RingCentral has announced a multi-year extension of its decade-long partnership with NiCE as they strengthen their collaboration around RingCentral Contact Center.
Vlad Shmunis, Founder, Chairman and CEO of RingCentral, showed his eagerness for the continuation.
“We’re thrilled to extend our partnership with NiCE and double down on continuing to offer NiCE’s renowned industry-leading CX platform powered by AI to RingCentral’s enterprise customers.”
He later added “our customers greatly benefit from the integration of two recognized industry leaders that no other vendors are able to deliver.”
The years-long partnership centers around RingCentral Contact Center being powered by NiCE CXone Mpower AI, which is a strength for channel partners to sell on.
The Imperative Behind Integrated Communications
This renewed agreement builds upon a relationship that has been cultivating integrated AI-powered UCaaS and CCaaS solutions since 2015.
Because of this solution integration, the companies have had over 1,000 joint customers globally across a variety of industries, including healthcare, retail, financial services, and the public sector.
Yet with both companies bringing Gartner-recognized leadership credentials to the table, this renewed partnership represents more than a simple contract renewal.
Industry analysts describe it as a unique value proposition in an increasingly crowded marketplace, not only for integrating two leading solutions but also by assuring customers that innovations, like NiCE’s CX platform powered by AI, will continue to fuel RingCentral’s solutions. As Scott Russell, CEO of NiCE, said:
“The path ahead is about working together collaboratively to unlock more opportunities — and meet businesses wherever they are in their AI journey to modernize how they connect, collaborate, and serve their customers.”
This announcement to meet businesses is also a key component of the renewed agreement. By signaling to channel partners that the relationship is solid, it gives them and their customers the confidence to keep buying solutions from RingCentral knowing that they will continue getting the best of both worlds by doing so.
As Joe Rittenhouse, Co-CEO of Converged Technology Professionals, puts it:
“The NiCE and RingCentral partnership extension is a significant win-win.”
“We’re great supporters of this partnership and have successfully sold and deployed many large enterprise deals based on their integrated UCaaS and CCaaS solutions,” Rittenhouse continues. “We look forward to the next steps and their focus on working together with us to make our clients super successful.”
The integrated UCaaS-CCaaS approach that RingCentral and NiCE have been refining since 2015 eliminates these handoff points by creating seamless connectivity between customer-facing and employee-facing communication channels. For instance, NiCE last year announced it was entering the market by releasing its own UCaaS for $5 per user per month.
Rather than negotiating separate contracts, managing different support relationships, and dealing with finger-pointing when integration issues arise, customers can work with RingCentral as a single provider for both their internal communication needs and customer engagement requirements.
This simplification becomes particularly valuable as organizations scale their operations and need to onboard new employees or expand their contact center capabilities.
Positioning for Partners and Customers
The extension of the RingCentral-NiCE partnership showcases to partners that RingCentral’s Contact Center solution remains one that their customers would want.
The track record, combined with the extended partnership and its new focus on AI capabilities, channel partner enablement, and deeper integration, provides confidence that the joint solution is working to keep it relevant for the future.
For decision-makers considering integrated UCaaS-CCaaS solutions, this makes RingCentral’s solutions an attractive offering.
