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
-
- Azure Identity Consultant
- Netherlands
- discussed on applications
-
Are you a cybersecurity expert passionate about identity and access management? We are seeking a talented IAM Technical Specialist to join our Sec Ops team. In this role, you will play a pivotal part in developing and maintaining our IAM infrastructure, ensuring the highest levels of security and compliance. What you'll do: Design, implement, and maintain IAM solutions for both on-premise and cloud environments. Collaborate with cross-functional teams to integrate IAM systems into various applications and processes. Conduct security assessments and risk analysis to identify and mitigate vulnerabilities. Stay up-to-date with the latest IAM technologies and industry best practices. What we're looking for: Experience: experience as a technical specialist with expertise in AD management. IGA concepts: Experience with Identity Governance and Administration (IGA) concepts such as RBAC, PAM, SIEM, SSO, segregation of duties (SoD), data classification, and recertification. Azure Identity Management: Minimum 2 years of demonstrable experience with Azure identity management, specifically within complex organizations. IT knowledge: Good general knowledge of IT environments such as Active Directory, Azure Cloud, Office 365, SharePoint Online, etc. Protocol knowledge: Familiar with SAML, OIDC, OAuth, and SCIM. Programming languages: Minimum 3 years of experience with development languages such as PowerShell; knowledge of Java or C# is a plus.
-
- Cloud Architect- German Speaker
- Hungary
- Upto €48000 per year + bonus + benefits
-
As a Senior Pre-Sales Solutions Architect, you will play a pivotal role in driving our sales success by translating complex technical solutions into compelling proposals that resonate with our clients. You will collaborate closely with our sales teams to understand customer needs, design tailored solutions, and negotiate successful deals. Responsibilities: Solution Design: Develop comprehensive technical solutions that align with customer business objectives and industry best practices. Proposal Development: Create compelling proposals, including requirements gathering questionnaires, presentation materials, and Statements of Work (SOWs). Customer Engagement: Build strong relationships with clients, understanding their technical, business, and commercial requirements. Collaboration: Work closely with sales teams, delivery teams, and third-party partners to ensure successful project execution. Pricing Strategy: Define and deliver pricing strategies that align with customer needs and company objectives. Requirements: Experience in technical pre-sales or sales support roles. Proven track record in designing and delivering successful customer solutions. Strong technical foundation in areas such as VMware, Azure, AWS, cloud computing, and data center technologies. Excellent understanding of sales principles, account management, and negotiation techniques. Ability to explain complex technical concepts clearly and concisely. Experience working in international teams and supporting clients across multiple regions. Fluency in German and English is essential. Benefits: Competitive salary and benefits package Opportunity to work on challenging and rewarding projects Collaborative and supportive work environment Potential for career growth and advancement Please note that this role is focused on supporting German clients, but will also involve global client support as needed.
-
- Microsoft Sentinel Architect
- United Kingdom
- discussed on applications
-
Microsoft Sentinel Architect We're seeking a talented and experienced Microsoft Sentinel Architect to be responsible for the design, deploy of a new Sentinel solution into an expanding Services business. As a key member of our team, you'll play a vital role in driving security operations and protecting clients' assets. Responsibilities: Solution Design: Develop comprehensive Microsoft Sentinel architectures aligned with our clients' specific needs and industry best practices. Deployment and Configuration: Oversee the deployment and configuration of Sentinel components, including data connectors, analytics rules, and playbooks. Integration: Integrate Sentinel with other security tools and platforms within our MSSP ecosystem. Tuning and Optimization: Continuously monitor and optimize Sentinel performance to ensure maximum effectiveness and efficiency. Training and Mentoring: Mentor junior team members and provide training on Sentinel technologies and best practices. Required Skills and Experience: Proven experience as a Microsoft Sentinel Architect with a deep understanding of its capabilities and limitations. Strong technical skills in Azure, security operations, and data analytics. Experience designing and implementing complex security solutions, into a services environment Knowledge of threat intelligence, incident response, and compliance frameworks. Excellent communication and problem-solving skills.
-
- Network & Security Consultant
- Romania
- €54000 plus benefits
-
Senior Network & Security Engineer to join a Managed Network & Security Team in Europe. In this critical role, you will: Play a pivotal role in managing and securing network infrastructure across datacenters, customer connections, and on-premise deployments. Proactively monitor network and security devices, analyse incidents, and implement solutions to ensure optimal performance and security. Collaborate with colleagues and customers to troubleshoot issues, troubleshoot outages, and implement effective resolutions. Lead and participate in network system installations for new facilities and expansions. Develop and maintain network infrastructure procedures, recommend technical strategies, and propose improvements to enhance network capabilities. Stay up-to-date on the latest network and security technologies and trends. Work as part of a collaborative international team, contributing to team presentations and knowledge sharing. To be successful, you'll need: Proven expertise in Cisco network solutions (CCNP R&S/Sec/Wireless preferred) for both BAU and project work. In-depth knowledge of network security principles and experience with Fortinet firewalls. Experience deploying and managing large, complex network infrastructure (routing, switching, wireless, security). Solid understanding of ITIL v3 framework for incident, change, and problem management. Excellent troubleshooting skills with experience using Wireshark or similar protocol analysers. Strong communication and teamwork skills, with the ability to work independently and collaborate effectively.