NiCE and RingCentral Extend Partnership to Revolutionize AI-Driven Customer and Employee Experiences

NiCE and RingCentral have extended their partnership to enhance AI-driven customer and employee experiences through integrated UCaaS and CCaaS solutions. The multi-year agreement aims to revolutionize enterprise-grade customer engagement and strengthen the channel partner ecosystem. Both companies have sustained leadership positions in their respective Gartner Magic Quadrant categories for a decade. The extended partnership will focus on go-to-market strategy, sales, onboarding, and post-sales engagement to redefine customer interactions using AI technologies.

NiCE (Nasdaq: NICE) and RingCentral (NYSE: RNG) have extended their decade-long partnership with a new multi-year agreement aimed at enhancing AI-driven customer and employee experiences through integrated Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solutions [1]. The collaboration, which began in 2015, focuses on delivering unified, AI-powered communication and engagement platforms.

The renewed partnership will prioritize go-to-market strategy, sales, onboarding, and post-sales engagement to redefine customer interactions using AI technologies. The integrated UCaaS and CCaaS offering, NiCE CXone Mpower, will be a key component of this collaboration, enabling enterprises to streamline interactions and enhance operational efficiency [2].

Both NiCE and RingCentral have sustained leadership positions in their respective categories, appearing as Leaders in the Gartner Magic Quadrant for UCaaS and CCaaS for 10 consecutive years [3]. This extended partnership signals a continued commitment to converged AI-powered communications and CX platforms across the enterprise landscape.

The channel partner ecosystem will also benefit from this renewed agreement. The partnership will focus on revitalizing the channel partner and reseller ecosystem, with a goal of making clients super successful [2]. Joe Rittenhouse, Co-CEO of Converged Technology Professionals, called the move "a significant win-win," pointing to numerous successful deployments driven by the combined UCaaS and CCaaS platform [1].

The strategic integration capabilities of the partnership include AI Orchestration, which enables intelligent routing, predictive engagement, and automated agent assist across channels. Additionally, the partnership offers AI-Powered Analytics, providing insights across CX and EX touchpoints using integrated dashboards and sentiment analysis [1].

The extended partnership marks an important milestone for both companies. NiCE CEO Scott Russell and RingCentral CEO Vlad Shmunis emphasized the significance of combining strengths to deliver holistic, AI-powered communication and engagement platforms. "The path ahead is about working together collaboratively to unlock more opportunities — and meet businesses wherever they are in their AI journey," said Russell [1].

References:
[1] https://www.cmswire.com/contact-center/nice-and-ringcentral-extend-ai-partnership-to-unite-cx-and-ex/
[2] https://www.theglobeandmail.com/investing/markets/markets-news/Business%20Wire/33899419/nice-and-ringcentral-extend-partnership-to-accelerate-ai-driven-customer-and-employee-experiences/
[3] https://www.tribuneindia.com/news/advertorial-disclaimer/deep-tech-firm-businessnext-continues-strong-streak-recognized-in-gartner-sales-force-automation-magic-quadrant-for-12-consecutive-years