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
-
- Cyber Security Technical Presales Consultant | UK | Managed Services SOC / Pentesting etc
- England
- N/A
-
Experienced Technical Pre Sales Cybersecurity Consultant to support organisations across the UK. This role focuses on delivering advisory, high level solution design, and security uplift services that improve security outcomes, address operational challenges, and enable informed technology decisions within complex and regulated environments. The position blends technical pre sales expertise with a consultative approach, working closely with technical, operational, and commercial stakeholders to shape effective and scalable cybersecurity solutions such as Managed Services SOC / Pentesting etc The individual must be able to achieve UK Security Clearance. Key Responsibilities Provide technical pre sales support across cybersecurity solutions and services for organisations operating across multiple industry sectors Engage stakeholders to understand security challenges, risks, compliance requirements, and operational pain points Deliver advisory guidance and recommendations to strengthen security posture and organisational resilience Translate customer requirements into clear, outcome focused technical and commercial solution designs Act as a trusted technical advisor throughout the sales and early delivery lifecycle Produce clear technical documentation, recommendations, and customer facing materials suitable for regulated environments Collaborate closely with sales, delivery, and technical teams to align solutions with customer needs Experience and Skills Proven experience in technical pre sales or cybersecurity consultancy Experience working across multiple industries, ideally within regulated or complex environments Broad knowledge of cybersecurity technologies, managed services, and risk based approaches Strong communication skills with the ability to engage both technical and non technical stakeholders Confident operating in a client facing, consultative role UK based role with remote working Occasional travel for customer engagement as required
-
- Cyber Security Technical Presales Consultant | UK | Managed Services SOC / Pentesting etc
- England
- N/A
-
Experienced Technical Pre Sales Cybersecurity Consultant to support organisations across the UK. This role focuses on delivering advisory, high level solution design, and security uplift services that improve security outcomes, address operational challenges, and enable informed technology decisions within complex and regulated environments. The position blends technical pre sales expertise with a consultative approach, working closely with technical, operational, and commercial stakeholders to shape effective and scalable cybersecurity solutions such as Managed Services SOC / Pentesting etc The individual must be able to achieve UK Security Clearance. Key Responsibilities Provide technical pre sales support across cybersecurity solutions and services for organisations operating across multiple industry sectors Engage stakeholders to understand security challenges, risks, compliance requirements, and operational pain points Deliver advisory guidance and recommendations to strengthen security posture and organisational resilience Translate customer requirements into clear, outcome focused technical and commercial solution designs Act as a trusted technical advisor throughout the sales and early delivery lifecycle Produce clear technical documentation, recommendations, and customer facing materials suitable for regulated environments Collaborate closely with sales, delivery, and technical teams to align solutions with customer needs Experience and Skills Proven experience in technical pre sales or cybersecurity consultancy Experience working across multiple industries, ideally within regulated or complex environments Broad knowledge of cybersecurity technologies, managed services, and risk based approaches Strong communication skills with the ability to engage both technical and non technical stakeholders Confident operating in a client facing, consultative role UK based role with remote working Occasional travel for customer engagement as required
-
- New Business Sales lead | UK - Cyber Security | New Logo sales
- United Kingdom
- Uncapped OTE
-
New Business Sales lead | UK - Cyber Security | New Logo sales UK Remote An established EMEA technology organisation is hiring a senior New Business Sales lead to take ownership of UK growth. An opportunity built for someone ready to take advantage of competitors who have taken their eye off the ball and turn that into sustained market share. This role is for someone proven. A self-starter who does not need micromanagement, knows how to win market share, and wants the backing of a larger business while building success their own way. You will lead and shape new logo acquisition, define and execute go-to-market strategy with regional leadership, and drive growth across cybersecurity, digital transformation, Microsoft modernisation etc. This is a new business sales role, with budget and full sales lifecycle responsibility. The goal being to build a wider a sales function beneath you as revenue scales. Experience across Financial services, manufacturing, industrial etc helpful. UK-based, remote-first, client-facing when needed. Competitive base salary with uncapped earnings.
-
- Business Development | Healthcare | Warm accounts | UK
- England
- N/A
-
Business Development | Healthcare | Warm accounts | UK Healthcare Cyber Security UK Based An experienced Business Development Manager is required to drive new cyber security revenue across a warm healthcare account base. This role is focused on new business and account growth, engaging healthcare organisations to understand risk, priorities, and operational challenges, and positioning appropriate cyber security solutions and services. Key Responsibilities Drive new business sales into a warm healthcare account base Develop and close new opportunities across healthcare organisations Build senior level relationships with IT, security, and procurement stakeholders Own the full sales lifecycle from first conversation through to close Work closely with technical pre sales and delivery teams Experience Required Proven B2B new business sales experience within cyber security or technology Healthcare sector experience desirable Strong consultative sales and closing capability Ability to achieve UK Security Clearance is required UK based with flexibility to travel What’s on Offer Warm accounts with new business focus Clear revenue ownership Competitive base salary with uncapped commission