RingCentral and Verint Announce Strategic Partnership to Bring AI-Powered Workforce Engagement Management and CX Automation to RingCX Customers
RingCentral (NYSE: RNG) and Verint (NASDAQ: VRNT) have announced a strategic partnership to enhance RingCX customers' experiences with AI-powered Workforce Engagement Management (WEM) and Customer Experience (CX) automation. This collaboration aims to improve employee productivity and customer satisfaction through Verint's leading WEM and CX solutions, complementing RingCentral's AI capabilities. Key benefits for RingCX customers include enhanced interaction analytics, forecasting, scheduling, AI automation for routine tasks, intelligent virtual agents for 24x7 support, and centralized knowledge management. The partnership is expected to drive competitive advantage and operational efficiency, benefiting a broad range of sophisticated contact center use cases.
RingCentral (NYSE: RNG) e Verint (NASDAQ: VRNT) hanno annunciato una partnership strategica per migliorare l'esperienza dei clienti di RingCX attraverso un Workforce Engagement Management (WEM) e una Customer Experience (CX) automatizzati, alimentati dall'IA. Questa collaborazione mira a migliorare la produttività dei dipendenti e la soddisfazione dei clienti grazie alle soluzioni WEM e CX di Verint, che si integrano con le capacità IA di RingCentral. I principali vantaggi per i clienti di RingCX includono un'analisi delle interazioni migliorata, previsioni, programmazione, automazione delle attività quotidiane tramite IA, agenti virtuali intelligenti per supporto 24 ore su 24 e 7 giorni su 7, e gestione centralizzata della conoscenza. Si prevede che la partnership porti un vantaggio competitivo e un'efficienza operativa, beneficiando una vasta gamma di casi d'uso sofisticati nei centri di contatto.
RingCentral (NYSE: RNG) y Verint (NASDAQ: VRNT) han anunciado una asociación estratégica para mejorar la experiencia de los clientes de RingCX con la gestión del compromiso de la fuerza laboral (WEM) y la automatización de la experiencia del cliente (CX) potenciadas por IA. Esta colaboración tiene como objetivo mejorar la productividad de los empleados y la satisfacción del cliente a través de las soluciones líderes en WEM y CX de Verint, complementando las capacidades de IA de RingCentral. Los principales beneficios para los clientes de RingCX incluyen analítica de interacciones mejorada, pronósticos, programación, automatización de tareas rutinarias mediante IA, agentes virtuales inteligentes para soporte 24/7, y gestión del conocimiento centralizada. Se espera que la asociación impulse la ventaja competitiva y la eficiencia operativa, beneficiando a una amplia gama de casos de uso sofisticados en centros de contacto.
링센트럴 (NYSE: RNG)과 베린트 (NASDAQ: VRNT)는 AI 기반의 워크포스 참여 관리 (WEM) 및 고객 경험 (CX) 자동화를 통해 링CX 고객의 경험을 향상시키기 위한 전략적 파트너십을 발표했습니다. 이 협력은 베린트의 선두 WEM 및 CX 솔루션을 통해 직원 생산성과 고객 만족도를 높이는 것을 목표로 하며, 링센트럴의 AI 기능을 보완합니다. 링CX 고객을 위한 주요 혜택에는 향상된 상호작용 분석, 예측, 일정 관리, 일상 업무를 위한 AI 자동화, 24시간 지원을 위한 지능형 가상 에이전트, 중앙 집중식 지식 관리가 포함됩니다. 이 파트너십은 경쟁 우위와 운영 효율성을 촉진할 것으로 예상되며, 정교한 연락 센터의 다양한 사용 사례에 이익을 줄 것입니다.
RingCentral (NYSE: RNG) et Verint (NASDAQ: VRNT) ont annoncé un partenariat stratégique visant à améliorer l'expérience des clients de RingCX grâce à une gestion de l'engagement des effectifs (WEM) et à l'automatisation de la relation client (CX) propulsées par l'IA. Cette collaboration vise à améliorer la productivité des employés et la satisfaction des clients grâce aux solutions WEM et CX de Verint, qui complètent les capacités d'IA de RingCentral. Les principaux avantages pour les clients de RingCX comprennent une analyse des interactions améliorée, des prévisions, une planification, l'automatisation des tâches de routine par l'IA, des agents virtuels intelligents pour un support 24h/24 et 7j/7, ainsi qu'une gestion centralisée des connaissances. Le partenariat devrait favoriser un avantage concurrentiel et une efficacité opérationnelle, bénéficiant à un large éventail de cas d'utilisation sophistiqués dans les centres de contact.
