RingCentral Contact Center

Score8.6 out of 10

126 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: 8.5
Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Category average: 9
Customer surveys
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Category average: 8.3

CRM software integration
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Category average: 8.3
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: 8.8

Most Frequent Users

Top 3 industries using RingCentral Contact Center.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Professional, Scientific, and Technical Services

15.0%

64 installations of 427

“Employees no longer need a company phone.”
— Legal Assistant, Zehl & Associates, PC (Mid-sized Companies)

#2 most frequent

Information

10.8%

46 installations of 427

#3 most frequent

Manufacturing

10.8%

46 installations of 427

Pros

User-friendly interface with a minimal learning curve
Effective integration with other business tools, especially CRM systems
Robust reporting and analytics for tracking KPIs

Cons

Complex administrative portal with too many settings
Reliance on a separate Nice InContact platform leading to less unified experience
Reported system outages and downtime

Rasmitha Ravichandran

Senior Specialist in Information Technology at HCL Tech (10,001+ employees)

Use Cases and Deployment Scope

I like the option that are widely available for integration like ServiceNow, Microsoft Dynamics 365 and amore applications like Salesforce, Zendesk. This also have a very native integrations which make the agents transfer, consult or message concerned team easily. It has been a very reliable solution for managing customer interactions. The reporting feature provides valuable insights which improves our operational decisions.

Pros

Detailed reports and analytics
Wider availability for integrations
Cloud based architecture

Cons

New admins find it difficult to learn first
Advanced configurations are little complex

Return on Investment

15% reduction on customer waiting time
20% improvement in agent productivity
20% reduction in infrastructure and operational overhead

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

Verified User

Administrator in Information Technology (1001-5000 employees)

Use Cases and Deployment Scope

We use RingCentral Contact Center primarily for our customers to engage with our support. It supports roughly 100ish calls per day. The biggest issue it solved for us was routing our clients to the most appropriate person to help with their issues. Our contact center has roughly 250 users and we use it for inbound and outbound engagements.

Pros

The reporting for RingCentral Contact Center is excellent. For the most part, the super users and managers on the platforms loved the pre-built and the custom reporting.
RingCentral integrates well with salesforce. It allowed the users to focus on one platform instead of having a couple of Windows open.
The contact center dashboards are pretty good. They showed a lot of information to both the managers and agents.

Cons

The RingCentral Contact Center service is actually provided by Nice InContact. I wish the system were just one platform. In order for the system to work, it needs a web connector provided by Nice and the RingCentral desktop app opened at the same time.
It's more so on the Nice InContact side, but we personally experienced a lot of outages using the system. We were still within SLA but we periodically had major outages that left us down for a few hours.
The support was great but any issues with contact center reduces RingCentral to a middle man. They have to open another ticket with NICE to assist in resolving the issue.

Return on Investment

From an adminstrative standpoint it reduced the amount of work we had to do for custom build outs.
Our managers were able to include messaging in the call flows to successfully deflect calls to our web based support.
RingCentral has helped to maintain the promise that our agents will answer the phone in 3 rings or less.

Alternatives Considered

Zoom Contact Center

Other Software Used

Zoom Contact Center, Zoom Phone, Microsoft Copilot Studio

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

Verified User

Director in Information Technology (10,001+ employees)

Use Cases and Deployment Scope

We use to mainly handle customer communication and mostly for support requests enquiries and follow up calls. We required the IVR, call queue and call recording option in the contact center and ring central turned out to be our helpline. The scope was to have complete visibility across interactions and how to identify areas which requires additional attention.

Pros

Works well with call routing and managing the call queues
The another benefit is call recording and easy access of the same
Supervisor dashboard especially a single view to track everything and helps in managing the operations smoothly

Cons

The major issue is report customization. First time setup itself is tedious for custom report
Configuring different workflows and call routing is also tedious
Each additional features when asked comes with a separate commercials. Transparency would be appreciated

Return on Investment

Agent productivity is improved and call handling efficiency is improved
The routing is automated and helps reduction in manual efforts
Better visibility on the customer problems and live tracking on high priority ones
Call recording access help with quality review and improvement

Alternatives Considered

Freshdesk Contact Center and Vonage Contact Center

Other Software Used

Freshdesk Contact Center, Freshchat, Sage Expense Management

Five9

Genesys Cloud CX

Talkdesk

RingCentral Contact Center

What is RingCentral Contact Center?

Categories & Use Cases