the bundle’s price, we can’t put a dollar figure on it, and we won’t guess one. If callback is the only reason you’d move to the bundle, compare these two monthly numbers:
- The bundle: the bundle’s per-seat price minus what you pay per seat now, times the seats on your account.
- QueueCallback: $100 times the queues you want callback on, plus a RingEX user for each queue if you don’t have an unassigned license to use.
For example, an account with 40 seats and 1 call queue pays $100 a month for QueueCallback, about $2.50 per seat. If the bundle would add more than that per seat to what you pay now, QueueCallback costs less for callback alone.
Assumptions: 40 seats and 1 queue are an illustration, with an unassigned RingCentral user license available for the queue; no RingCentral price is assumed. QueueCallback at $100/month per queue, month-to-month. On RingEX Core, compare against RingEX Advanced, the lowest RingEX plan we currently list for QueueCallback. All figures exclude taxes, fees and discounts.
How callback works in the bundle vs QueueCallback
The bundle’s callback is RingEX’s native queue callback, the same one Call Queues Booster adds. RingCentral says the position-in-queue, estimated-wait-time and callback request features “are currently available using Call Queues Booster add-on licenses or as part of the RingEX Customer Engagement Bundle plan.”[6] Here’s how it compares with QueueCallback, as of October 2026. RingCentral updates RingEX often, so check the linked articles before you decide.
Who chooses the callback number
RingCentral’s documented prompt offers a callback to the caller’s own number: “To get a callback at [caller’s phone number], please press 1. To keep holding, press 2.” Its documentation describes no step for entering a different number.[6]
That matters most for business callers. Someone ringing from their office shows the company’s main number as caller ID, so a callback to that number reaches the front desk, not them. QueueCallback reads the number back and lets the caller press 2 to enter a different 10-digit number, so the callback goes straight to their mobile or direct line. QueueCallback calls back numbers in your account’s own country.
What happens at the queue’s limits
With the bundle, a queue can hold up to 50 callers, with a maximum wait of up to 30 minutes.[5] RingCentral counts a callback as unsuccessful when “no agents become available before the callback timeout expires,” and doesn’t document how long that timeout is.[10]
QueueCallback extends callbacks past RingCentral’s queue limits. When a callback reaches your queue’s wait limit, QueueCallback automatically re-queues it, and callbacks follow your queue’s overflow settings. How this works with RingCentral’s wait limit.
If the customer doesn’t answer
RingCentral says: “Callback requests are only made once. If the caller doesn’t answer or the call fails to connect, no additional attempts are made.”[6] QueueCallback doesn’t retry a callback the customer doesn’t answer either.
Callback reporting
On the bundle, Live Reports shows Callback Requests, Callbacks Placed, Callbacks Successful and Callbacks Unsuccessful, and its metrics “reflect data for the last 24 hours.”[10] Business Analytics, at the Pro tier on the bundle, also records callback calls.[18][8]
QueueCallback’s Callback Reporting is included for every user on your QueueCallback account. It lists each callback with its caller and callback numbers (showing when the caller chose a different number), queue, status, requeues and wait time. It charts median and average wait, and exports to CSV.
What the bundle’s callback does that QueueCallback doesn’t
Callers on the bundle can hear their position in the queue and an estimated wait time,[6] including during callback offers since June 2026.[12] QueueCallback doesn’t announce position or wait time, doesn’t retry a callback the customer doesn’t answer, and doesn’t schedule callbacks for a later time. Its prompts come in English, Spanish or French, with more languages on request.
