RingCentral, Nice Extend Partnership to Offer RingCentral Contact Center

RingCentral and Nice have expanded and extended their long-term agreement to market and sell RingCentral Contact Center worldwide.

The agreement capitalizes on the trend of customers purchasing UCaaS and CCaaS together. RingCentral Contact Center integrates Nice’s CXone cloud contact center with its own cloud Message Video Phone (MVP) platform. It provides companies with a customer communications and engagement solution.

Anand Eswaran is RingCentral’s president and COO.

RingCentral’s Anand Esrawan

“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,” he said. “By combining RingCentral’s … MVP platform with Nice CXone, RingCentral can deliver a best-in-class integrated UCaaS-CCaaS solution that is unique in the industry.”

With RingCentral Contact Center, contact center agents can assist customers across both digital and voice channels.

Nice and RingCentral have been partners since 2015. Together, they already have more than 1,000 joint customers globally across a variety of industries. Those include health care, retail, financial services and the public sector.

Next-Generation Customer Experiences

Paul Jarman is CEO of Nice CXone.

Nice CXOne’s Paul Jarman

“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,” he said. “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.”

According to Metrigy, nearly 63% of companies have performed some level of UC/CC integration. Furthermore, 62% of them are using the same provider.

Earlier this month, RingCentral and Verizon announced they are bringing together their respective UCaaS and network capabilities. “RingCentral with Verizon” provides collaboration across multiple devices, while giving customers a single point of contact.