RingCentral the latest UCaaS vendor to acquire a cloud contact center
RingCentral is the latest UCaaS startup to push more heavily into the cloud contact center market with its acquisition of customer engagement vendor Dimelo.
RingCentral plans to acquire the cloud customer engagement platform Dimelo. The acquisition is the latest in a series of moves this year by cloud telephony vendors to add cloud contact center products to their portfolios.
Dimelo makes a cloud-based platform for managing digital customer communication channels, including SMS, email, social media messaging and chat apps, such as WeChat. The software has open APIs, so businesses can connect it to phone systems, customer relationship management software and chatbots.
The acquisition will give RingCentral direct sales lines to Dimelo's 160 customers, which include large enterprises such as Allianz, AXA, BNP Paribas, ENGIE, Orange and Telenor. Dimelo is also one of a handful of partners in the beta program of Apple Business Chat, a consumer-to-business messaging service native to iOS devices.
In its annual ranking of vendors, which was released this week, Gartner reaffirmed RingCentral's status as a leader of the fast-growing market for unified communications as a service (UCaaS). RingCentral had more UCaaS seats than any other vendor as of the second quarter of 2018, with 18% of the total, according to Synergy Research, based in Reno, Nev.
RingCentral did not disclose the financial terms of the Dimelo deal. But the company advised investors that the acquisition -- expected to close in the fourth quarter of 2018 -- would not significantly affect its balance sheet this year.
UCaaS vendors enter cloud contact center market
RingCentral's decision to buy Dimelo provides further proof that the markets for UC and contact center platforms are converging in the cloud, and it underscores the urgency for UCaaS vendors to enhance their cloud contact center offerings.
Most UCaaS vendors already make contact center platforms available to customers through partnerships with pure-play vendors, like Nice inContact. This year, UCaaS vendors have stepped up efforts to build out their portfolios.
Last month, UCaaS vendor Vonage acquired cloud contact center vendor NewVoiceMedia in a $350 million deal -- Vonage's largest buy to date. And earlier this year, 8x8 added the X Series contact center platform to its pure-cloud product line.
"Now that the cloud has made contact center alternatives real, it's kind of like a wild west," said Jon Arnold, principal of Toronto-based analysis firm J Arnold & Associates. "Anybody can do this. You don't need to have this 20- to 30-year pedigree of being a pure-play contact center player to be in the space."
By acquiring Dimelo and NewVoiceMedia, RingCentral and Vonage are trying to shore up future positions as second-tier contact center vendors behind market leaders like Avaya and Genesys, Arnold said.
"When you take these kinds of vendors off the table, like a NewVoiceMedia, that gives fewer opportunities for smaller up-and-coming cloud contact center [vendors] to do what Vonage and RingCentral are doing now," Arnold said.
Nearly 37% of companies in a recent Nemertes Research survey said they bought UC and contact center products from the same vendor, according to Robin Gareiss, president of the firm, which is based in Mokena, Ill.
"For UCaaS companies to have a complete portfolio that is competitive with other cloud providers, as well as on-premises providers, [digital customer engagement] needs to be part of the solution," Gareiss said. "The question is, will they need a full contact center platform in the future, or can they engage customers with new, AI-powered digital platforms?"
Source: searchunifiedcommunications
Industry news: unified communcation news
Latest Jobs
-
- CyberArk Architect
- London
- Upto £110,000 plus bonus and benefits
-
Are you ready to lead from the front and drive innovation in the Identity & Access Management (IAM) space? We’re looking for a seasoned CyberArk Architect who has CDE-CPC ideally or experience with privilege Cloud, someone who can lead with vision, execute with precision, and inspire teams to deliver excellence. As a key leader in our organisation, you’ll bring your strong business acumen and a technology-focused, innovative mindset to the table. You’ll be driving strategic initiatives, shaping transformation programs, and empowering teams to think big and deliver even bigger. Acting as a subject matter expert in CyberArk Leading strategic transformations in: Identity Governance Privileged Access Management (PAM) Access Management Customer Identity and Access Management (CIAM) Building and maintaining strong, collaborative relationships within the team Communicating clearly and confidently — both written and verbal — to deliver updates, raise potential issues, and share insights If you are interested in the above position we are looking for people with: deep expertise and a successful track record in IAM strategy, delivery, or assurance with CyberArk Hold relevant certifications such as CDE in Privileged Cloud or Guardian Have experience in a client-facing role (preferred, but not essential) Thrive in a hybrid working environment and are available to work from our or client London office three days a week Lead with clarity, communicate with impact, and adapt quickly to changing priorities
-
- OUTSIDE IR35 Splunk Engineer- SC Cleared.
- United Kingdom
- N/A
-
OUTSIDE IR35 Splunk Engineer- SC Cleared. You will be responsible for consolidating Splunk ES data from multiple feeds into a single pane of glass to enhance visibility and streamline security operations.
-
- Identity & Access Management Architect
- Edinburgh
- Upto £95000 plus bonus and benefits
-
Location: Edinburgh | Hybrid Working | Permanent Are you an experienced Identity & Access Management professional with a passion for designing and implementing cutting-edge security solutions? We are looking for a Lead Architect, where you’ll play a key role in helping clients enhance their IAM capabilities, protect critical data, and navigate complex security challenges. About the Role As a Lead Architect, you will be responsible for shaping and delivering IAM strategies, designing robust security solutions, and driving long-term digital transformation. You’ll leverage your expertise to provide strategic guidance on areas such as: Identity Governance & Administration (IGA) Privileged Access Management (PAM) Access Management (AM) Entitlement Management Directories & Authentication Solutions You will have the opportunity to work with innovative technologies and frameworks, ensuring that businesses can securely manage access to critical assets while enabling growth. What You’ll Be Doing Providing subject matter expertise in IAM and leading transformation projects for clients Developing IAM roadmaps, operating models, and governance frameworks Driving innovation by integrating IAM capabilities into wider digital transformation strategies Building and maintaining strong relationships with clients and stakeholders Designing and implementing scalable IAM solutions to meet business needs What We’re Looking For Proven experience in IAM strategy, solution architecture, or assurance Strong leadership skills with experience guiding technical teams Ability to work in a client-facing role, delivering clear communication and insights A technology-focused, innovative mindset with strong business acumen Willingness to work from our Edinburgh office 2-3 days per week
-
- Security Architect - Cloud - Consultancy London
- London
- N/A
-
Security Architect with a focus into Cloud (AWS, Azure or Google Cloud Platform) needed. You must have client facing consultancy experience. This mean you must have experience working with clients helping them to meet their security design needs. That could include working with existing internal teams to understand, review and mitigate / uplift existing Cloud Security designs, or perhaps helping clients set out / understand their current needs and deliver their cloud security strategy. (Or anything in between) Technical knowledge is of course essential but working with clients to understand and solve their Cloud Security design challenges is vital. You must obviously have a current history working as a cloud security architect. You will need to be commutable to London. Whilst a hybrid role the expectation is 3 days a week in the office / meeting clients. International relocation or Visa sponsorship isn’t available for this role. Apply on this page and arrange a call here https://calendly.com/d/crpz-m7j-wyx