RingCentral partners with Verint to enhance RingCX platform

RingCentral and Verint have announced a strategic partnership to integrate Verint's workforce engagement management and customer experience automation solutions with RingCentral's contact centre platform, RingCX.

This collaboration aims to enhance the capabilities available to RingCX customers, offering solutions for improved productivity and customer experiences. Customers will gain access to advanced workforce engagement management and customer experience automation functionalities to enhance operational efficiency and competitive advantage.

Vlad Shmunis, Founder, Chairman, and CEO of RingCentral, expressed enthusiasm about the partnership's potential. "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," Mr Shmunis stated.

"We will now be able to offer our RingCX customers integration with industry-leading WEM and CX automation solutions from Verint. 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."

Dan Bodner, CEO of Verint, highlighted the opportunities arising from this partnership: "This partnership presents a great opportunity for RingCentral's customers to benefit from significant AI business outcomes driven by the Verint Open Platform."

"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."

RingCX customers will benefit from key capabilities, including workforce engagement management, AI automation, intelligent virtual agents, and knowledge management. These features aim to boost employee productivity, streamline customer interactions, and enhance service efficiency.

Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics, LLC, commented on the broader industry adoption of AI-powered solutions: "In 2023 and 2024, the market began to embrace AI-enhanced applications such as intelligent virtual assistants and summarisation - with measurable success."

"Now, as we head into 2025, a broader set of companies is ready to gain the benefits AI can bring to CX operations. Verint's market-leading WEM solutions and unique bot technology, combined with RingCentral's unique, AI-first contact centre solution will be a powerful new option for RingCX customers."

The integration aims to improve employee engagement and customer satisfaction through enhanced quality management, interaction analytics, and intelligent virtual assistants that handle inquiries across various communication channels around the clock. Additionally, the partnership aims to offer a centralised repository for information, thus improving agents' access to accurate data.