RingCentral (NYSE: RNG) und Verint (NASDAQ: VRNT) haben eine strategische Partnerschaft angekündigt, um die Erfahrungen der RingCX-Kunden mit KI-gestütztem W Workforce Engagement Management (WEM) und Kundenerfahrung (CX) Automatisierung zu verbessern. Diese Zusammenarbeit zielt darauf ab, die Produktivität der Mitarbeiter und die Kundenzufriedenheit durch Verints führende WEM- und CX-Lösungen zu steigern, die die KI-Funktionen von RingCentral ergänzen. Zu den wichtigsten Vorteilen für RingCX-Kunden gehören verbesserte Interaktionsanalysen, Prognosen, Zeitplanung, KI-Automatisierung für Routineaufgaben, intelligente virtuelle Agenten für 24-Stunden-Support sowie zentralisiertes Wissensmanagement. Die Partnerschaft wird voraussichtlich einen Wettbewerbsvorteil und operative Effizienz schaffen, was einer breiten Palette anspruchsvoller Anwendungsfälle in Kontaktzentren zugutekommen wird.
- Strategic partnership with Verint to enhance RingCX with leading WEM and CX automation solutions.
- Improved employee productivity through advanced interaction analytics and forecasting.
- Enhanced customer satisfaction via AI automation and intelligent virtual agents.
- Centralized knowledge management for quicker, accurate customer support.
- None.
Insights
This strategic partnership represents a significant technological advancement for RingCentral's contact center solution. The integration of Verint's WEM and CX automation capabilities with RingCX creates a comprehensive enterprise-grade contact center platform that addresses key operational challenges. The combination of RingCentral's AI-powered communications with Verint's workforce optimization tools positions RingCX more competitively in the mid to enterprise market segments.
The partnership's value proposition centers on operational efficiency gains through automated workforce management, quality monitoring and AI-driven customer service automation. For investors, this indicates RingCentral's strategic focus on expanding its enterprise market presence and potentially increasing its average revenue per user through higher-value offerings.
The timing aligns with growing market demand for AI-enhanced contact center solutions, suggesting potential revenue growth opportunities in 2024-2025 as more companies adopt these technologies.
“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 center 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 center 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 24x7. Ensures consistent and accurate responses, freeing agents to focus on more complex customer support issues.
- Knowledge Management: Provides a centralized 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 summarization - 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 center solution will be a powerful new option for RingCX customers.”
About RingCentral
RingCentral is a global leader in AI-powered trusted business communications, contact center, revenue intelligence, video and hybrid event solutions. RingCentral empowers businesses with conversation intelligence and unlocks rich customer and employee interactions to provide insights and improved business outcomes. With decades of expertise in reliable and secure cloud communications, RingCentral has earned the trust of hundreds of thousands of customers and millions of users worldwide. Visit ringcentral.com to learn more.
©2024 RingCentral, Inc. All rights reserved. RingCentral, RingCX, and the RingCentral logo are trademarks of RingCentral, Inc.
This press release contains “forward-looking statements,” including but not limited to, statements regarding RingCentral’s partnership with Verint to offer RingCX customers integration with WEM and CX automation solutions from Verint and the anticipated benefits of and activity under RingCentral’s partnership with Verint, including the ability to create growth opportunities for RingCentral. Forward-looking statements are subject to known and unknown risks and uncertainties, and are based on assumptions that may prove to be incorrect, which could cause actual results to differ materially from those expected or implied by the forward-looking statements. Refer to the “Risk Factors” and “Management’s Discussion and Analysis of Financial Condition and Results of Operations,” in our most recent Form 10-K and Form 10-Q filed with the Securities and Exchange Commission, and in other filings we make with the Securities and Exchange Commission from time to time.
All forward-looking statements in this press release are based on information available to the Company as of the date hereof, and we undertake no obligation to update these forward-looking statements, to review or confirm analysts’ expectations, or to provide interim reports or updates on the progress of the current financial quarter.
About Verint
Verint® (NASDAQ: VRNT) is a leader in customer experience (CX) automation. The world’s most iconic brands – including more than 80 of the Fortune 100 companies – use the Verint Open Platform and our team of AI-powered bots to deliver tangible AI business outcomes across the enterprise.
Verint, The CX Automation Company™, is proud to be Certified™ by Great Place To Work®. Learn more at Verint.com.
This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management’s expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2023, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.
VERINT, VERINT DA VINCI THE CUSTOMER ENGAGEMENT COMPANY, BOUNDLESS CUSTOMER ENGAGEMENT AND THE ENGAGEMENT CAPACITY GAP are trademarks of Verint Systems Inc. or its subsidiaries. Verint and other parties may also have trademark rights in other terms used herein.
View source version on businesswire.com: https://www.businesswire.com/news/home/20241107126443/en/
Media Contacts:
Sue Huss
sue.huss@verint.com
Mariana Leventis
mariana.leventis@ringcentral.com
Source: RingCentral, Inc.
FAQ
What is the strategic partnership between RingCentral and Verint about?
How will the RingCentral and Verint partnership benefit RingCX customers?
What specific AI capabilities will be available to RingCX customers through the Verint partnership?
