RingCentral and Vodafone have extended their longstanding partnership to offer Vodafone Business Contact Center with RingCentral, powered by RingCX.
The innovation combines Vodafone Business’s CCaaS offering with its Unified Communications as a Service (UCaaS) solution, Vodafone Business UC with RingCentral.
In providing customers with access to both tools, the company believes that it will enable them to deliver “exceptional customer experiences.”
Initially available in the UK before being rolled out in Germany later this year, Vodafone Business Contact Center with RingCentral will equip agents with a number of AI-powered features, including call summaries, transcripts, automated scorecards, conversational insights, and coaching.
In addition, the solution will provide users with enhanced data insights across voice, web, messaging, social media, and more.
According to the two tech firms, these features will simplify the process of setting up and operating contact centers, as well as improving the day-to-day running by helping users to deliver seamless customer experiences.
In discussing the extended collaboration, Homayoun Razavi – EVP and Chief Business Development Officer at RingCentral – detailed how it will enable the firms to continue to “drive innovation.”
With the addition of Vodafone Business Contact Center with RingCentral, powered by RingCX, we’re ensuring businesses can meet their customers wherever they are in their journey, while also driving operational efficiency.
“As we work to empower organizations worldwide to adapt to the evolving digital workplace, we’re providing them with AI-driven tools that optimize communication workflows for better business outcomes.”
Vodafone Business UC with RingCentral
The strengthening of the strategic partnership also involves expanding the Vodafone Business UC with RingCentral solution to 30 markets by early 2025.
Currently available in 20 markets across Europe, North America, and Asia-Pacific, the companies plan to make the UCaaS tool accessible to customers in South America, the Middle East, and Africa, as well as offering additional EU and Asia Pacific coverage.
Available to users of any internet-enabled device, the platform supports global hybrid working by allowing employees to seamlessly access services from anywhere.
The solution unifies messaging, video meetings, fax, file sharing, and virtual phone systems into a single interface for businesses – improving efficiency and saving resources.
Moreover, Vodafone Business is responsible for overseeing all local operator agreements, regulatory compliance, data sovereignty, and number porting, making things simpler for organizations looking to deploy the tech.
Marika Auramo, Chief Executive Officer of Vodafone Business, described the solution as “ideal” for customers who are looking to enter new geographical markets:
Our expanding portfolio of unified communications services is ideal for customers looking to expand geographically whilst maintaining agile and sustainable hybrid working models.
“By switching to the cloud from rigid fixed systems, customers can add services when required, paying only for what they need. We estimate this will save many of them up to 30% in operating costs by reducing administrative costs and IT operational expenses whilst boosting productivity and collaboration.”
More News from Vodafone and RingCentral
Earlier this year, Vodafone revealed that the implementation of Microsoft’s generative AI (GenAI) capabilities had significantly enhanced the performance of its virtual agents.
Indeed, the enhancements lead to a 20% increase in NPS and an improvement in first-time resolution rates from 70% to 90%.
The results marked an early success in the two firms’ strategic partnership announced in January, which aims to enhance CX, accelerate digital transformation, expand IoT business, and extend M-PESA services in Africa using Microsoft technology.
The deal also includes a $1.5 billion investment from Vodafone into Microsoft’s cloud and AI services over the next decade.
Elsehwere, back in May, RingCentral announced that it had nearly doubled its RingCX customer base in Q1 2024, reaching over 200 customers.
During the Q1 earnings call, Founder & CEO Vlad Shmunis highlighted the AI-powered CCaaS platform’s recent success and its expansion into new international markets, which now includes the UK, France, Germany, and Australia.
This expansion is expected to drive further growth throughout the year.
Notably, RingCentral secured a Q1 deal with Rotherham Metropolitan Borough Council in the UK, involving over 200 RingCX seats and 3,000 RingEX licenses.
