ringcentral acquires connect first

differ materially from those expected or implied by the forward-looking Ringcentral, Inc. (RNG) to Acquire Connect First. robust features, New, improved, and all you need to work from anywhere, Explore all our customer service solutions, Get a simple, yet powerful phone system and so much more, The #1 global cloud communications solution for teams and customers, Customized and integrated for mobile operators, cable/MSOs, and managed service providers, Videos, webinars, and white papers to get you up and running, See why so many global enterprises trust us, Gain in-depth knowledge about cloud communications and our products, Join us and reimagine the world rules and regulations, Dynamic Agent Scripting to guide agent interactions with customers, Call blending for managing outbound and inbound interactions to We'll email you twice a month with our actionable tips, and industry trends fueling business growth, so feel free to sign up. that by joining forces with RingCentral we will broaden our market reach Unified communications vendor RingCentral is to buy cloud-based contact center provider Connect First to boost its customer engagement portfolio. On Monday, RingCentral announced that it has entered into an agreement to acquire privately held Connect First, a cloud-based outbound/blended customer engagement platform. In fact, this also all ties in directly with Artificial Intelligence, as Contact Centers truly seem to be one of the first real world proving grounds of AI applications. Ian Taylor. Edit . acquisition validates our technology leadership, and we’re confident RingCentral, Inc., (NYSE:RNG), a leading provider of enterprise cloud communications and collaboration solutions, today announced that it has entered into a definitive agreement to acquire Connect First, a cloud-based outbound/blended customer engagement platform for midsize and enterprise companies.Connect First’s platform is deployed by customers such as the ASPCA, Carnival Cruise … RingCentral, RingCentral and we undertake no obligation to update these forward-looking effectiveness of agents, Telephony Consumer Protection Act (TCPA) tools to manage compliance All of Connect First’s capabilities RingCentral has announced that it has entered into a definitive agreement to acquire Connect First, a cloud-based outbound/blended customer engagement platform. The platform is also built with “triple-redundancy,” meaning three times the data centers located around the globe, for a new level of uptime and reliability. support outbound customer interactions and campaign management has Looking to expand their existing Customer Engagement portfolio, RingCentral – a leader in cloud communications and collaboration solutions acquired Connect First in early 2019. With this latest introduction, RingCentral is adding a complete outbound and blended customer engagement capability to their solutions, further rounding out their Contact Center offerings. service organizations need to seamlessly blend outbound calling activity The provider does also mention on their website that Connect First has a “higher-than-average Net Promoter Score.” NPs measures and tracks overall customer loyalty, and with the average software provider sitting around 50/100, Connect First actually stands out with their rating never dropping below 74. Acquired Organization: Connect First A RingCentral Company Connect First is an award-winning cloud contact center software provider. RingCentral (NYSE:RNG) agrees to acquire Connect First, a cloud-based outbound/blended customer engagement platform for midsize and enterprise companiesThe company says that the acquisition complement RingCentral Set to Acquire Connect First. © 2020 RingCentral, Inc. All rights reserved. All forward-looking statements in this press release This clearly is a lasting trend, and won’t be going anywhere anytime soon; and for good reason. “Maximizing agent productivity in today’s rapidly changing customer collaboration, conferencing, online meetings, digital customer RingCentral, Inc. (RNG) to Acquire Connect First Learn More. RingCentral, Inc. (NYSE: RNG) is a leading provider of global enterprise However, the provider was clearly looking to bolster their outbound capabilities for the SMB market by snatching up a platform as capable and well equipped as Connect First. With this acquisition of Connect First, RingCentral’s Customer Engagement portfolio has now been expanded to include three complete solutions, all with a strong focus being placed on the customer experience: As I noted in passing above, this locks into place with RingCentral’s previous acquisition of Dimelo, which had placed a strong focus on the provider’s digital customer care software, and even some AI capabilities. “The acquisition of Connect First complements our current Customer increased,” said Sheila McGee-Smith, President of McGee-Smith Analytics. In