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RingCentral, Nice Extend Partnership to Offer RingCentral Contact Center

Nice and RingCentral have been partners since 2015.

Edward Gately

May 26, 2021

2 Min Read
Call Center
Customers today expect to be able to contact a company according to their own preferences. Organizations that don’t offer an omnichannel customer support strategy are behind the curve. They have to be prepared to service customers via phone, email or live chat. They must be available at any time of day and have the answers to any customer question or complaint at their fingertips. This kind of pressure can lead to large, sprawling customer service pools, and if a business doesn’t have the right tools in place to automate the process and make it more efficient, the help desk can become a major source of wasted revenue. SWC Technology’s Cummings says it’s leading to more and more customers turning to MSPs to handle their helpdesk operations. “We’ve seen an increased demand for outsourced service desk and expect that to continue in 2019,” she says. “It’s challenging for an internal team to support users as they navigate the change — on a 24/7/365 basis, from anywhere, on any device. Additionally, this distraction takes internal resources away from identifying and implementing higher-priority projects that drives greater value to the business.”Shutterstock

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.

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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.

We recently compiled a list of 20 top UCaaS providers offering products and services via channel partners.

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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.

Want to contact the author directly about this story? Have ideas for a follow-up article? Email Edward Gately or connect with him on LinkedIn.

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About the Author(s)

Edward Gately

Senior News Editor, Channel Futures

As news editor, Edward Gately covers cybersecurity, new channel programs and program changes, M&A and other IT channel trends. Prior to Informa, he spent 26 years as a newspaper journalist in Texas, Louisiana and Arizona.

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