NiCE and RingCentral expand partnership to offer integrated UCaaS and CCaaS

NiCE and RingCentral have expanded their long-standing partnership into a fully bi-directional arrangement, with NiCE agreeing to resell RingCentral's unified communications as a service (UCaaS) platform, RingEX, alongside the pair's existing contact centre offering.

Under the new multi-year agreement, NiCE will offer RingEX to organisations seeking a single integrated customer experience (CX) and employee communications solution.

Separately, the companies have extended their existing deal - under which RingCentral markets and sells RingCentral Contact Center, powered by NiCE CXone - for a further year.

The partnership, which the companies said dates to 2015, now flows in both directions: RingCentral continues to bring NiCE's CXone platform to its customers, while NiCE adds RingCentral's UCaaS capability to its own portfolio.

The combined offering is designed to connect frontline contact centre agents with back-office staff in real time, including the ability to bring a subject-matter expert into a live customer interaction in a single click.

NiCE said the integration also incorporates its CX AI layer, powered by NiCE Cognigy, allowing organisations to manage AI and human agents across customer and employee workflows from a single platform.

"NiCE has been a trusted partner for more than a decade, and this expansion takes our relationship to a new level," said Vlad Shmunis, founder, chairman and chief executive at RingCentral.

"With NiCE now offering our UCaaS solution alongside the continued success of RingCentral Contact Center powered by CXone, we're now giving businesses of all sizes a proven, integrated path to modernise how they connect, collaborate, and serve their customers."

“By expanding our partnership with RingCentral, we're bringing together two recognized industry leaders so organisations gain the full strength of both: elite employee communications and an enterprise-grade CX platform, deeply integrated and ready to scale with AI,” said Scott Russell, chief executive at NiCE.