Likelihood to Recommend As mentioned earlier, it works well for our attendance line situation. It allows our users to call directly to the people who care whether they come to work or not. We also find it works really well for our IT support line. It allows us to have multiple phones ring when a call comes in so a technician can pick it up.
Read full review Zoom Phone is great for remote work. It's pretty user friendly. You can easily transfer calls to those who have Zoom extensions programmed into the address book. Obviously, this would apply to most tech nowadays, but call quality can suffer during bad weather.
Read full review Pros Implementation for new clients. Support The software and app are very intuitive and user-friendly, so it's easy to get started and get going on their system. They made it very easy for me to import all our client contact information and team members as users. Their online help menu is very good. Read full review Transcribes voicemails. Great for those verbose folks that leave long voicemails. Loud and clear volume quality! Great in a busy office with lots of people talking. Easy to keep track of who has called me. Has Caller ID which is helpful. Read full review Cons Pricing for SMB space is high compared to other solutions Still lagging behind 8x8 with desk phone support and integrations UI for managing Limited Extensions is significantly more cumbersome than user extensions Video meeting software still lags behind industry leaders (such as Zoom and MS Teams) No licensing option for Common Area Phones with routing features Read full review Voicemail handling for queues and groups can't have their own shared voicemail box. They recently starting limiting how many greetings you can have per user, so you have to do some annoying workarounds by setting up additional users to accomplish it when you have a number of ACD. Does not yet support texting. I wish they had built in text to speech to quickly build new greetings or phone tree options when needed. You can't just assign a phone number to a call queue or group. You have to use a specific user. Fortunately, the cost is reasonable per user so its not a big problem, but annoying none-the-less. The Salesforce integration could be better, I hope they improve it. For example, voicemails and call logs don't show up in the native lightning case feed, but as tasks. When callers call, I wish it would pop up how they called and what tree they went through. So we could see what number they called into and perhaps what menu options they used. I'd love to be able to ask them questions to gather info for reps answering phones when appropriate. Read full review Likelihood to Renew We are grandfathered into our unlimited toll-free minutes plan. We are very unlikely to switch because of that. It has been the major factor saving us a lot of money compared to switching to other solutions. I don't know any other company that still offers these unlimited plans.
Read full review Integrated into our network. System wide access. Staff are comfortable with the product
Read full review Usability They were working on updating a few of the modules while we were going live, so this made usability difficult to train on once they did go live with those changes. Now that the changes are in place, we have really enjoyed the usability of the platform
Read full review Zoom Phone has a very sleek design which makes it very easy to operate and use both in the setting up of and interacting in a meeting space. That being said, certain features can seem a bit crowded while trying to screen share or display video which somewhat defeats the purpose of the application as compared to a standard conference call.
Read full review Reliability and Availability We haven't had any issues using the system compared to the Mitel solution we previously used. People would always complain about the old system and not use mobile applications. Since migrating over from Mitel then, most people are now using mobile applications, and some have even turned in their physical phones and utilized the softphone.
Read full review Performance Occasional bandwith issues. In addition to this, I have one individual whose calls are blocked. We were not able to determine whether this was a RingCentral or a carrier issue.
Read full review Support Rating I have called RingCentral MVP a few times for assistance in setting up call handling or implementing changes in our call handling structure. The wait time to speak with an agent is usually minimal and the ones I have spoken to are excellent at walking me thru what changes I am trying to make as well as ensuring I understand what is being done so I can handle it myself next time if the need arises.
Read full review Support have been great during the time for implementing Zoom Phones to our team of 50 people. There were times where they kept supporting us through links but more and more we had actual people getting back to us via emails so we are very happy overall. The product is so great, too.
Read full review In-Person Training I really didn't know all the capabilities
Read full review Implementation Rating If someone has an existing system I tell them to keep that running initially and keep RingCentral separate initially until the system is configured and tested to one's satisfaction. After testing and configuration is completed, then roll over the main phone numbers to the new RingCentral system. I've seen one person who immediately flipped over to RingCentral without properly configuring/testing the software and had many issues with missed customer calls until I helped him sort out his configuration
Read full review Alternatives Considered Ring Central is very user friendly, training and support are easily accessible from the desktop application. It's easier to customize your user experience. Mitel is discontinuing cloud-based systems and partnered with RingCentral, we had actually looked at RingCentral before we chose Mitel
Read full review The big draw for us to Zoom Phone is that they shook up the market. They entered the phone market by taking their overwhelming success in video conferencing, and bringing that innovation and skill to designing a game changing phone system. There is really not much difference among the other systems, except maybe their interface. They're a dime a dozen. Zoom does things differently, focusing in on the needs of the end users, and delivers a solid system that is worry free for I.T. departments
Read full review Contract Terms and Pricing Model not to sign up for it or give them any money for a product that does not work
Read full review Scalability There is a browser version which allows the product to be used by almost anyone.
Read full review Return on Investment The transcript of calls has been a game changer. It has helped save time when getting back to a vendor or client because their wants/needs are right in front of you. This eliminates the need for lengthy calls, thus saving time. Read full review We're better able to work together as a team answering phones multiple people can be logged in to answer at the same time. The voicemail transcription feature helps with sharing messages to different departments. Overall, we're able to answer more calls and have fewer callers being sent to voicemail. Read full review ScreenShots