At a glance
| Feature | Customer Engagement Bundle (RingCentral) | QueueCallback |
|---|---|---|
| Callback number | The caller’s own number, per RingCentral’s documented prompt [6] | The number read back, or a different 10-digit number the caller enters (numbers in your account's country) |
| When a pending callback runs out of time | Counted unsuccessful if no agent is available “before the callback timeout expires” [10] | Re-queued automatically, so it goes past the queue's limit |
| If the customer doesn't answer | No further attempts [6] | Not retried |
| Position and wait-time announcements | Yes [6] | No |
| Callback reporting | Live Reports callback metrics for the last 24 hours, plus Business Analytics Pro [10][8] | Callback Reporting for every user: each callback, median and average wait, CSV export |
| Price basis | Per seat on the account; price on request [2][3] | $100/month per queue, unlimited agents |
| Also includes | Business SMS Booster and Live Reports; AI Receptionist in the AIR and AI editions [2] | Callback only |
Only need callback? QueueCallback is $100/month per queue, with unlimited callers waiting and unlimited agents. Month-to-month.
Frequently asked questions
What is the RingCentral Customer Engagement Bundle?
It's a RingEX plan built on RingEX Ultra that includes RingCentral's Call Queues Booster and Business SMS Booster, so it adds queue callback, position and wait-time announcements, Live Reports, a shared SMS inbox, reply templates and text consent tracking. RingCentral announced it in November 2025 (press release dated November 5, 2025), and as of October 2026 sells it in the US and Canada, including editions with AI Receptionist and AI Conversation Expert.
How much does the Customer Engagement Bundle cost?
RingCentral doesn't publish a price. As of October 2026, its US and Canadian pricing pages say “Contact us for pricing” for the bundle, and its terms say it's billed at the bundle price multiplied by the number of seats in the account. For reference, the two add-ons it includes list separately at $35 (Call Queues Booster) and $25 (Business SMS Booster) on RingCentral's US pricing page, with no unit printed.
Is the Customer Engagement Bundle billed per user, per agent or per seat?
Per seat. RingCentral's terms say it bills “the CEB price multiplied by the number of seats in an account,” as of October 2026. They don't define a seat or say whether some users can stay on another plan, so ask RingCentral which users would be billed. Call Queues Booster, by contrast, is billed per unique user in the queues that use it.
What's the difference between the Customer Engagement Bundle and Call Queues Booster?
Call Queues Booster is an add-on license for RingEX Core and Advanced, billed per unique user in the queues that use it and listed at $35 on RingCentral's US pricing page. The Customer Engagement Bundle is a RingEX plan built on Ultra that already includes the Booster's features and Business SMS Booster. It's billed per seat on the account, at a price RingCentral gives on request (as of October 2026).
Does the Customer Engagement Bundle include callback?
Yes. It includes Call Queues Booster's press-1 queue callback, so you don't buy Booster licenses. As of October 2026, RingCentral's documented prompt offers a callback to the caller's own number, callback requests are only made once, and a callback counts as unsuccessful if no agent becomes available before the callback timeout expires.
What is Business SMS Booster in the Customer Engagement Bundle?
It's the texting part of the bundle. RingCentral's terms describe Business SMS Booster as a shared text inbox, reply templates, and consent tracking for customer opt-ins and opt-outs, as of October 2026. The bundle includes it. On RingEX Core and Advanced it's a separate add-on, listed at $25 on RingCentral's US pricing page and $35 on its Canadian page, with no unit or period printed.
What's the difference between the bundle with AIR and the AI Customer Engagement Bundle?
Both are editions of the bundle. The AIR edition adds RingCentral's AI Receptionist. The AI edition adds AI Receptionist and AI Conversation Expert, with coaching, call scoring and conversation summaries. As of October 2026, RingCentral's US pricing page calls them “AI Customer Engagement Bundle with AIR” and “AI Customer Engagement Bundle with AIR and ACE”; its Canadian page calls them “Customer Engagement Bundle with AIR” and “AI Customer Engagement Bundle.”
Is the Customer Engagement Bundle the same as RingCX?
No. The bundle is a plan for RingEX, RingCentral's business phone system, aimed at teams that don't need a full contact center. RingCX is RingCentral's separate AI contact-center product, priced from $65 per user per month billed annually, as of October 2026.
