TELUS and RingCentral have expanded their partnership around TELUS Business Connect, adding a set of AI features aimed at customer-facing communications as well as internal workflows.
The companies said the additions centre on five tools: AI Assistant, AI Receptionist, AI Insights, AI Chat, and AI Contact Centre. TELUS plans to make the expanded version of Business Connect available in early 2026.
Business Connect is a cloud-based communications platform that combines business calling, messaging and meetings. TELUS markets the service as a replacement for traditional on-premise phone systems.
The new AI features cover tasks such as answering and routing calls, analysing conversations, and handling web-based customer messaging. The companies positioned the change as a broad rollout across the customer journey, rather than a narrow set of productivity features focused on employees.
AI additions
TELUS Business Connect will include RingCentral AVA, branded as AI Assistant. The companies described it as real-time assistance during interactions. They said it uses context-aware guidance, automation and insights.
The platform will also add RingCentral AIR, branded as AI Receptionist. TELUS and RingCentral described it as an AI phone agent. They said it can interpret caller intent, answer common questions with personalised responses, schedule appointments and transfer calls. The companies said it selects the destination based on context and a directory.
Another feature, AI Insights, uses RingCentral ACE. The companies said it provides sentiment analysis. They said it targets sales teams and links to coaching.
AI Chat is a website messaging tool. TELUS and RingCentral said it supports real-time messaging with customers. They said it lets live support teams respond to common questions and spend time on more complex conversations.
For contact centres, the companies plan to offer RingCX as AI Contact Centre. They described it as an omnichannel contact centre product that covers more than 20 digital channels. They also said it includes AI assistance for agents and supervisors.
Market focus
TELUS framed the rollout around demand from small and medium-sized businesses, alongside larger organisations that use Business Connect. It said the new features address higher customer expectations and competitive pressure in service and sales.
The companies also highlighted ease of adoption. They said businesses can use the AI functions without specialist technical expertise.
Canadian telecom operators have increasingly used partnerships with cloud software providers to broaden their business communications portfolios. RingCentral has a long-running channel model with service providers in multiple markets, including Canada.
"Businesses are looking for technology that works as hard as they do," said Katherine Emberly, Senior Vice-president & President, Small and Medium Business, TELUS. "By integrating RingCentral's advanced AI capabilities into Business Connect, we're giving our customers a competitive edge, elevating every customer interaction while freeing up their teams to focus on growing their business and serving their customers," added Emberly.
RingCentral said the expansion builds on an existing relationship with TELUS that dates back more than a decade.
"Together we're excited to bring the full power of AI to expand upon our more than ten year mission of enabling organizations across Canada to work smarter, respond faster, and turn communications into a true competitive advantage," said Sandra Krief. "By integrating RingCentral's industry-leading voice, contact center and conversational AI across Business Connect, we are transforming everyday interactions into intelligence, efficiency, and exceptional customer experiences."
TELUS said the enhanced Business Connect platform with the new AI features will become available to customers in early 2026.