Skip to main content
TrustRadius
RingCentral Contact Center

RingCentral Contact Center

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…

Read more
Recent Reviews
Read all reviews

How RingCentral Contact Center Differs From Its Competitors

AI Capabilities

This is an area that Ring Central needs to work on as this does not necessarily address the issues one may have. The AI looks basically at the frequently asked questions and necessarily assist with resolving an issue that I have already reviewed based on resources provided. It would be nice not to …
Continue reading

Communications Performance

They have not necessarily been able to address specific needs. One such thing is issues that the tool may have at a point in time. While they have a status update for issues that may have arised, issues that our outside of those already reported have been on that was not easily resolved with them.
Continue reading

Communications Performance

We are still expanding our omnichannel features as the business expands options, webchat, email, voicemail, we look forward to integrating more of these features for our service and supply teams.
Continue reading

AI Capabilities

We don't currently use any of the AI capabilities that RingCentral Contact Center offers. We are not aware of specifics regarding the AI integration, so it's difficult to speak to that end. Our organization is rather small, so there's no immediate desire to use AI for any specific use cases. Most …
Continue reading

Communications Performance

The biggest benefit is that RingCentral Contact Center allows us to be able to communicate with customers quickly. We can call them from a professional number, text them with updates, coordinate changes in their services via phone/text, and allow them to communicate the same information to us via …
Continue reading

AI Capabilities

With our entire company relying on RingCentral Contact Center for internal communication, the ease and speed of use and acclimation ensures we don’t lose momentum.
Continue reading

Communications Performance

The ease and speed of searching and retrieving files and specific messages without having to search through dozens of emails or folders streamline the workflow. We can all rely on RingCentral Contact Center's file system which positively impacts our day-to-day operation.
Continue reading

Communications Performance

I'll repeat some of what I've said already in answer to this question. The reliable, easy-to-use system has enabled all of our employees to better work together to address inbound customer service issues, as well as mount a more effective outbound sales calling campaign. We are able to do more …
Continue reading

AI Capabilities

Voice message transcriptions = this is really useful for improving my overall efficiency. Not only does this transcribe the voice message received, but it also emails me the transcription so I don’t even have to enter the portal. This saves me so much time as I am often on meetings/ calls.
Continue reading

Communications Performance

Fast response time = voice message transcriptions. This is useful for when I am on other calls and meetings and don’t have time to listen to them individually. I can easily receive the transcript through an email and follow up accordingly.
Mobile app = this also allows me to receive and do calls …
Continue reading

AI Capabilities

We are using their chatbots and are very happy with them. It has increased the inflow of requests and customers are able to solve most of their basic requests themselves thus saving our agents and increasing productivity. We are now able to utilise our agents in a more profound manner.
Continue reading

Communications Performance

With chatbots, we have been able to automate easier queries. This has increased our capacity to handle more requests and customers can solve most of their requests via self-service thus saving our agents time. This has lowered our OPEX; Moreover, reduced our maintenance costs due to the …
Continue reading

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
  • Call forwarding (17)
    8.8
    88%
  • Recording (16)
    8.4
    84%
  • Inbound call routing (16)
    8.4
    84%
  • Outbound response (16)
    8.3
    83%

Reviewer Pros & Cons

View all pros & cons
Verified User
Manager in Customer Service
Consumer Services Company, 201-500 employees
Verified User
Engineer in Information Technology
Printing Company, 1001-5000 employees
Return to navigation

Pricing

View all pricing
RingCentral Contact Center

RingCentral Contact Center

N/A
Unavailable

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…

Entry-level set up fee?

  • No setup fee

Offerings

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

Would you like us to let the vendor know that you want pricing?

2 people also want pricing

Alternatives Pricing

Amazon Connect

Amazon Connect

Free
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…

NICE CXone

NICE CXone

$71
per month per user
What is NICE CXone?

NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), interactive voice response (IVR) system, feedback management,…

Return to navigation

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.

7.7
Avg 8.3

Workforce Optimization (WFO)

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

6.8
Avg 8.3
Return to navigation

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 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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(72)

Attribute Ratings

Reviews

(1-19 of 19)
Companies can't remove reviews or game the system. Here's why
March 29, 2024

RingCentral Contact Best for Meduium Size Businesses

Verified User
Manager in Customer Service
Consumer Services Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Likelihood to Recommend
They are best suited for medium size companies. Their platform is a bit easier to use and our agents have mentioned that it is user friendly. For this reason I would recommend to businesses. Live montoring is great and the ability -to change aux codes for the agents when monitoring is also a good feature.
March 27, 2024

RingCentral Contact Center review

Verified User
Engineer in Information Technology
Printing Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
RingCentral Contact Center as a whole is well suited to handle most business needs for customer calling the queue interface is simple and quick for setup. It would be beneficial to have the Nice in Contact Center be fully integrated into the RingCentral system instead of being separate systems that rely on each other to operate but require different logins and maintenance.
March 22, 2024

Great Set of Features for a Reasonable Price

Verified User
Director in Corporate
Education Management Company, 1-10 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
RingCentral Contact Center is great for businesses that need a single point of contact for their professional side. One number that can act as the face and voice of your company so you can separate your personal contact information from your professional contact information. It's also great for companies that want to be able to have multiple people who wish to use the same number (the company number) for all outgoing or incoming calls.
March 20, 2024

The Key to Our Company’s Daily Operation

Verified User
Administrator in Corporate
Insurance Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The ease of use and file retention/retrieval is key. The adjustment from an e-mail-focused workflow to the RingCentral Contact Center was easier with the organization. Recall and search features mimic Outlook and allow me to quickly find what I’m looking for. RingCentral Contact Center is not ideal for communication with external partners, so we still have to rely on Outlook e-mails for that.
March 20, 2024

RingCentral Contact Center: A Solid Communication Foundation for a Successful Customer-Focused Business

CO
Chris Olsen
Inventory purchasing
LaSalle company inc (ComCenter.com) (Religious Institutions, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think RingCentral Contact Center could be well suited to any workplace. I think it does well in the reliability and ease of use departments, and that covers 90% of what you need from a phone system. The added modern integration benefits are the cherry on top! I'm not sure how the pricing model works, so maybe that would be the only limiting factor as far as scenarios where RingCentral Contact Center would not be as well suited.
February 28, 2024

Ring Central Review - End User/Supervisor

BS
Brian Silletti
Manager Telecom & Field Services
Party City (Retail, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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).
September 07, 2023

Good Contact center - Can be Great!

Verified User
Consultant in Information Technology
Information Technology & Services Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
August 27, 2023

An optimum product to serve the customers better

Verified User
Employee in Professional Services
Information Technology & Services Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
August 23, 2023

Contact Center solution with a lot of versatility

Verified User
Project Manager in Information Technology
Machinery Company, 11-50 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
May 04, 2022

Convenient for after hours calls and texts!

KM
Kayte Moore
Family Law Paralegal
Vayman & Teitelbaum, P.C. (Legal Services, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
February 26, 2022

Is a lot more than just a Contact Center

OM
OLIVIA MASON
SDR
Flamingo Group Inc (Events Services, 1-10 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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 Offers a Best in Class Contact Center Solution

Verified User
Manager in Sales
Financial Services Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
February 23, 2022

RingCentral is perfect for us!

Verified User
Employee in Sales
Professional Training & Coaching Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
June 25, 2021

Positive Points from a call center Rep

KL
kiana lane
Client Services Rep
Accurate Background (Consumer Services, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
Return to navigation