RingCentral Contact Best for Meduium Size Businesses
We have used RingCentral Contact Center for handling contacts and review reporting. While there were no significant issues with contact …
Overview
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…
Recent Reviews
How RingCentral Contact Center Differs From Its Competitors
Awards
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Popular Features
- Call forwarding (17)8.888%
- Recording (16)8.484%
- Inbound call routing (16)8.484%
- Outbound response (16)8.383%
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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…
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- No setup fee
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- Free Trial
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- Premium Consulting/Integration Services
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Product Details
- About
- Competitors
- Tech Details
- FAQs
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
- Talkdesk
- Genesys Cloud CX
- Twilio Flex
RingCentral Contact Center Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
Frequently Asked Questions
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.
Talkdesk and Genesys Cloud CX are common alternatives for RingCentral Contact Center.
Reviewers rate Call forwarding highest, with a score of 8.8.
The most common users of RingCentral Contact Center are from Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings
(72)Attribute Ratings
Reviews
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March 29, 2024
RingCentral Contact Best for Meduium Size Businesses
Score 8 out of 10
Vetted Review
Verified User
We have used RingCentral Contact Center for handling contacts and review reporting. While there were no significant issues with contact handling, we did have a few issues with the reports as some reports were not as clear as it needed to have been. Their customer service was did not offer the best support in understanding the reports. There were reports that usual receive that we no longer get such as utilization and it wasn't added in another report.
- Call Recording and call quality
- SMS Communication
- Live Monitoring
- Their customer service
- Their reporting
- Understanding the Billing Info
March 27, 2024
RingCentral Contact Center review
Our company utilizes RingCentral Contact Center and the contact center to manage incoming calls to provide service, supplies and managed IT services to our customers. RingCentral allows our company to maintain this level of service over 18 lines of business in a single managed phone system. I am the System Administrator for RingCentral.
- Simple to use
- Easy to maintain
- provides quick scaling as organizations needs change
- Queue Templates needs to be able to copy custom rules to allow for quick changes
- Provide better training for reporting in the contact center and Ring MVP
- Screen agent, omnichannel etc. accounts need to be able to be combined to allow access instead of needing multiple accounts for different functions.
March 22, 2024
Great Set of Features for a Reasonable Price
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.
- Customer Service
- Voice Quality
- Notifications
- Call flow
- Intuitive apps
- Custom Voice messages of higher quality
- MMS messaging with media
- Easier interface for admin panel
March 20, 2024
The Key to Our Company’s Daily Operation
RingCentral Contact Center is our main source of inter-office communication. We rely primarily on RingCentral Contact Center to share documents, communicate with teams, and stay connected from multiple satellite and remote locations. We are also able to record conversations to improve customer service and track action on policies and claims. The program is easy to understand and to teach to new employees.
- Creation of teams for group communication
- File retention in direct and group messages
- Transcript of voicemails for quick and easy review
- Ease of forwarding and sharing messages
- Cross-functionality with Evernote would be fantastic
- Group replies to larger messages to clean up “reply-all” type responses
- Incorporate Outlook contacts
March 20, 2024
RingCentral Contact Center: A Solid Communication Foundation for a Successful Customer-Focused Business
We use RingCentral Contact Center as our primary phone system for all of our employees. As a company that's focused on customer service/sales, this is a very important aspect of our business. RingCentral Contact Center provides a dependable platform for us to build our outward-facing business on, as well as communication within the office. It also integrates well with the backend of our website/ERP, allowing us to better track data and manage our inbound call load.
- Reliability: Our previous service was prone to outages, RingCentral Contact Center has been rock solid as long as we've used it.
- Integration: Our IT team was able to build a custom RingCentral Contact Center dashboard on our website for our salespeople to manage inbound/ outbound calling. From there we were able to send call data directly into activities in our ERP (Acumatica).
- Ease of use: It works well whether in the office or WFH (which many employees do regularly.
- To my knowledge, you are not able to save multiple voicemail greetings. That would be nice to have various out-of-office messages saved, as well as being able to revert to your default.
- Maybe some more customizability in the settings, but that's a minor thing. In general, it just works well for what we need it to do.
March 15, 2024
Sales Person RingCentral Review
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
February 28, 2024
Ring Central Review - End User/Supervisor
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.
September 07, 2023
Good Contact center - Can be Great!
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
September 05, 2023
Service Desk Supervisor's Perspective on RingCentral Contact Center
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
August 27, 2023
An optimum product to serve the customers better
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.
August 23, 2023
Contact Center solution with a lot of versatility
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
August 23, 2023
Amazing contact center solution with great features
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
August 22, 2023
RingCentral - A good value
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)
May 04, 2022
Convenient for after hours calls and texts!
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
February 26, 2022
Is a lot more than just a Contact Center
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.
February 23, 2022
Ring central review!
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
February 23, 2022
Ring Central Offers a Best in Class Contact Center Solution
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.
February 23, 2022
RingCentral is perfect for us!
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.
June 25, 2021
Positive Points from a call center Rep
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