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RingCentral Contact Center

RingCentral Contact Center

Overview

What is RingCentral Contact Center?

RingCentral Contact Center offers a set of cloud-based software plans ranging from basic to pro level. The basic plan includes features such as support for inbound and outbound call centers and IVR and ACD capabilities. The most extensive plan…

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Recent Reviews
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 22 features
  • Recording (12)
    9.0
    90%
  • Call forwarding (12)
    8.4
    84%
  • Agent dashboard (12)
    7.5
    75%
  • Inbound call routing (12)
    7.5
    75%

Reviewer Pros & Cons

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Pricing

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What is RingCentral Contact Center?

RingCentral Contact Center offers a set of cloud-based software plans ranging from basic to pro level. The basic plan includes features such as support for inbound and outbound call centers and IVR and ACD capabilities. The most extensive plan also includes features such as advanced analytics and…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Alternatives Pricing

What is Amazon Connect?

Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent…

What is Broadvoice?

Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.

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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

7.4
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

6.9
Avg 8.3
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Product Details

What is RingCentral Contact Center?

RingCentral Contact Center offers a set of cloud-based software plans ranging from basic to pro level. The basic plan includes features such as support for inbound and outbound call centers and IVR and ACD capabilities. The most extensive plan also includes features such as advanced analytics and real-time call reporting, workforce optimization analytics, and omni-channel integration with SMS, email, and social media platforms.

RingCentral Contact Center Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Click-to-call (CTC)
  • Supported: Predictive dialing
  • Supported: Interactive voice response
  • Supported: REST APIs
  • Supported: Call scripts
  • Supported: Multichannel integration
  • Supported: CRM software integration

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Quality management
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer surveys
  • Supported: Customer interaction analytics

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: VoIP
  • Supported: SMS/Text
  • Supported: Live chat channel
  • Supported: Social media channels
  • Supported: Mobile applications

Predictive Analytics Features

  • Supported: Intelligent call routing
  • Supported: Chatbots
  • Supported: AI assistance for live agents

RingCentral Contact Center Competitors

RingCentral Contact Center Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

RingCentral Contact Center offers a set of cloud-based software plans ranging from basic to pro level. The basic plan includes features such as support for inbound and outbound call centers and IVR and ACD capabilities. The most extensive plan also includes features such as advanced analytics and real-time call reporting, workforce optimization analytics, and omni-channel integration with SMS, email, and social media platforms. The vendor does not disclose pricing information on their website, but will provide a quote upon request.

Talkdesk and Genesys Cloud CX are common alternatives for RingCentral Contact Center.

Reviewers rate Recording highest, with a score of 9.

The most common users of RingCentral Contact Center are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(69)

