RingCentral and NiCE have extended their agreement to market the RingCentral Contact Center.
The RingCentral Contact Center is a dressed-up version of NiCE CXone Mpower, which features a tight integration with RingEX, RingCentral’s collaborations platform.
By combining these two technologies, businesses can converge CCaaS and UCaaS solutions that lead their respective Gartner Magic Quadrants.
In doing so, they can create a single, interoperable communications environment.
The relationship has lasted ten years and proved fruitful for both vendors. Now, Vladimir Shmunis, Founder, Chairman, and CEO of RingCentral, shared his excitement at prolonging the deal.
During the company’s latest earnings call, Shmunis stated:
We look forward to working with a NiCE team offering a best-in-class, integrated AI-powered cloud telephony and contact center suite that is the ideal choice for enterprises with complex and advanced use cases.
The extension will be music to the ears of many existing RingCentral Contact Center customers. After all, rumors of a soured relationship had spread across the industry.
These started back in November 2023, when RingCentral announced a competitive CCaaS solution: RingCX, which now has 1,200+ customers.
After, in July 2024, NiCE released its own UCaaS solution: NiCE 1CX.
The announcements generated plenty of speculation around the partnership’s long-term future. That only grew when RingCentral decided to migrate its own contact center team from the RingCentral Contact Center to RingCX in late 2024.
At the time, when discussing the NiCE partnership, Shumnis stated, "RingCX is our go-forward solution," and didn’t commit to extending the relationship.
However, the partnership appears to be back on the right trajectory, and Scott Russell, CEO of NiCE, celebrated that news by committing to closer collaboration.
"We’re excited to work together to take our partnership with RingCentral to the next level, one defined by the seamless convergence of AI-powered customer and employee experiences," he 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.
The extended partnership also supports NiCE’s vision to become a system of interaction, offering organizations a complete view of conversations around customer cases.
With many brands pushing cases across the business to various subject matter experts (SMEs) on platforms like RingEX, internal conversations now make up part of that view.