RingCentral has added Verint’s leading workforce engagement management (WEM) and CX automation solutions to RingCX, its AI-powered contact centre platform, as part of the latest partnership. RingCX customers will now be able to improve employee productivity and customer experiences, ultimately driving competitive advantage and operational efficiency.
“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.
RingCX customers will benefit from a range of capabilities designed to enhance productivity and service efficiency. Workforce Engagement Management (WEM) focuses on boosting employee performance with features like quality management, interaction analytics, and optimised scheduling.
AI Automation streamlines routine tasks, reducing handling times and improving customer satisfaction. In addition, Intelligent Virtual Agents offer 24/7 support across voice and digital channels, handling inquiries with accuracy and consistency, which allows human agents to focus on more complex issues. Finally, Knowledge Management provides a centralised resource, enabling agents to access accurate information quickly, improving response times and first-contact resolution.