Likelihood to Recommend The way Technology is expanding, Elite can be utilized and integrated into any environment as long as it keeps pace with the merging needs. I strongly recommend that there needs to be more innovation within the product to bring it back to where it was in the past.
Read full review The ease of use and file retention/retrieval is key. The adjustment from an e-mail-focused workflow to the RingCentral Contact Center was easier with the organization. Recall and search features mimic Outlook and allow me to quickly find what I’m looking for. RingCentral Contact Center is not ideal for communication with external partners, so we still have to rely on Outlook e-mails for that.
Read full review Pros I think the reporting cause Elite does really good with reporting related to CMS and with the proper to-left knee programming. It performs well from a routing perspective. It will identify where the call needs to be routed to and it will cure it to that group pretty effectively. We've also found it to be relatively stable. You don't hear a lot of incidents about Call Center Elite going down. Sometimes it might be a database that might be having an issue or something else, but you never hear the call center has gone down or we can't route calls. You normally don't hear that. So it's been relatively stable. Read full review 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. Read full review Cons I do feel that their support definitely needs a room for improvement. There is not a lot and I say that as in from the technology support side of it is the support definitely needs to be a lot better and that's because if we're running into troubles or issues, there's not a lot of help outside of when we go to Avaya to help fix it. We get a little down a bumpy road trying to get that fixed. The last time I was here, I worked up there. Read full review I would like to be able to text from our main office line rather than only my office direct line, so I can keep my direct line private I wish it was easier for all users to be able to toggle between calls ringing at their desk phone and cell phone It would be nice if the process to add other team member's numbers to our desk phone screen was easier Read full review Likelihood to Renew We have no intention of renewing our contract with Ring Central. We have had multiple outages in the past 2 years. We have been without an account manager for the past 4 months and the resolution of open issues takes 2-3 months. We were being misbilled for cancelled services for almost 12 months. We are not satisfied with the quality, support, or price of the service
Read full review Usability Very easy to use.
Read full review RingCentral Contact Center is not just only an app or platform which allows the company to manage the telephone calls, messaging functions, social media and emails, but also allows advanced features like the possibility of easy integration with other industrial systems, and customer/call analysis functions as well. It also supports and included with AI technology as well into some extent.
Read full review Support Rating Avaya always has good partners for support.
Read full review 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
Read full review Implementation Rating As I recall it was not a very cumbersome implementation and we were up and running as promised
Read full review Alternatives Considered I've used a C Experience portal, Contact Center Elite for Avaya Symposium, and Symposium Express for other manufacturers. I've used the Cisco solution for the Cisco. I believe the Contact Center Elite is the easiest of all the products for the enterprise industry and it's got the best user feel to be able to integrate it into your phone system
Read full review RingCentral Contact Center's application is much more intuitive than Nextiva's application. It's also easier to configure. It also has a lot of functionality that Nextiva does not. For example, RingCentral will transcribe Voice mail messages for us, whereas Nextiva does not. RingCentral also sends us notifications when a customer sends us a text message, whereas Nextiva does not.
Read full review Return on Investment Once purchased and running, you don't need to worry about it for years. Support price is following the other companies. Price is good. When you need to upgrade it the cost can grow fast as most of the time you need to replace hardware. Read full review 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. Read full review ScreenShots