RingCentral and Verint have announced a strategic partnership to provide RingCX™ customers access to workforce engagement management (WEM) and CX automation. Through this partnership, RingCX customers will be able to leverage Verint’s WEM and CX automation solutions, which complement RingCentral’s native AI capabilities, to enhance employee productivity and improve customer experiences, ultimately driving competitive advantage and operational efficiency.
“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,” said Vlad Shmunis, founder, chairman, and CEO of RingCentral. “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.”
“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,” said Dan Bodner, CEO of Verint. “Through this partnership, we are excited about extending our market reach by leveraging RingCentral’s extensive base and partner network.”
Key capabilities for RingCX customers will include:
- Workforce Engagement Management (WEM): Enhances employee productivity through enterprise-grade quality management, interaction analytics, forecasting and scheduling. Provides performance and feedback management for efficient contact centre operations and quality excellence.
- AI Automation: Streamlines customer interactions by automating routine tasks and processes to reduce handling time and enhance service efficiency, contributing to improved customer satisfaction.
- Intelligent Virtual Agents: Offers conversational AI capabilities that handle inquiries across voice and digital communication channels 24×7. Ensures consistent and accurate responses, freeing agents to focus on more complex customer support issues.
- Knowledge Management: Provides a centralised repository for information, ensuring agents have quick access to accurate data during customer interactions. Improves response times and increases first-contact resolution rates by equipping agents with the right tools to assist customers effectively.
“In 2023 and 2024, the market began to embrace AI-enhanced applications such as intelligent virtual assistants and summarisation – with measurable success,” said Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, LLC. “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.”