Attribute Ratings

Reviews

(1-14 of 14)
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Score 8 out of 10
Vetted Review
Verified User
Incentivized
I work in the sales department, therefore I use RingCentral for inbound calls we receive. We have a standard business number and I can change my alias. I can also do outbound calls, but mostly I use it for inbound.
  • Inbound calls
  • Mobile app
  • Voice message email notification transcriptions
  • push out of patches
Useful = for inbound calls
also for outbound/inbound calls through the mobile app for when you are on the go
less useful = large volumes of calls as I don’t think there is a notes section
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use RingCentral Contact Center on our Store Support help desk for ACD and call routing based on options entered by the customer into the menu prompts.
  • Call routing.
  • User status.
  • Call prioritization based on options entered.
  • Skill grouping.
  • Requires a second contract for phone provisioning.
Very versatile software that is easy to configure the menus and ring groups. Good for assigning skill levels to users/extensions and questions to the menu prompts (i.e if the store is completely down, you can assign a higher priority in the queue and make it ring to only level 3 technicians or leads, and password resets gets assigned the lowest priority and only rings to level 1 and 2 assigned users/extensions).
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We were using Avaya Aura contact center but realised management costs are very high thus, we were looking for a cloud-based solution. After carefully comparing multiple solutions we selected RingCentral as we were using their calling solution and were impressed by their calling solution. We are using their Omnichannel contact centre solution.
  • Work Force management
  • CRM integrations
  • Omnichannel Contact Center
  • Chatbots
  • Sometimes call drop
  • Need more customization in call queuing
  • Costly compared to Avaya
If someone is looking for a simple, easy-to-setup contact center, Ring Central is the way forward. They might lack very advanced contact center features like Avaya but most customers want simple solutions which can be easy to manage and run and save on management costs. We would have liked them to add some more complex call queuing scenarios.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
RingCentral Contact Center is our call flow management system for use with our Service Desk. I supervise the Service Desk and so, personally, use it for monitoring our Service Desk analysts and running reports on metrics to help gauge efficiency. I do have some experience as well as an analyst and using it to answer and make phone calls and manage users/access.
  • UI is fairly easy to use
  • Makes is fairly easy to review and listen to calls
  • Call tracking is easy
  • Management of analysts is easy and fast
  • Calls drop often
  • Calls "refuse" at times with no apparent cause
  • Metrics are hard to understand and read
Is well suited for basic call center functionality. I'm not certain with what scenarios it would not be appropriate.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use Ring Central Contact Center to manage customer conversations and resolve their problems efficiently. Ring Central Contact Center addresses the functionality of using the different communication channels of customer's choice so that the initial customer satisfaction is achieved, and customers can efficiently provide details of the problems they are facing so that the resolution time is also high.
  • It has many communications channels for the customers to choose at their ease.
  • Managing the handover of the calls/messages between the team for better resolution.
  • Automated acknowledging of calls/requests.
  • It does not efficiently prioritize the customer queries. Team engagement for prioritized calls is not fully supported.
  • Reducing the waiting time after the menu options is communicated to the customer.
  • Integrating with AI technology.
When a customer makes a call to the company via Ring Central Contact Center, it provides as many as possible menu options for the user to navigate to a specific team in the organization. So, it reduces the probability of directing the call to an irrelevant team, which will make the customer disappointed, and unsatisfied with the organization.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use RingCentral Contact Center as our queue for service related calls. It allows us to place calls in a queue and answer them in order that we receive them. We also have chatting that is routed through the Contact Center.
  • Call Routing
  • Call Queues
  • Omnichannel
  • Interface looks out of date
  • Product is actually ran through Nice InContact
  • Support is poor
RingCentral Contact Center is great if you need omni-channel call/email/chat routing to many agents or amongst several different groups of users. They also have the ability to have different levels of support depending on the call or type of inbound contact. It also integrates very well with Salesforce which is a primary reason that we purchased it. It is a good solution if you are using RingCentral Office already, but it is less suited if you do not use RingCentral for your main phone system.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
RingCentral Contact Center is a very good contact center solution, which is very easy to set up, implement and use by anyone. It provides a very easy interface and sets up the rules to set up your contact center. Setting up call queues, campaigns are very user-friendly and so is the reporting section to get a birds-eye view of everything. Mobile application is also very easy and light weighted and is a huge convenience.
  • Setting up call queues
  • campaigns
  • mobile application
  • call forward
  • Third party integrations
RingCentral Contact Center works very well for any small to mid to large size organization. We used it for 50 agents and the setup was a breeze and very easy for an administrator to start using it.
Donald Mascola | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Used across the organization but primarily in our Customer Support Center.
  • Call Handling
  • Call Recording
  • Integration with Salesforce ERP
  • Reporting functionality is "clunky"
  • Systemwide outages have occurred
  • Call answering not always quick (i.e. call drops before you can grab it)
Very good solution for the small to medium sized call center.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use RingCentral Contact Center to make and take client calls on our cell phones if we cannot use our desk phones. We also use RingCentral Contact Center to record calls, play back voicemails, and send and receive texts messages. We can do all of this through RingCentral Contact Center and disguise our personal cell numbers with our office numbers.
  • Send and receive texts from your device, browser or desktop application
  • Make calls without divulging personal number
  • Receive and review voicemails
  • Record and play back calls
  • 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
It's nice to have RingCentral Contact Center, especially when the internet goes down at the office, because the admin account can switch calls to ring on everyone's cell phones so we are still operational. RingCentral Contact Center is also nice when you have a client who needs assistance after hours but you don't want them to have your personal phone number.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
RingCentral Contact Center makes it very easy to not only call, send text messages, and even set up a voicemail but they make it very easy to correspond with your fellow team members. With RingCentral Contact Center, you do not need any other software especially if your team is remote. We used RingCentral Contact Center to hosts our meetings and we hardly had any issues. The calling feature is probably one of the best that I have used. They even have an app for your phones which with great if you're on the go.
  • They have an app so you do not miss any calls or messages from your customers or leads.
  • RingCentral has everything you need especially if you're working remotely. Therefore, you do not need to use other software.
  • They automatically transcribe the calls as well so if I miss something this normally helps.
  • I do not like the extension. Sometimes the calls drop or even refuse to connect when I use the extension.
  • The other thing is that when I needed customer support it took forever to hear back from them.
RingCentral Contact Center has been one of the best contact center software that I've used. The calling feature is probably one of the easiest to use. The recordings are very easy to access. Also, it is very easy to host meetings but I hardly ever used that feature because it is not something that is widely used by our prospects. However, it was great when we wanted to connect with fellow colleagues.
February 23, 2022

