NiCE & RingCentral Extend AI-Powered Contact Center Deal

NiCE and RingCentral extend partnership to deliver AI-powered UCaaS and CCaaS integration, boosting enterprise collaboration and service efficiency.

Written By: Franklin Okeke
Aug 12, 2025
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NiCE and RingCentral have extended their long-running collaboration with a new multi-year agreement to continue offering RingCentral Contact Center, powered by NiCE’s CXone Mpower. The renewal focuses on closer integration between unified communications and contact center services.

The deal focuses on making it easier for enterprises to adopt, deploy, and operate the combined RingCentral–NiCE communications and contact center platform.

Collaborative tools at core of renewal

The companies say the extension builds on existing integrations by targeting new efficiencies in cross-platform communication and support.

Vlad Shmunis the founder, chairman, and CEO of RingCentral, said: “We’re thrilled to extend our partnership with NiCE and double down on continuing to offer NiCE’s renowned industry-leading CX platform powered by AI to RingCentral’s enterprise customers.” 

He added that the integration delivers measurable gains in service responsiveness and operational efficiency.

Scott Russell, CEO of NiCE, hailed the partnership as a pathway towards “working together collaboratively to unlock more opportunities.” The partnership will help the companies “ meet businesses wherever they are in their AI journey to modernize how they connect, collaborate, and serve their customers,” he added.

Industry shift behind unified systems

The agreement comes at a time when many enterprises are transitioning to platforms that integrate Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) into a single, cloud-based system. The global UCaaS market is forecasted to grow from $136 billion in 2023 to $417 billion by 2030, according to Grand View Research. This shift is driven by demand for mobility, automation, and streamlined operations. 

Concurrent growth in cloud contact center platforms supports this trend. By 2033, the global cloud-based contact center market is expected to reach $ 162.5 billion, up from $ 32.8 billion in 2024. 

AI-enabled features such as live transcription, automated call summaries, sentiment tracking, and intelligent routing are becoming standard in these systems. More businesses are expected to adopt them to enhance the quality of customer engagement and reduce the need for multiple platforms.

thumbnail Franklin Okeke

Franklin Okeke is an author and tech journalist with over five years of IT experience. Coming from a software development background, his writings span cybersecurity, AI, cloud computing, IoT and software development. In addition to pursuing a Master's degree in Cybersecurity & Human Factors from Bournemouth University, Franklin has two published books and four academic papers to his name. His writing also appears regularly in Enterprise Networking Planet, Techopedia, ServerWatch, The Register and other leading technology publications.

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