RingCentral Contact Center

Score8.7 out of 10

119 Reviews and Ratings

What is RingCentral Contact Center?

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.

Categories & Use Cases

REST APIs
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
Category average: 8.3
Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Category average: 8.9
Customer surveys
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Category average: 8.3

Call scripts
Providing agents with a predefined conversation script.
Category average: 8.4
Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8
Validate callers
Authenticates inbound callers with a customer ID.
Category average: 8.6

Most Frequent Users

Top 3 industries using RingCentral Contact Center.

Based on HG Insights installation data

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#1 most frequent

Finance and Insurance

17.0%

9 installations of 53

#2 most frequent

Professional, Scientific, and Technical Services

11.3%

6 installations of 53

#3 most frequent

Health Care and Social Assistance

9.4%

5 installations of 53

Pros

Intuitive setup and user-friendliness
Reliable call quality and stable connections
Flexible call routing and queue management

Cons

Limitations in reporting and analytics
Challenges with user interface navigation
Specific issues related to fax management

Anoop Singh

Senior Engineer in Information Technology at Bounteous Accolite (5001-10,000 employees)

Use Cases and Deployment Scope

What I like the most about RingCentral Contact Center is agents can handle phone call,jump to chat and answer an email all from same screen without the need of logging into different systems.This reduces a lot of time which can be used for other purposes resulting in increase of productivity.

Pros

IVR call routing setup is very flexible
call quality is very good resulting in very few dropped calls and very less audio issues
Omnichannel setup is best which reduces a lot of time

Cons

Reporting is not great where we are struck exporting to excel and manually doing the analysis
The admin portal needs a work due to too many settings leading to confusion
Time taken to onboarding is also very long and exausting

Return on Investment

ASA improved a lot due to better call handling with very less issues
MTTR and production improved as well
Quality got better and quality team were able to listen calls without issues

Alternatives Considered

Zoom Contact Center

Other Software Used

Zoom Contact Center, Microsoft 365 Copilot

Dennis Romero View profile

Case Manager in Legal at Blake Law Group (1-10 employees)

Use Cases and Deployment Scope

In our firm we use RingCentral Contact Center to communicate with Clients, Insurers, Medical Providers, we also use it for virtual conference, specially for those days in which we're at court, to coordinate our efforts to succeed in the representation process for our clients, RingCentral Contact Center is convenient as it's allows our office to manage facsimile transmissions effortlessly and it integrates perfectly with our CRM providing us excellent organization in a daily basis.

Pros

Fax transmissions
Integrations with CRM's
Communication Quality
Convenient SMS usage
Compatibility with Mobile Devices
Video Conference

Cons

Noise Cancellation enhancements
Fax management (Sent-Received portal or folder) Currently only sending.
Text Message templates with AI

Return on Investment

First Contact Resolution
Average Hold Time
NPS
Reduced Customer Service Costs

Alternatives Considered

Five9, Slack and Microsoft Teams

Other Software Used

Filevine, Case Status, Time Doctor

Irisk Colon View profile

BDR Outreach Coordinator in Research & Development at Catalyst Funds (51-200 employees)

Use Cases and Deployment Scope

I used it for manual dialing in a previous cold calling projects. I had a bit of a problem when it was connected to a CRM called Hubspot. It always laggy

Pros

it is very user friendly
audio recordings are accessible
it's easy to use

Cons

it is always lagging when I use it inside Hubspot

Return on Investment

i think it has been very effective as it has all the metrics needed for my KPI

Alternatives Considered

Mojo Dialer, Dialpad Connect and Line2

Other Software Used

Line2, Dialpad Connect

Brannon Johnston

Accounting Director in Finance and Accounting at Snellings Walters Insurance Agency (51-200 employees)

Use Cases and Deployment Scope

I like how everything is centralized. We can make calls to our team and even chat with our team from one app. I also like not having to purchase equipment and all employees can use an app from their cell phones. This decreases costs to the Agency.

Pros

user interface
support
call quality
reliability

Cons

it is a bit more expensive than some alternatives.
sometimes we have issues with ee's internet signal which affects call quality.

Return on Investment

our call time reports have been of great value
Being able to monitor the call trees has helped our efficiency on teams
hold time report created accountability in the reception seat.

Alternatives Considered

3CX

Other Software Used

Eleviant Tech

Usability

Verified User

Account Manager in Sales (51-200 employees)

Use Cases and Deployment Scope

We use RingCentral Contact Center as a method of logging and tracking remote employees' working hours and availability. We also use it to track key performance indicators for the team, including the number of inbound calls handled, the number of outbound calls made, and the overall availability of each employee. It has been helpful to ensure that all employees, including those that are fully remote, are logged in and available during their scheduled working hours. It is also the easiest way for employees to immediately see if a colleague is available or not.

Pros

Tracks availability and working hours
Ease of directing incoming calls to the proper contacts in prioritized order
Useful reporting summaries of the KPI for all contacts

Cons

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.

Return on Investment

RingCentral Contact Center has reduced our average hold time and increased first call resolution, which in turn has been very beneficial to the business and overall provides a higher rate of closing for new opportunities.
The analytics and reporting features of RingCentral Contact Center have increased the overall efficiency of the team by leading to more availability and users being more conscious of their unavailable time.
Overall, the internal communication is improved by using RingCentral Contact Center, because we are able to see availability and current status without needing to ask, which in turn increases efficiency and ROI.

Other Software Used

Anthropic Claude, Apollo.io, SAP Business One

Five9

Genesys Cloud CX

Talkdesk

RingCentral Contact Center

What is RingCentral Contact Center?

Categories & Use Cases