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

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
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
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.
Pros and Cons
  • Customer Service
  • Voice Quality
  • Notifications
  • Call flow
  • Intuitive apps
  • Custom Voice messages of higher quality
  • MMS messaging with media
  • Easier interface for admin panel
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.
RingCentral Contact Center Feature Ratings
Contact Center Software (9)
51.11111111111111%
5.1
Agent dashboard
N/A
N/A
Outbound response
80%
8.0
Call forwarding
90%
9.0
Click-to-call (CTC)
100%
10.0
Interactive voice response
90%
9.0
REST APIs
N/A
N/A
Call scripts
N/A
N/A
Multichannel integration
50%
5.0
CRM software integration
50%
5.0
Workforce Optimization (WFO) (9)
23.333333333333336%
2.3
Inbound call routing
90%
9.0
Omnichannel inbound routing
N/A
N/A
Recording
80%
8.0
Quality management
N/A
N/A
Call analytics
N/A
N/A
Historical reporting
20%
2.0
Live reporting
N/A
N/A
Customer surveys
N/A
N/A
Customer interaction analytics
20%
2.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • Saves money over standard providers
  • Allows multi-channel communication
  • Reduces communications time
  • Saves time for communication
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 of our representatives use the service to be able to communicate with customers and resolve issues.
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 multiple channels. We also get notifications each time they contact us, so we know who to get back to and what they need before contacting them back.
Alternatives Considered
RingCentral Contact Center's application is much more intuitive than Nextiva's application. It's also easier to configure. It also has a lot of functionality that Nextiva does not. For example, RingCentral will transcribe Voice mail messages for us, whereas Nextiva does not. RingCentral also sends us notifications when a customer sends us a text message, whereas Nextiva does not.
Other Software Used
Users and Roles
2
Sales, scheduling, communications, and marketing. RingCentral is used to intake customer calls and to communicate with customers regarding their schedules and upcoming events. It also allows customers to get in touch with us regarding things they need. They can now call us or text us and anyone on the team can respond to the customer.
Support Headcount Required
2
It doesn't take much to do this. Most of us are able to figure it out using the platform itself. Every now and then, we have to call the support line and it's usually easy and quick to get a hold of someone who can help with the changes we need to make, like adjusting business hours or changing greetings or call flow.
Business Processes Supported
  • Sales
  • Communicatins
  • Marketing
  • Customer Support
Innovative Uses
  • Texting
Future Planned Uses
  • Webinars
  • Virtual meetings
Likelihood to Renew
10
It's an easy-to-use platform and the customer support is great.
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
Use Cases and Deployment Scope
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.
Pros and Cons
  • Call routing.
  • User status.
  • Call prioritization based on options entered.
  • Skill grouping.
  • Requires a second contract for phone provisioning.
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).
RingCentral Contact Center Feature Ratings
Contact Center Software (11)
55.45454545454546%
5.5
Agent dashboard
50%
5.0
Validate callers
70%
7.0
Outbound response
50%
5.0
Call forwarding
70%
7.0
Click-to-call (CTC)
60%
6.0
Warm transfer
N/A
N/A
Interactive voice response
80%
8.0
Call scripts
80%
8.0
Call tracking
90%
9.0
Multichannel integration
40%
4.0
CRM software integration
20%
2.0
Workforce Optimization (WFO) (8)
28.75%
2.9
Inbound call routing
50%
5.0
Recording
N/A
N/A
Quality management
20%
2.0
Call analytics
50%
5.0
Historical reporting
40%
4.0
Live reporting
70%
7.0
Customer surveys
N/A
N/A
Customer interaction analytics
N/A
N/A
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • Reduction in wrong dept/user getting routed a call.
  • Insight into tech's talk time and not ready status.
AI Capabilities
We have not leveraged any of Ring Centrals AI capability as we plan to move away from using them
Communications Performance
We have only utilized the VoIP ACD solution which when it is working is fine, but is missing a lot of IVR integrations with call tracking software like SalesForce and JIRA
Alternatives Considered
The cost was much lower than Cisco, but functionality and usability were the same. The cost was the deciding factor for our business.
8x8 is cheaper and has much more fucntionality
Other Software Used
Users and Roles
14
They provide remote support for the store end users
Support Headcount Required
3
VoIP admin and help desk management team
Business Processes Supported
  • Auto Attendant
  • ACD Call routing
  • Calling and receiving VoIP calls
  • Vanity number procurement
Innovative Uses
  • None
Future Planned Uses
  • No intention of expanding role with Ring Central.
  • Numerous production and support issues
  • Lack of steady account management
Likelihood to Renew
1
We have no intention of renewing our contract with Ring Central. We have had multiple outages in the past 2 years. We have been without an account manager for the past 4 months and the resolution of open issues takes 2-3 months. We were being misbilled for cancelled services for almost 12 months. We are not satisfied with the quality, support, or price of the service.
Products Replaced
No
Evaluation Lessons Learned
We are planning on cancelling our Ring Central service and migrating the ACD to 8x8 for a cost reduction, better support, better account management, and more out of the box integration with JIRA and SalesForce
Support Rating
2
Support help desk was not informed of changes and response to issues extremely slow. We have been having an issue for 2+ months without resolution
Premium Support
No, decision was made prior to me starting with the organization
Bug Resolution
Yes
No, we have had an issue with integration of their ACD with Fuze since December after they made IP changes and they have been unable to resolve the issue since then even after Fuze added the new IP addresses and ports provided by Ring Central to the firewall whitelist
Exceptional Examples of RingCentral Contact Center Support
never experienced exceptional support from Ring Central
August 22, 2023