Where is the Customer Engagement Bundle available?
In the US and Canada. RingCentral's terms limit it to “RingCentral customers in US & CAN,” as of October 2026. Call Queues Booster on its own is also sold in the UK, at £28/month.
Can callers choose a different callback number on the Customer Engagement Bundle?
Not in RingCentral's documented flow, as of October 2026. The prompt offers a callback to the caller's own number, and the documentation describes no step for entering a different one. QueueCallback lets the caller confirm the number it reads back or enter a different 10-digit number, so someone calling from an office main line can get the callback on their mobile.
Do I need the Customer Engagement Bundle if I only want queue callback?
No. RingCentral also sells Call Queues Booster on its own for RingEX Core and Advanced, billed per user in the queue. QueueCallback is a separate callback add-on for RingEX call queues at $100/month per queue, with unlimited callers waiting and unlimited agents. It needs one unassigned RingCentral user license per queue and no contact-center license.
Add callback to your RingEX queues, priced per queue
$100/month per queue, with unlimited callers waiting and unlimited agents, and no per-agent or per-seat fees. Callers can choose a different 10-digit callback number, callbacks automatically re-queue past your queue’s limits, and every user gets Callback Reporting. Month-to-month.
Sources
RingCentral details checked October 9, 2026. RingCentral updates its products; if something here no longer matches, email support@queuecallback.com and we’ll fix it.
- Top customer engagement platforms compared (2026) (RingCentral blog, May 18, 2026), RingCentral. https://www.ringcentral.com/us/en/blog/customer-engagement-platform/
- Add-on services (Call Queues Booster, Customer Engagement Bundle), RingCentral. https://www.ringcentral.com/legal/add-on-services.html
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- RingEX plans and pricing (Canada), RingCentral. https://www.ringcentral.com/ca/en/office/plansandpricing.html
- Using Call Queues Booster licenses, RingCentral Support. https://support.ringcentral.com/article-v2/using-call-queues-booster-licenses.html?brand=RingCentral&product=RingEX&language=en_US
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- Purchasing Live Reports licenses and managing usage, RingCentral Support. https://support.ringcentral.com/article-v2/Purchasing-and-managing-Live-Reports-licenses.html?brand=RingCentral&product=RingEX&language=en_US
- Understanding the metrics in Live Reports, RingCentral Support. https://support.ringcentral.com/article-v2/understanding-callback-metrics-in-live-reports.html?brand=RingCentral&product=RingEX&language=en_US
- RingCentral Unveils Advanced Business Messaging, AI-Powered Engagement, and Phone Innovations to Enable Smarter Customer Interactions (press release, April 30, 2026), RingCentral. https://www.ringcentral.com/whyringcentral/company/pressreleases/ringcentral-unveils-advanced-business-messaging-ai-powered-engagement-and-phone-innovations-to-enable-smarter-customer-interactions.html
- RingEX Core release notes, June 2026 (26.2.2), RingCentral Support. https://support.ringcentral.com/release-notes/ringex/ringex-core/release-notes-june-2026.html
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- RingCentral Announces New Customer Engagement Bundle for RingEX (press release, November 5, 2025), RingCentral. https://www.ringcentral.com/whyringcentral/company/pressreleases/ringcentral-announces-new-customer-engagement-bundle-for-ringex.html
- RingCentral second quarter 2026 earnings call prepared remarks (July 23, 2026), RingCentral Investor Relations. https://s24.q4cdn.com/639777509/files/doc_financials/2026/q2/Q2_2026_Earnings_Script_Final.pdf
- RingCX contact center pricing, RingCentral. https://www.ringcentral.com/pricing/contact-center.html
- Business Analytics data dictionary, RingCentral Support. https://support.ringcentral.com/article-v2/Business-Analytics-data-dictionary.html?brand=RingCentral&product=RingEX&language=en_US