MetriNote – RingCentral, Verint Team on WEM, AI Automation

Author: Beth Schultz, VP of Research and Principal Analyst, Metrigy

What's the news?

November 7, 2024 – RingCentral and Verint have announced a strategic partnership through which RingCentral will provide customers of its AI-powered RingCX cloud contact center platform with access to Verint’s workforce engagement management (WEM), CX automation, and knowledge management solutions. These include capabilities such as quality management, interaction analytics, forecasting and scheduling, as well as performance and feedback management. Using the Verint integration, RingCX customers also will be able to automate routine tasks and processes for streamlined handle time and greater agent efficiency, use intelligent virtual agents across voice and digital channels, and allow agents to tap into a centralized knowledge management repository to help answer customer queries in real-time. Availability and pricing information are expected to follow in early 2025.