NiCE has announced a multi-year renewal and expansion of its long-standing partnership with RingCentral, Inc., a leading provider in AI-driven business communications. This extension focuses on jointly marketing and selling the RingCentral Contact Center™, an enterprise-grade customer engagement platform powered by NiCE’s CXone Mpower AI technology. The renewed collaboration aims to further accelerate the transformation of customer and employee experiences through AI-powered solutions.
The alliance between NiCE and RingCentral, which began in 2015, is now being reinvigorated across various facets including go-to-market strategies, sales, onboarding, and post-sales support. By leveraging their complementary expertise RingCentral’s top-tier cloud communication services recognized as a leader in Gartner’s Magic Quadrant for Unified Communications as a Service (UCaaS) for ten straight years, and NiCE’s prominence in contact center solutions similarly honored in Gartner’s Magic Quadrant for Contact Center as a Service (CCaaS) over the same period this partnership continues to offer a deeply integrated and robust unified communication and contact center solution.
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RingCentral’s Founder, Chairman, and CEO, Vlad Shmunis, expressed enthusiasm over the extended collaboration, emphasizing the unique value brought to their customers by combining the strengths of both companies. He highlighted the AI-powered integration as crucial for streamlining interactions and enhancing operational efficiency.
Scott Russell, CEO of NiCE, shared a similar outlook, focusing on the seamless convergence of AI-driven customer and employee experiences that the partnership enables. He pointed to a future defined by collaborative growth and a commitment to supporting businesses at different stages of their AI journey to modernize how they connect, collaborate, and engage customers.
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A key priority under this renewed agreement will be strengthening the channel partner ecosystem, where the combined RingCentral Contact Center and NiCE CXone Mpower solution has already earned a strong reputation. Joe Rittenhouse, Co-CEO of Converged Technology Professionals, praised the partnership as a “significant win-win,” noting their success in deploying large-scale integrated UCaaS and CCaaS deals and their anticipation of further collaboration to drive client success.
Industry analyst Zeus Kerravala from ZK Research recognized the remarkable depth and success of the NiCE-RingCentral integration in the UCaaS and CCaaS space, underscoring the excitement about the new phase of their joint efforts to support businesses’ AI-powered employee experience (EX) and customer experience (CX) initiatives.
Overall, the extended NiCE and RingCentral partnership aims to harness AI to enhance business communications and customer engagement, building on a decade of proven collaboration with a renewed focus on innovation and market expansion.
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