total, Connect First’s platform is made up of a number of different solutions, including: All of Connect Firsts’ capabilities are also available through web-based APIs that super simply integration and implementation on a wide scale with a vast number of solutions and existing platforms. statements. Connect First A RingCentral Company acquired by RingCentral . and connect from any location, on any device, and via any mode. UCaaS vendors like RingCentral are expanding to stay competitive and increase capabilities for customers. that may prove to be incorrect, which could cause actual results to In January 2019, RingCentral acquired Connect First, a Boulder, Colorado-based outbound and blended customer engagement provider. customer experiences. The Connect First platform provides key features that improve the Join 100k readers and get exclusive VoIP industry headlines delivered to your inbox. runs on Amazon Web Services (AWS). More detailed information about these factors may be found The terms of the transaction were not disclosed. During the Dimelo announcement, RingCentral CEO Vlad Shmunis explained that Dimelo’s platform allows organizations to “transform how they engage with their customers,” enabling them to “vastly improve their customer interactions by delivering world-class integrated experiences across a multitude of digital channels.” More simply put, with Dimelo, RingCentral can provide the tools organizations need to effectively manage their digital inbound engagements. Engagement portfolio and will provide transformative and differentiated As we continue to place a strong focus on Customer Engagement, and empowering representatives to provide better support, it seems that AI is a natural path to follow, enabling users to drastically cut down the time it takes to complete tasks, or locate necessary information. However, this is the first strategic agreement that includes all of RingCentral’s technology — the “MVP” (messaging, video, and phone) suite — as well as all three of RingCentral’s contact center solutions, including Engage Voice from the Connect First acquisition, Engage Digital from the purchase of Dimelo, and RingCentral’s contact center NICE InContact OEM. engagement, and integrated contact center solutions for enterprises September 30, 2018. midsize and enterprise organizations and will complement RingCentral’s RingCentral is headquartered in Belmont, California, and has offices With the Connect First acquisition, the RingCentral Customer Engagement portfolio will include RingCentral Contact Center™ for inbound communications and Workforce Optimization (WFO), RingCentral Engage™ for digital customer engagement, and Connect First for outbound/blended customer interactions. entered into a definitive agreement to acquire Connect are available through web-based APIs that enable rapid innovation and We’re excited to welcome the Connect First team to RingCentral.”. in the filings we make with the Securities and Exchange Commission from apps and enables customers to easily customize business workflows. "Maximizing agent productivity in today's rapidly changing customer service … RingCentral is based in Belmont, Calif. E-mail Address. The planned acquisition will give RingCentral access to the US-based company’s cloud-based outbound customer engagement platform. NewVoiceMedia’s Cloud Contact Center solution, Google launch their own AI Contact Center product, Nextiva Announces Newest NextOS, Aims to Further Connect Customer and Teams, CCaaS Magic Quadrant 2020: Our Review of Gartner’s Report, The 7 Best Free Call Center Software for 2021, Telephony Consumer Protection Act (TCPA) tools to manage compliance rules and regulations, Dynamic Agent Scripting to guide agent interactions with customers, Call blending for managing outbound and inbound interactions to deliver optimal agent productivity, WebRTC-based agent desktop for flexibility and ease of management, Real-time and historical reporting and analytics for managers and supervisors, Open APIs for easy integration with third-party applications, Microservices architecture running on AWS, Fully redundant platform for high availability, Proven deployments of multiple thousands of agents per customer, RingCentral Contact Center for inbound communications and Workforce Optimization (WFO), RingCentral Engage for digital customer engagement (this is from Dimelo), Connect First for outbound/blended customer interactions. supervisors, Open APIs for easy integration with third-party applications, Microservices architecture running on AWS, Fully redundant platform for high availability, Proven deployments of multiple thousands of agents per customer. include: “As RingCentral continues to be chosen by larger businesses, the need to This press release contains “forward-looking statements,” including but Connect First is a Boulder company. Simply put, RingCentral has acquired a cloud-based contact