RingCentral, a global leader in AI-powered business communications, has announced a strategic partnership with Verint, a leader in CX automation. This collaboration will provide RingCX customers access to Verint’s advanced workforce engagement management (WEM) and CX automation solutions. The partnership aims to enhance employee productivity, improve customer experiences, and drive operational efficiency, offering a competitive advantage for businesses of all sizes.

• The Power of the RingCentral-Verint Partnership

  • Integration of Verint’s WEM and CX automation solutions with RingCentral’s AI-driven RingCX platform.
  • Offers customers enhanced flexibility and choice, allowing them to leverage AI-powered tools to improve business outcomes.
  • Aims to address complex contact center challenges and streamline customer engagement across various communication channels.

• Key Capabilities for RingCX Customers

  • Workforce Engagement Management (WEM): Enhances employee productivity with enterprise-grade tools like quality management, interaction analytics, and forecasting. Improves contact center operations through efficient scheduling and performance management.
  • AI Automation: Reduces customer service handling times by automating routine tasks, increasing service efficiency and customer satisfaction.
  • Intelligent Virtual Agents: AI-powered virtual assistants that handle customer inquiries 24/7 across voice and digital channels, ensuring consistent responses and freeing agents to manage complex issues.
  • Knowledge Management: Centralized data repositories that provide agents with quick access to accurate information, reducing response times and improving first-contact resolution rates.

• Industry Insights on AI Integration in CX

  • According to Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics, the adoption of AI in customer experience operations has been growing, with intelligent virtual assistants and AI-enhanced applications seeing measurable success in 2023 and 2024.
  • As more companies look to incorporate AI into their CX operations, Verint’s WEM solutions, combined with RingCentral’s AI-first contact center tools, present a powerful option for businesses seeking to optimize customer engagement.

• Strategic Benefits for Businesses

  • By integrating AI-powered CX solutions, businesses can significantly reduce operational costs while improving customer satisfaction and employee productivity.
  • The partnership also extends Verint’s market reach by leveraging RingCentral’s extensive customer base and partner network, positioning the solution as a key player in the rapidly evolving customer engagement landscape.

The RingCentral-Verint partnership represents a major step forward in enhancing AI-driven customer experience and workforce management solutions. By combining the strengths of both companies, businesses can improve operational efficiency, deliver superior customer experiences, and stay competitive in an increasingly AI-driven market.