Cyrus

Cyrus asked about the specific benefits and enhancements that OpenAI's 5.2 voice model brings to the RingCentral platform, particularly in improving its voice offering.

Answer

Kira Makagon (President and COO) clarified that RingCentral's platform is model-agnostic and utilizes various models based on transaction needs and cost-effectiveness. She stated that while they test all models, OpenAI's 5.2 model has shown very good results in terms of accuracy, latency, and processing optimization. She emphasized their approach of arbitrating between different models to apply the best fit for real-time or post-processing transactions.

Cyrus, on behalf of Ryan MacWilliams, asked about the impact of the profile enforcement change on NRR and the performance of SMS in Q4 2025, including Black Friday/Cyber Monday results and 2026 outlook.

Answer

CFO Amanda Whalen stated that profile enforcement was the smallest NRR driver, behind growing usage and cross-sell of text messaging. Co-CEO Andrew Bialecki highlighted strong SMS performance, the transition to RCS for richer experiences, and the successful launch of WhatsApp, noting Customer Agent integration drives further channel adoption.