center solution; but they seem to be focused and interested in a few specific capabilities. “Maximizing agent productivity in today’s rapidly changing customer service environment is becoming increasingly challenging. Contact Centers really seem to be the latest battle ground for innovation within the SaaS market, and this seems to be indicated with a shift in industry veterans, as well as these recent acquisitions by RingCentral and their competitors. Their cloud native solution is built “from the ground up on a microservices architecture that is highly scalable and reliable,” and runs directly on top of the reliable and proven Amazon Web Services. outbound/blended customer experience and responsiveness of agents. RingCentral, Inc., a leading provider of enterprise cloud communications and collaboration solutions, announced that it has entered into a definitive agreement to acquire Connect First, a cloud-based outbound/blended customer engagement platform for midsize and enterprise companies. Platform. Access your calls, messages, and meetings. The RingCentral contact center portfolio is growing, as the vendor announced a deal to acquire Connect First. Acquisition adds outbound/blended capabilities for comprehensive customer engagement. Connect First offers a robust platform, designed and supported by a team of highly experienced engineers, designers and business analysts, and backed with personalized in-house ... Connect First A RingCentral … globally. RingCentral ranked highest in all five use cases including mobility and remote working, integrated contact center, midsize enterprises, multinational organization and large enterprises RingCentral, Inc., a leading provider of global enterprise cloud communications, collaboration, and contact center solutions, announced that it has received the highest scores in every use case among … The Connect First cloud native platform is built from the ground up on a known and unknown risks and uncertainties and are based on assumptions All outbound dialers Predictive dialer Manual dialer Progressive dialer Engage Voice Manual Dial Preview dialer Automatic call distribution (ACD) Interactive voice response (IVR) ... Connect First is the first platform that has truly seemed interested in our success as much as their own. with customer call backs and communications over digital channels,” said Connect First’s platform is deployed by customers such as the ASPCA, … The combination will bring together RingCentral’s inbound contact centre technology … “This In October 2018, RingCentral acquired Dimelo, a Paris-based OmniChannel contact center provider. Outlined in the release, RingCentral is happy to gain a large number of capabilities from this acquisition, for example: Outbound/blended Contact Center Capabilities. “With its born-in-the-cloud microservices architecture, Connect First Unified-Communications as-a-Service specialist RingCentral Monday said that it is purchasing cloud-based contact center provider Connect First as the company continues to focus on customer engagement. statements. Based in Colorado, and founded back in 2004, Connect First is a bit of a SaaS veteran. Connect First’s platform is deployed by customers such as the ASPCA, Carnival Cruise Line, Party City, PBS, … Connect First’s cloud-based outbound/blended customer engagement platform for midsize and enterprise companies will complement RingCentral’s current customer engagement portfolio. I want to go even further into what I feel is a new strategy from RingCentral, but before digging too deep, this acquisition of Connect First is a clear indication of a new direction and focus for RingCentral. ©2019 RingCentral, Inc. All rights reserved. Integrated phone, video conferencing, and messaging, Team messaging and collaboration with files, tasks, and more, Video meetings solution In comparison, Connect Firsts’ platform offers a similar capability and focus, just on the outbound end of things, by “seamlessly blend[ing] outbound calling activity with customer call backs and communications over digital channels.” It is almost as if these two acquisitions are two different sides to the same coin — outbound and inbound customer engagement. “Management’s Discussion and Analysis of Financial Condition and Results RingCentral.”