RingCentral has formed a partnership with Verint, a prominent provider of contact center automation and workforce engagement management (WEM) solutions.
The collaboration will see RingCentral make these solutions available to customers of its CCaaS platform: RingCX.
Vlad Shmunis, Founder, Chairman, and CEO of RingCentral, commented on the partnership: “We’ve seen strong traction in all segments of the market, and to further enhance the value proposition of RingCX in the mid and enterprise segments, we see integration with Verint as a key component of delivering a complete customer experience platform.
We will now be able to offer our RingCX customers integration with industry-leading WEM and CX automation solutions from Verint.
Shmunis also pointed to some of the potential benefits of the integration: “As the landscape of customer engagement solutions rapidly evolves, we remain committed to equipping our customers with cutting-edge, AI-powered solutions that not only enhance support and increase productivity but also significantly reduce costs.”
Verint WEM comprises several tools for contact center workforce management (WFM), quality quality assurance (QA), and conversational analytics.
In combining the latter, it offers performance and feedback management to further bolster contact center operations.
In terms of contact center automation, Verint will offer its Da Vinci AI-Powered Bots to automate routine tasks and processes, streamline customer interactions, and increase service efficiency.
That also included bots that automate complete customer conversations, solving issues across voice and digital channels.
Finally, Verint will also make its Knowledge Management platform available to RingCentral customers. This delivers a centralized information hub that – if managed correctly – ensures live and virtual agents have access to the necessary information as and when they need it during customer interactions.
Dan Bodner, CEO of Verint, explains how the new partnership will give these solutions an even greater market reach.
“This partnership presents a great opportunity for RingCentral’s customers to benefit from significant AI business outcomes driven by the Verint Open Platform,” he said.
“Verint’s market-leading CX automation and Workforce Engagement Management cloud solutions will be seamlessly integrated with RingCX providing customers the opportunity to address a broad range of sophisticated contact centre use cases.
“Through this partnership, we are excited about extending our market reach by leveraging RingCentral’s extensive base and partner network.”
In September, CX Today’s Charlie Mitchell spoke to Jim Payne, Director of Product Marketing for Customer Experience at RingCentral, about its latest AI assist solutions for RingCX, such as Agent Assist, Supervisor Assist, and other capabilities.
Verint has also recently supplied Avaya’s on-prem and cloud contact centers with AI bots to help “drive customer experience innovation”.
The partnership will see Verint’s 50+ AI-powered bots now available directly within Avaya’s Experience Platform via the Verint Open Platform.
