Include:
Tech
Cybersecurity
Business Strategy
Channel Insights
Stay Connected
Acer America
Acer America Corp. is a computer manufacturer of business and consumer PCs, notebooks, ultrabooks, projectors, servers, and storage products.

Location

333 West San Carlos Street
San Jose, California 95110
United States

WWW: acer.com

ChannelPro Network Awards

hello 2
hello 3

Press Releases

January 18, 2019 |

RingCentral Announces Definitive Agreement to Acquire Connect First to Expand its Customer Engagement Portfolio

Acquisition adds outbound/blended capabilities for comprehensive customer engagement

RingCentral, Inc., (NYSE: RNG), a leading provider of enterprise cloud communications and collaboration solutions, announced that it has entered into a definitive agreement to acquire†Connect First, a cloud-based outbound/blended customer engagement platform for midsize and enterprise companies. Connect First’s platform is deployed by customers such as the ASPCA, Carnival Cruise Line, Party City, PBS, United Way, and Business Process Outsourcers (BPOs) for large service providers such as Charter Cable, Comcast, and SiriusXM.

With the Connect First acquisition, the RingCentral Customer Engagement portfolio will include†RingCentral Contact Center†for inbound communications and Workforce Optimization (WFO),†RingCentral Engage†for digital customer engagement, and†Connect First†for outbound/blended customer interactions.

“Maximizing agent productivity in today’s rapidly changing customer service environment is becoming increasingly challenging. Customer service organizations need to seamlessly blend outbound calling activity with customer callbacks and communications over digital channels,” said Jim Dvorkin, senior vice president, Customer Engagement, RingCentral. “The acquisition of Connect First complements our current Customer Engagement portfolio and will provide transformative and differentiated customer experiences. We’re excited to welcome the Connect First team to RingCentral.”

The Connect First cloud-native platform is built from the ground up on a microservices architecture that is highly scalable and reliable and runs on Amazon Web Services (AWS). All of Connect First’s capabilities are available through web-based APIs that enable rapid innovation and easy integration.

“At Connect First, we’ve been focused on building an innovative outbound/blended customer engagement platform with state-of-the-art architecture,” said Geoff Mina, founder and CEO, Connect First. “This acquisition validates our technology leadership, and we’re confident that by joining forces with RingCentral we will broaden our market reach and scale to deploy our platform to enterprises worldwide.”

The Connect First platform provides key features that improve the outbound/blended customer experience and responsiveness of agents. These include:

Outbound/blended

  • Preview, progressive, and predictive outbound modes to maximize the effectiveness of agents
  • Telephony Consumer Protection Act (TCPA) tools to manage compliance rules and regulations
  • Dynamic Agent Scripting to guide agent interactions with customers
  • Call blending for managing outbound and inbound interactions to deliver optimal agent productivity
  • WebRTC-based agent desktop for flexibility and ease of management
  • Real-time and historical reporting and analytics for managers and supervisors
  • Open APIs for easy integration with third-party applications

Cloud native architecture

  • Microservices architecture running on AWS
  • Fully redundant platform for high availability
  • Proven deployments of multiple thousands of agents per customer

“As RingCentral continues to be chosen by larger businesses, the need to support outbound customer interactions and campaign management has increased,” said Sheila McGee-Smith, President of McGee-Smith Analytics. “With its born-in-the-cloud microservices architecture, Connect First brings technology that has already been successfully deployed across midsize and enterprise organizations and will complement RingCentral’s existing portfolio.”

The terms of the transaction were not disclosed. The acquisition is expected to close in Q1, 2019, and is estimated to have no material financial impact for the year ending December 31, 2019.


Editor’s Choice

Midwest MSPs Treated to Personal Stories, Compelling Demos, and More at ChannelPro LIVE: Columbus Show

June 7, 2024 |

Ohio technology professionals joined ChannelPro to share business best practices at the area’s first-of-its-kind event.

Asigra Makes a Splash with New SaaS App Data Backup Platform

June 3, 2024 |

Asigra’s new SaaSAssure platform offers MSPs comprehensive, secure, and easy-to-use backup solutions for SaaS apps, addressing a critical market need and providing an unparalleled opportunity for revenue.

Peer to Peer: John Kampas on Why EMPIST Thrives — Plus, 1 Mistake Too Many MSPs Make

May 31, 2024 | John Kampas

How prioritizing customer protection and technological empowerment helped EMPIST evolve into a “managed technology provider” with an international presence.

MSPs React to Comprehensive, Aggressively Priced Kaseya 365

May 1, 2024 |

Hear from MSP peers on the launch of the new Kaseya 365 program — designed to provide a crucial package of tech services at an affordable monthly price.


Related News

Growing the MSP

Explore ChannelPro

Events

Reach Our Audience