. Connect First emerged as an industry leader, shaking up the CcaaS space and pushing the limits of what contact center software should and can do. Optimization (WFO), RingCentral First for outbound/blended customer interactions. No matter the situation to this point, Connect … financial impact for the year ending December 31, 2019. service environment is becoming increasingly challenging. Following up with UCaaS specifically, we have absolutely seen Vonage growing at a similar, if not faster, pace than RingCentral. "Maximizing agent productivity in today’s rapidly changing customer service … Connect First is a proven and well-designed native Cloud solution with a global reach, how could they go wrong? Modules. For example, Connect First’s portfolio specifically includes powerful outbound dialers, including preview, progressive and predictive dialing modes, and necessary functionality to follow, such as TCPA compliance management and agent scripting to truly maximize the usage of these new calling capabilities. It will be very interesting to see what new acquisitions pop-up in the news, and what new AI powered functionalities will emerge. RingCentral provides unified voice, video, team messaging and As in the case of its October 2018 acquisition of Dimelo , the company didn't share financial details except to say that it estimates the acquisition will have no material financial impact for the year ending Dec. 31, 2019. expected to close in Q1, 2019, and is estimated to have no material KO … Connect First’s platform is deployed by customers such as the ASPCA, Carnival Cruise Line, Party City, PBS, United Way, and Business Process Outsourcers (BPOs) for large service providers such as Charter Cable, Comcast, and SiriusXM. KO client Connect First recently entered into a definitive agreement to be acquired by RingCentral, a leading provider of global enterprise cloud communications and collaboration solutions. BOULDER — RingCentral Inc. (NYSE: RNG), a provider of enterprise cloud communications, entered into an agreement to acquire Connect First. deployed by customers such as the ASPCA, Carnival Cruise Line, Party It seems that RingCentral has been aiming to fully round out their Customer Engagement and Contact Center portfolio for a little while now, and I think I begin to see a little bit of an industry trend developing here. While the financial details of this acquisition were not directly disclosed, RingCentral did note in their announcement that the acquisition is planned to close within Q1 of 2019, and “is estimated to have no material financial impact for the year ending December 31, 2019.”. communications and collaboration solutions, today announced that it has Starting off the new year strong, RingCentral has just announced they have entered an agreement to acquire Connect First in an effort to expand their growing Customer Engagement portfolio. With triple redundancy, it certainly seems that Connect First can deliver on that promise. First, I wanted to really focus in on and highlight what RingCentral will be gaining through this acquisition. Starting off the new year strong, RingCentral has just announced they have entered an agreement to acquire Connect First in an effort to expand their growing Customer Engagement portfolio. microservices architecture that is highly scalable and reliable, and trademarks of RingCentral, Inc. RingCentral a leading provider of enterprise cloud communications and collaboration solutions, today announced that it has entered into a definitive agreement to acquire Connect First, a cloud-based outbound/blended customer engagement platform for midsize and enterprise companies. But, honestly, reliability isn’t the only reason RingCentral was looking to make this latest acquisition, especially as this is a follow up to their recent acquisition of Dimelo. RingCentral, Inc, will acquire Connect First See 2170 Comparable Transactions synopsis: RingCentral, Inc., a leading provider of enterprise cloud communications and collaboration solutions, announced that it has entered into a definitive agreement to acquire Connect First, a cloud-based outbound/blended customer engagement platform for midsize and enterprise companies. Specifically, Vonage has been making a number of moves focusing on the Cloud Contact Center and Customer Engagement market: Without a doubt, Vonage’s master plan has expanded to include a strong focus on providing the best customer experience possible by empowering organizations with the tools they need to not only create the best customer experience, but enable their agents to provide new levels of support as well. ‘RingCentral’ has Acquired ‘Connect First’ Ring Central is one of the biggest players that has earned a good name in the call center industry. So, with a focus being placed on the overall experience, and engaging the customer proactively, RingCentral (and other vendors we will mention shortly) seem to be rounding out their solutions and portfolios to include new advanced capabilities that organizations can leverage to empower both their agents and customers. Join over 100,000 professionals improving their bottom line. RingCentral’s open platform integrates with leading business Contact Center™ for inbound communications and Workforce Outbound and blended capabilities are clearly the important distinction to be made here. existing portfolio.”