Ring central review!

Brandon Losover | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Ring central is used for outbound calls and to record those calls. We have a weekly review on specific calls to take constructive feedback and learn on how we can improve our conversations moving forward.
  • Organization
  • record keeping
  • call logs
  • Bugs
  • User friendliness
  • sometimes the messages do not send to customers properly
It’s well suited in customer service and inside sales. It's also great to have the chat/message feature to communicate with customers who do not have the ability to be on the phone at certain times.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use RingCentral Contact Center in order to route calls to the appropriate agents using skill-based routing. It's an omnichannel solution on an easy-to-use platform, both from the end-user perspective and a setup perspective. We use it for phone, chat, and SMS, and potentially looking to incorporate email as well. The easy-to-setup IVRs help direct contacts to the most suitable agent.
  • Skill based routing using roles and proficiency.
  • Omni channel solution that lets clients have flexibility on how they interact with us.
  • Improves call center efficiency.
  • In my opinion, support can troublesome at times. Tier 1 and 2 often do not have the solution.
  • 'Second Line' functionality is tricky - a second call comes in while on a call.
  • The app is sometimes glitchy - either doesn't completely load or freezes.
RingCentral Contact Center is well suited for large contact centers that desire an Omni Channel solution. It's best for organizations with a structured DBA team that can take advantage of the many features available by API without engaging RC support. It's easy for agents to use and rather intuitive, and getting connected remotely is also quite simple.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I use it in conjunction with zoom and chorus for coaching and training purposes. RingCentral Contact Center is my main calling tool. We need a reliable contact center to manage this part of our process as our ability to effectively coach and train is not possible without it. Our customer success team has 10 managers.
  • Connectivity.
  • Ease of use.
  • Integration.
  • Occasional disconnects.
This has been the perfect contact center for me. I use it 6-8 hours a day for sales coaching and messaging calls, where call quality and stability really matter. Additionally, our calls are all recorded and shared internally and externally, and there the quality of the call is really the face of my expertise to those who hear and learn from those recordings.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
RingCentral Contact Center is being used as [a] whole throughout our company as our phone system. This is something that is used organization-wide. We actually switched to RingCentral Contact Center after using fuse due to crashes & problems that were constantly occurring with fuse. RingCentral Contact Center has made my job as a call center agent much easier & faster.
  • Caller Id
  • Call back options
  • Easy access
  • better popups for calls
  • messaging system
  • option to answer quickly
RingCentral Contact Center is very well suited for our company. Again, we are a 24/7 call center so our phone system is the most important thing to us. I am a customer service rep so it's always important that my phone is working and easy to access. Being in this environment it can be frustrating as a caller to have to wait or be on hold due to my technical issues with my phone.
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