July 24, 2026 • 4 min read
RingCentral Announces NiCE Will Resell RingEX, Restructures Avaya Partnership
Director of Content & Market Research
July 24, 2026
RingCentral has announced significant updates to its partnerships with NiCE and Avaya.
Starting with the former, NICE will now market and sell RingEX, RingCentral’s UCaaS solution, alongside CXone.
As a result, the contact center technology stalwart will go-to-market with industry-leading CCaaS and UCaaS platforms, per the latest Gartner Magic Quadrant studies.
Yet, these solutions won’t be siloed. Scott Russell, CEO of NiCE, promises a close integration.
“We're bringing together two recognized industry leaders so organizations gain the full strength of both: elite employee communications and an enterprise-grade CX platform, deeply integrated and ready to scale with AI.”
As Russell suggests, the integration brings several potential advantages.
For starters, organizations may route customer conversations from CXone to RingEX for back-office support. Meanwhile, contact centers can set up channels that let reps pull in colleagues elsewhere in the business for real-time assistance.
Additionally, companies may soon be able to analyze the conversations employees have around customer interactions, capturing context that would otherwise be lost.
Meanwhile, RingCentral will continue to sell RingCentral Contact Center, a white-labeled version of CXone integrated with its RingEX product, alongside its proprietary CCaaS solution, RingCX.
Vlad Shmunis, Founder, Chairman, and CEO, RingCentral, was clear on how the two are positioned: RingCX targets the midmarket, while RingCentral Contact Center remains its primary enterprise platform.
“We have some very large customers on RingCX, but I would say they’re still more of an aberration,” he said during RingCentral’s latest earnings call.
“If you need deep custom routing, if you need very deep human-facing analytics, CXone is an industry leader. There is a reason for that.”
“This is just a great testament to the fact that [NICE] is now also seeing that UCaaS and CCaaS are stronger together, not just in the mid-market, but also in the enterprise.”
The initial release of RingCX in 2024, followed by NICE's launch of 1CX, a lightweight UCaaS solution, fueled industry-wide speculation about the future of the two companies' partnership.
However, NICE never went all-in on 1CX. It's mainly there as an option for companies that want to route contacts to back-office users who handle occasional queries, without paying full price for an additional CXone license. It's not an enterprise-grade UCaaS offering.
This latest announcement should put any lingering discourse about the NICE-RingCentral relationship to rest.
RingCentral to Onboard Avaya Cloud Office Customers
The changes to the Avaya partnership center on Avaya Cloud Office (ACO), the company’s UCaaS solution, built in partnership with RingCentral.
Now, RingCentral will transition all existing ACO customers and partners to the RingCentral platform and brand directly.
Shmunis shared the news during an earnings call, describing it as a “win-win” for his company and Avaya.
“We look forward to continuing to serve the ACO community under the RingCentral brand and working with them directly.”
The deal is likely part of Avaya’s continued efforts to rightsize its portfolio, reorienting its business around its enterprise-focused Infinity, Nexus, and Aura products.
Yet, the move is especially notable given ACO’s market penetration. Earlier this decade, 420,000 businesses leveraged the solution, according to Avaya partner Cytrack.io.
While that number may have dropped off since, RingCentral opens up an opportunity to partner more closely with many SMBs and midmarket companies worldwide.
More News from RingCentral’s Earnings Call
RingCentral notched another steady quarter of growth, with total revenue up 5.9% year-over-year (YoY) to approximately $657 million.
A continued driver of that growth is the success of its AI Receptionist (AIR), which essentially acts as the agentic front door to the business.
It answers simple customer questions, and for more complex queries, routes them across the business to employees using RingCX, RingEX, or other communications tools.
The product now has 16,000 paying customers, up 400% YoY.
RingCentral’s Customer Engagement Bundle (CEB) is another product with momentum. It embeds customer communications tools into RingEX, so employees around the business can engage with customers.
Moreover, it offers queue management, reporting, and a shared SMS inbox, essentially enabling SMBs to set up a lite contact center.
CEB now serves 9,600 customers, up 80% sequentially.
Elsewhere, RingCentral secured a big win for RingCX, selling the solution into one of the UK’s largest electricity and gas brokers.
Meanwhile, PWC, one of the global Big Four consulting firms, implemented RingEX.
Finally, RingCentral announced a collaboration project with OpenAI, where employees across all functions, not just engineers, used ChatGPT Work and Codex to build software projects, completing more than 2,500 projects in under 30 days.
The project aimed to inspire product development and broaden software creation across the organization, turning ideas into working products faster.