. of communications, All the latest news, events, and industry highlights in one place, All the resources you need to work from anywhere, Preview, progressive, and predictive outbound modes to maximize the deliver optimal agent productivity, WebRTC-based agent desktop for flexibility and ease of management, Real-time and historical reporting and analytics for managers and Acquisition adds outbound/blended capabilities for comprehensive customer engagement RingCentral Announces Definitive Agreement to Acquire Connect First to Expand its Customer Engagement Portfolio | The ChannelPro Network Just to recap quickly: Dimelo’s solutions, which are now RingCentral Engage, enable organizations to integrate and centralize all of their communications across multiple channels into one single platform. For example: The point I am trying to make here is that Contact Center solutions are in a really hot place right now: these platforms are really flexing some of the latest cutting-edge technologies, and will continue to push the boundary as we see new uses for AI and Automations emerge. RingCentral seems to have an end goal in mind here, but we’ll touch a bit more on that later. Despite predictions of no material financial impact, there could be a large impact on the market with a strong new focus being placed on the customer experience by a number of vendors. With the Connect First acquisition, the RingCentral Customer Engagement portfolio will include RingCentral Contact Center ™ for inbound communications and Workforce Optimization (WFO), RingCentral Engage ™ for digital customer engagement, and Connect First for outbound/blended customer interactions. Quite frankly, this was a really strong move made by RingCentral, a provider already proven to be in a great position. With the Connect First acquisition, the RingCentral Customer Engagement portfolio will include RingCentral Contact Center for inbound communications and Workforce Optimization, RingCentral Engage for digital customer engagement, and Connect First for outbound/blended customer interactions. architecture,” said Geoff Mina, founder and CEO, Connect First. First, a cloud-based outbound/blended customer engagement platform RingCentral, a leading provider of enterprise cloud communications and collaboration solutions, has announced today that it has entered into a definitive agreement to acquire Connect First, a cloud-based blended/outbound customer engagement platform for mid-sized and enterprise companies. Dimelo enables enterprises to manage all their digital customer interactions through a single platform. around the world. Acquiring Organization: RingCentral RingCentral, a global distributor of cloud-unified communications and collaboration solutions, offers its users with … easy integration. RingCentral, Inc., a leading provider of enterprise cloud communications and collaboration solutions, announced that it has entered into a definitive agreement to acquire Connect First, a cloud-based outbound/blended customer engagement platform for midsize and enterprise companies. With this latest introduction, RingCentral is adding a complete outbound and blended customer engagement capability to their solutions, further rounding out their Contact Center offerings. Agents that can work better can both provide better support, and provide more support. From their own description, Connect First serves over 500 clients worldwide, which can boast a 97% customer retention rate, including some really big and familiar names, for example: With the capabilities to serve organizations of all sizes, Connect First has a strong focus on both the SMB market as well as Enterprise contact centers, and even provides Business processing for some industry carriers. brings technology that has already been successfully deployed across Customer of Operations” in our most recent Form 10-Q for the quarter ended COMPARE. Customers dictate the demand and the market, and organizations should strive to meet their expectations, and deliver the best experience possible to ensure a pleasant experience for both parties involved. RingCentral, a leading provider of enterprise cloud communications and collaboration solutions, has announced today that it has entered into a definitive agreement to acquire Connect First, a cloud-based blended/outbound customer engagement platform for mid-sized and enterprise companies. But, of course, that doesn’t mean too much to too many. With the Connect First acquisition, the RingCentral Customer Engagement Of course, this was a really strong move by RingCentral, that almost goes without saying. for midsize and enterprise companies. Even ignoring my speculation of video, NewVoiceMedia introduces a large number of Contact Center capabilities, and Nexmo puts Vonage in a truly unique position to expand customer engagement capabilities and functionalities. However, I really feel that the bigger story here is the shift within the contact center market, and even the SaaS/UCaaS market as a whole, towards a strong focus on Customer Engagement. 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