RingCentral and NICE announced a multi-year expansion and extension of their long-term partnership to market and sell RingCentral Contact Center™ worldwide. Taking advantage of the accelerated trend of customers purchasing UCaaS and CCaaS together, RingCentral and NICE are expanding their partnership to offer combined benefits of their market-leading solutions. RingCentral Contact Centre integrates NICE’s CXone cloud contact centre with RingCentral’s cloud Message Video Phone™ platform (MVP™). The integration brings together two recognised industry leaders, providing companies with a trusted, secure, reliable customer communications and engagement solution.
RingCentral Contact Centre supports contact centre agents in assisting customers across both digital and voice channels. The network-level integration of RingCentral’s MVP platform and NICE CXone allows for significant savings and unique benefits including improved collaboration between contact centre agents and other employees.
Anand Eswaran, president and chief operating officer at RingCentral, said:
“We enable organizations to delight their customers in every interaction with outstanding service.We believe it is critical to equip contact center agents and company employees with the right tools, insights, and capabilities to communicate internally and assist customers quickly and efficiently – via any mode, any device, anywhere.
“By combining RingCentral’s industry-leading MVP platform with NICE CXone, RingCentral can deliver a best-in-class integrated UCaaS-CCaaS solution that is unique in the industry. Our customers value the fact that RingCentral is a single provider that sells, deploys and supports all of their internal and external communication needs.”
The companies’ partnership goes back to 2015 since when they have had over 1,000 joint customers globally across a variety of industries, such as healthcare, retail, financial services and the public sector.
Paul Jarman, CEO of NICE CXone, said: “RingCentral Contact Center brings the power of two industry-leading solutions together to help organizations create next-generation customer experiences and at the same time improve workforce agility, reduce costs, and enhance customer satisfaction in the least amount of time.
“We are excited to deliver the advanced capabilities and completeness of CXone and extend our successful partnership with RingCentral and bring further rapid innovations to our joint customers.”
Robin Gareiss, CEO & principal analyst at Metrigy, said:
“Nearly 63% of companies have performed some level of UC/CC integration, and 62% of them are using the same provider.
“Those who use a single provider as part of their CX transformation projects report a 54.1% improvement in revenue and a 36.9% boost in customer ratings. Those same metrics when using different providers are 25.7%, and 29.4%, respectively.”
