Amberscript vs. RingCentral Contact Center

Amberscript is great for transcribing individual audio (or video) files that reside on your computer. The ability to view and edit the text of the text file (to correct or remove data that you don't want to be shared) before the output is a great option. I feel it may be limited in the ability to transcribe live audio records such as phone calls or meetings, where we would find it very useful to have immediate access to a transcript (for coaching or sharing purposes). I feel the needs are more designed as a solution for pre-existing audio/video files versus working in real-time.

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The contact center is well suited if you have more than 30+ agents supporting multiple products in your environment. It's excellent, when built out, at routing calls to the appropiate persons. Also, it's good at adding marketting or announcements with the call scripts to deliver messags to clients while they are navagating the phone tree

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• Automated Speech to text transcribing
• Video and Audio file to text data file conversion

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• 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.

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• There does not appear to be a way to transcribe live audio (such as a live meeting or live phone call)

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• It is difficult for the individual employee to view their call history and search for a phone number from a previous incoming call.
• After a long period of availability the login does time out, but it does not alert the user anywhere other than on that web page, so employees are frequently logged out just because of two hours of availability.
• When a call is missed, the next available employee has their system immediately start dialing the missed call upon setting themselves to available. It would be best if this was a prompt so they are not taken by surprise with an automatic outbound dialing the moment they are available again.

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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.

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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.

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We honestly did not need much support but whatever we wanted was resolved via email and that experience was nice but took a bit of time

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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

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I feel that Amazon Transcribe was much more feature-rich, allowing for a much more real-time solution, whereas Amberscript is great for transcribing existing call recordings (or video files) to a rich text file. Amazon Transcribe will do both, while Amberscript only does the latter. For our business, this was a significant feature loss for Amberscript.

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Independently Invited by TrustRadius

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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.

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• Having an automated speech-to-text conversion allows us to reduce human hours, which would normally take notes or have to review long audio files.
• Being able to transcribe multiple call recordings into a searchable text format allows for coaching of issues in a much more efficient format than an audio recording.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Real-time and historical call analytics save me lots of time and provide fantastic value for keeping me on track.
• Power dialing and smart routing save us time and provide value by automating some of that for us.
• The features of live chat and instant messaging are a strong value for communicating efficiently and effectively with our customers.

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info