RingCentral and Verint Announce Strategic Partnership to Bring AI-Powered Workforce Engagement Management and CX Automation to RingCX Customers

November 07, 2024 at 16:05 PM EST

RingCentral, Inc. (NYSE: RNG), a global leader in AI-powered trusted business communications for companies of all sizes, and Verint® (NASDAQ: VRNT), a leader in CX automation, today announced a strategic partnership to provide RingCX™ customers access to best-in-class workforce engagement management (WEM) and CX automation. Through this partnership, RingCX customers will have more choice and be able to leverage Verint’s leading WEM and CX automation solutions, which complement RingCentral’s native AI capabilities, to enhance employee productivity and improve customer experiences, ultimately driving competitive advantage and operational efficiency.

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“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.

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.