RingCentral Contact Center

Score8.5 out of 10

115 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: 8.1
Validate callers
Authenticates inbound callers with a customer ID.
Category average: 8.7

Most Frequent Users

Top 3 industries using RingCentral Contact Center.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Finance and Insurance

17.1%

6 installations of 35

#2 most frequent

Administrative and Support and Waste Management and Remediation Services

11.4%

4 installations of 35

#3 most frequent

Manufacturing

11.4%

4 installations of 35

Pros

User-friendly interface and straightforward setup
Flexible multi-device support for communication
Effective integration with existing business tools

Cons

Limited fax management, lacking receiving capabilities and facing document capacity concerns
Performance degradation, including lagging, when integrated with other platforms
Inconsistent customer support, with reported difficulties in reaching assistance and issue resolution

Dennis Romero View profile

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

Director in Corporate (1-10 employees employees)

Use Cases and Deployment Scope

We use RingCentral Contact Center to communicate with customers via phone and text message. It allows us to contact the customer via our professional text and voice number no matter where we are. It also provides us with notifications when a customer calls or texts us while we are on another call or if it's after hours. We also get transcripts of voice messages. It now lets us record calls and get AI generated summaries of the calls. Super handy for referring to previous conversations.

Pros

Customer Service
Voice Quality
Notifications
Call flow
Intuitive apps

Cons

Custom Voice messages of higher quality
MMS messaging with media
Easier interface for admin panel
Easy SMS capability

Return on Investment

Saves money over standard providers
Allows multi-channel communication
Reduces communications time
Saves time for communication

Alternatives Considered

Nextiva Business Phone Service

Other Software Used

Jotform, Google Workspace, Synthesia, ChatGPT, Anthropic Claude

Usability

Verified User

Employee in Customer Service (501-1000 employees employees)

Use Cases and Deployment Scope

Our fully remote company uses RingCentral to communicate externally with customers. This is an alternative to giving out our cell phone numbers to customers or having a business phone line. We use RingCentral for phone calls, texts, and audio/ video conferencing. We do not use this to communicate internally with our own team.

Pros

The product is easy to set up and use, not much of a learning curve.
You can access RingCentral for a laptop tablet or mobile device.
RingCentral Integrates well with a variety of other products that we use.

Cons

I have not experienced it firsthand, but I have heard that their customer service is hard to reach and to resolve issues.
Verification to login can be annoying with the number of steps required.
I do receive spam calls through the number, which i wish were filtered out.

Return on Investment

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.

Other Software Used

Microsoft Teams, Slack

Five9

Genesys Cloud CX

Talkdesk

RingCentral Contact Center

What is RingCentral Contact Center?

Categories & Use Cases