RingCentral Contact Center vs. Zoom Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
RingCentral Contact Center
Score 7.9 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.N/A
Zoom Contact Center
Score 8.9 out of 10
N/A
Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized customer experiences that drive loyalty. It includes intelligent self-service and routing, a unified communications and contact center, and video optimized high-touch engagements.
$69
per month per user
Pricing
RingCentral Contact CenterZoom Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
RingCentral Contact CenterZoom Contact Center
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
RingCentral Contact CenterZoom Contact Center
Considered Both Products
RingCentral Contact Center

No answer on this topic

Zoom Contact Center
Chose Zoom Contact Center
There are options and ways to get to specific feature sets that are similar to what Zoom can offer.

Many of the Zoom included features are add-ons for the RingCentral offering. So cost goes up and can also be an add-on difficulties/deployment costs as well. When we reviewed the …
Chose Zoom Contact Center
When we did a head to head comparison between the two products we felt that Zoom stacked better in price, performance and ease of use. We did trial both products and determined that the users liked the Zoom interface better.
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
RingCentral Contact CenterZoom Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
RingCentral Contact Center
8.1
22 Ratings
3% below category average
Zoom Contact Center
7.6
11 Ratings
9% below category average
Agent dashboard8.318 Ratings7.711 Ratings
Validate callers7.010 Ratings7.28 Ratings
Outbound response8.819 Ratings7.98 Ratings
Call forwarding9.120 Ratings7.07 Ratings
Click-to-call (CTC)8.711 Ratings7.96 Ratings
Warm transfer8.010 Ratings8.411 Ratings
Predictive dialing8.97 Ratings7.46 Ratings
Interactive voice response8.510 Ratings8.39 Ratings
REST APIs8.27 Ratings7.17 Ratings
Call scripts8.613 Ratings7.38 Ratings
Call tracking9.010 Ratings7.411 Ratings
Multichannel integration6.311 Ratings8.310 Ratings
CRM software integration6.210 Ratings6.86 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
RingCentral Contact Center
7.4
21 Ratings
10% below category average
Zoom Contact Center
7.9
10 Ratings
4% below category average
Inbound call routing8.819 Ratings8.510 Ratings
Omnichannel inbound routing7.811 Ratings8.08 Ratings
Recording8.919 Ratings8.69 Ratings
Quality management8.117 Ratings8.09 Ratings
Call analytics8.018 Ratings7.610 Ratings
Historical reporting7.018 Ratings7.410 Ratings
Live reporting8.116 Ratings7.410 Ratings
Customer surveys6.79 Ratings8.26 Ratings
Customer interaction analytics3.66 Ratings7.17 Ratings
Best Alternatives
RingCentral Contact CenterZoom Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
RingCentral Contact CenterZoom Contact Center
Likelihood to Recommend
8.8
(22 ratings)
8.6
(19 ratings)
Likelihood to Renew
6.6
(4 ratings)
-
(0 ratings)
Usability
8.7
(3 ratings)
-
(0 ratings)
Support Rating
5.5
(3 ratings)
-
(0 ratings)
Implementation Rating
9.0
(1 ratings)
-
(0 ratings)
User Testimonials
RingCentral Contact CenterZoom Contact Center
Likelihood to Recommend
RingCentral
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.
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Zoom
Perfect for companies that have agents all over the place, e.g., different offices or WFH. Also good for companies that aren't big enough to have a "phone guy" as this platform allows IT to do the phone work as it doesn't require esoteric knowledge like other phone systems.
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Pros
RingCentral
  • 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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Zoom
  • Fairly simple GUI designer tool to define the Contact Flows. There are only a few elements, but they aren't many Design Widgets types, but just enough to get you started to the majority to the use cases you might encounter. There are plenty of opportunities to improve and enhance, but considering how "young" the product is, I think Zoom did a good job to provide a good Contact Center solution for the entry-to-medium level customers/users without needing to have a dedicated Contact Center resident expert to take care of the solution.
  • The way the Queues are define, embeds in a fairly simple matter many of Call Handlings Contact Flows design like Timers, Overflow handling, Callback keeping the position in the Queue handling, etc. These things are defined directly into the queue so you don't have to build the logic for it into the Contact Flow design itself. That includes in many cases prompt handling and timers.
  • Their Low-Code/No-Code motto comes handy when it comes to embed Chat Engagement Channels into Web Pages, where embedding a simple "iframe little piece of XML definition to call a JavaScript Applet" into a Web Page is all that is needed.
  • Having the "Contact Center App" just embedded into the Existing Zoom Client App is another plus I see: Agents that are force to wear "multiple hats" handling regular phone calls and Contact Center calls, don't have to waste time switching apps, other than the productivity ones so it is one less App the Agents and Supervisor need to worry about.
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Cons
RingCentral
  • 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
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Zoom
  • The Teams dashboard for monitoring agents needs some customization options.
  • Friendly names, I would like to be able to name a number and when it rings you can see the name of the number.
  • Point flows at flows would be nice, instead of flows to queues only.
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Likelihood to Renew
RingCentral
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
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Zoom
No answers on this topic
Usability
RingCentral
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.
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Zoom
No answers on this topic
Support Rating
RingCentral
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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Zoom
No answers on this topic
Implementation Rating
RingCentral
As I recall it was not a very cumbersome implementation and we were up and running as promised
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Zoom
No answers on this topic
Alternatives Considered
RingCentral
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.
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Zoom
There are options and ways to get to specific feature sets that are similar to what Zoom can offer. Many of the Zoom included features are add-ons for the RingCentral offering. So cost goes up and can also be an add-on difficulties/deployment costs as well. When we reviewed the features needed and the cost comparison, Zoom was less than half the cost with many of the features baked in as opposed to add-ons
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Return on Investment
RingCentral
  • 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.
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Zoom
  • We migrated away from a telephony system that was antiquated and almost unusable for what we wanted to do, so Zoom has been a huge improvement for us!
  • We're continuing to roll out new channels of contact for customers -- Calls, chat, video, email, etc.
  • We're still getting our sea legs from a reporting perspective, and that could always be better, but so far the biggest improvement was for our staff actually using the software. They really enjoy the simplicity and robustness of the software.
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ScreenShots

Zoom Contact Center Screenshots

Screenshot of the video-optimized CCaaSScreenshot of the Zoom Workspace video room experienceScreenshot of the analytics used to optimize contact center performance