NiCE, RingCentral expand their AI-CX partnership
CALIFORNIA, UNITED STATES — NiCE and RingCentral, two providers of artificial intelligence (AI)-driven customer experience (CX) technology, have expanded their decade-long strategic partnership into a bi-directional resale arrangement covering both companies’ software platforms.
Partnership adds bi-directional resale of RingEX and CXone
The expanded arrangement makes RingCentral and NiCE bi-directional distribution partners: RingCentral will continue offering NiCE’s CXone platform through RingCentral Contact Center, while NiCE will also begin distributing RingCentral’s unified communications as a service (UCaaS) solution, RingEX.
According to a company press release, the partnership integrates real-time presence and subject-matter expert routing across both platforms, enabling human specialists to join live customer interactions alongside AI agents in orchestrated service workflows.
“NiCE has been a trusted partner for more than a decade, and this expansion takes our relationship to a new level. 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 modernize how they connect, collaborate, and serve their customers,” said Vlad Shmunis, Founder, Chairman and Chief Executive Officer (CEO) at RingCentral.
“By expanding our partnership with RingCentral, we’re bringing together two recognized industry leaders so organizations 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, CEO at NiCE.
NiCE operates in more than 150 countries and RingCentral serves customers globally, making the joint offering available to multinational organizations seeking integrated communications and contact center capabilities under a single partnership framework. The two companies have collaborated since 2015, with the expansion deepening a relationship that previously focused on RingCentral distributing NiCE’s contact center software.
For the contact center and business process outsourcing (BPO) industry, the RingCentral-NiCE integration illustrates a growing pattern of technology vendors consolidating UCaaS and contact center infrastructure to eliminate handoffs between employee communications and customer-facing service workflows.
Outsourcing providers who rely on separate UCaaS and CX platforms face growing pressure to unify those systems as clients demand AI agents that can access both employee knowledge and customer interaction data in real time.
With a partner relationship spanning more than a decade and now covering both UCaaS and contact center distribution, NiCE and RingCentral are positioning their combined platform as the infrastructure layer for AI-driven customer and employee experience at scale.
Related news
- Telia sells ACE contact-center platform to LeadDesk · 28 Jul
- CallTower, SESTEK partner on conversational AI · 21 Jul
- Infobip buys SocketLabs to boost enterprise email · 17 Jul
Disclosure: Outsource Accelerator uses AI tools in the backend of its editorial workflow. Every article is reviewed and verified by a human editor before publication.
Stay ahead of the outsourcing industry. Join thousands of business leaders who rely on Outsource Accelerator for the news, trends, and expert insights that matter. Subscribe to our free newsletter and never miss an update.
