Unified Communications Featured Article

RingCentral Wraps on Dimelo Acquisition

October 26, 2018

Customer engagement is critical. The quality of customer service is determined by a number of factors with technology being central to meeting these expectations. Selecting the appropriate contact center solution goes a long way to ensuring the many demands of the omnichannel era are met.  Providers are leveraging a number of avenues to create comprehensive offerings to support the mounting demands of the modern customer.

Cloud solution provider RingCentral completed the acquisition of digital customer engagement platform Dimelo. Terms of the deal have not been disclosed.

“Dimelo enables us to deliver on our vision to empower people to communicate and collaborate using any mode of choice,” said Vlad Shmunis, chairman, founder, and CEO, RingCentral. “Through our strategic acquisition of Dimelo, we are continuing to strengthen and deepen our product portfolio of next-generation customer engagement solutions to meet customers’ preferences for interacting with businesses using digital channels.”

Specifically speaking, the purchase will build on Dimelo’s growth momentum via the RingCentral global footprint and go-to-market capabilities, deliver agents a single interface to manage customer interactions thanks to Dimelo’s AI-based smart routing engine and empower RingCentral to deliver a robust end-to-end solution.

“While most companies have an adequate contact center solution in place to handle voice interactions, the same is not true for the ever-growing number of digital channels their customers want to use to communicate with them,” said Sheila McGee-Smith, president and principal analyst, McGee-Smith Analytics, LLC. “The Dimelo solution will allow companies to move from siloed email, web chat, social media interactions and messaging of today to an integrated, context-rich digital customer engagement platform.”

The cloud communications arena is chock full of movers and shakers. The choice is simple: build or buy. The only wrong answer is sitting on laurels.

What’s in your contact center?

Edited by Maurice Nagle