Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.
$0
per profile/per month
RingCentral Contact Center
Score 8.6 out of 10
N/A
RingCentral Contact Center is an AI-first contact center offers a set of cloud-based software plans with basic features including support for inbound and outbound call centers and IVR and ACD capabilities. Advanced features include analytics, real-time call reporting, workforce optimization analytics, and omni-channel integration with SMS, email, and social media platforms.
With Amazon Connect we are able to merge with our own report tools. This has helped us to keep a better track of our reporting and segment it has much as we needed to. While it took us some time t complete the intergration, the Amazon Connect family was very helpful in having …
Features
Amazon Connect
RingCentral Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Amazon Connect
7.8
6 Ratings
8% below category average
RingCentral Contact Center
8.6
33 Ratings
2% above category average
Agent dashboard
9.06 Ratings
9.328 Ratings
Validate callers
8.56 Ratings
7.010 Ratings
Outbound response
7.56 Ratings
8.630 Ratings
Call forwarding
7.05 Ratings
8.829 Ratings
Click-to-call (CTC)
7.56 Ratings
9.319 Ratings
Warm transfer
8.05 Ratings
8.010 Ratings
Predictive dialing
5.04 Ratings
8.715 Ratings
Interactive voice response
7.06 Ratings
9.019 Ratings
REST APIs
9.04 Ratings
9.99 Ratings
Call scripts
8.05 Ratings
7.718 Ratings
Call tracking
9.05 Ratings
9.010 Ratings
Multichannel integration
7.06 Ratings
8.618 Ratings
CRM software integration
9.06 Ratings
7.718 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Our company is a startup that is just starting to get wholesale customers. When we realized our customers needed support using our products, we set up a Contact Center via Amazon Connect. It has been very useful in allowing us to scale up very quickly, and provide services to our company as if we were a large corporation.
Call quality is strong for both video and audio calls. I do not have issues with that. I like the user interface and find navigation very easy. RingCentral provides an AI integration for meeting summaries, transcriptions, and meeting notes, which we use heavily. The texting feature is also a great bonus.
Reliability: Our previous service was prone to outages, RingCentral Contact Center has been rock solid as long as we've used it.
Integration: Our IT team was able to build a custom RingCentral Contact Center dashboard on our website for our salespeople to manage inbound/ outbound calling. From there we were able to send call data directly into activities in our ERP (Acumatica).
Ease of use: It works well whether in the office or WFH (which many employees do regularly.
If we haven't used the contact center for support is because the service is so good that make us not need to use it very often. However, I guess our IT team has found some useful features on it for system implementation, automation, and updates that have helped them to keep providing us with the right support as needed.
It is reliable system. It has own IVR, Database(DynamoDB) Backend(Lambda) support of multi channel(email, chat & voice) Integration with some of the biggest CRM system
It's a really intuitive platform. All the buttons and sections are almost exactly where you would expect them to be. Navigating the platform is fairly easy, even for folks who have not used it before. I can usually just tell my colleagues to "go to the settings tab and you'll see the audio settings" and they are able to take it from there.
It was really straightforward to get our phone number ported over and start using the platform. The agent walked us through the steps and we were able to configure everything ourselves. Much easier to setup than some of the other platforms
Amazon Connect has lots of free training available for partners and in general. So many demos are available to practice. It's free to test and gain more confidence before deploying in real world scenarios. You can use other AWS features to be integrated with Amazon cloud. Features like lense is amazing
All of them are good choices, but if you're looking for something where all of these are included, it must needs be RingCentral Contact Center, All in one communication tool, don't worry about communication outages, RingCentral Contact Center updates in out of office schedules, if you're looking for "The Experience" RingCentral is the best choice.
With RingCentral Contact Center we were able to connect with our customers. The feature that allows the call to be sent to the first available rep ensured that this happened.
Also, my favorite feature is the call recording and transcription feature. This allowed me to get the customer's emails without asking them to repeat if I missed them the first time. Hence, happier customers and more meetings.
RingCentral Contact Center also made it very easy to set up a mailbox for customers to leave messages and reassure them that they've connected with the right person.