RingCentral - A good value

Donald Mascola | TrustRadius Reviewer
Donald Mascola
IT Services Manager
Autosoft, Inc. (Information Technology & Services, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Used across the organization but primarily in our Customer Support Center.
Pros and Cons
  • 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)
Likelihood to Recommend
Very good solution for the small to medium sized call center.
RingCentral Contact Center Feature Ratings
Contact Center Software (13)
65.38461538461539%
6.5
Agent dashboard
100%
10.0
Validate callers
100%
10.0
Outbound response
90%
9.0
Call forwarding
90%
9.0
Click-to-call (CTC)
N/A
N/A
Warm transfer
100%
10.0
Predictive dialing
N/A
N/A
Interactive voice response
N/A
N/A
REST APIs
N/A
N/A
Call scripts
90%
9.0
Call tracking
80%
8.0
Multichannel integration
100%
10.0
CRM software integration
100%
10.0
Workforce Optimization (WFO) (9)
83.33333333333334%
8.3
Inbound call routing
100%
10.0
Omnichannel inbound routing
100%
10.0
Recording
80%
8.0
Quality management
70%
7.0
Call analytics
70%
7.0
Historical reporting
80%
8.0
Live reporting
90%
9.0
Customer surveys
90%
9.0
Customer interaction analytics
70%
7.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • Provided an excellent platform for a work at home environment
  • Reporting visibility and easy to manage inbound call skills
  • Excellent call quality
Alternatives Considered
Prior to using RingCentral we used a standard POTS telephony system which did not meet our expanding needs. RingCentral a great improvement especially from a Salesforce integration standpoint.
Other Software Used
Users and Roles
50
Customer Support Center and Business Operations. Approximately 75 fully remote users based in North America.
Support Headcount Required
4
General IT and Telephony skills are required for both basic users and management personnel.
Business Processes Supported
  • Customer Support
  • Associate training and coaching via the call recording features
  • Call trending analysis for staffing modeling
Innovative Uses
  • Call recording and coaching.
  • Combining with a post-call survey tool to measure CSAT
  • Automated call reporting delivered directly to our mailboxes
Future Planned Uses
  • Looking for new ways to gather valuable business data all the time
Likelihood to Renew
9
It is a solid platform that is easy to use and provides the information I need to manage my area of the business.
Products Replaced
Yes
Key Differentiators
  • Cloud Solutions
  • Integration with Other Systems
  • Ease of Use
Ease of use and reporting functionality
Evaluation Lessons Learned
Take a closer look at reporting customization as it could be a bit easier to implement.
Implementation Rating
9
As I recall it was not a very cumbersome implementation and we were up and running as promised.
Implementation Details / Implementation Partner
  • Implemented in-house
Implementation Phases
No
Change Management Lessons
Change management was minimal
We migrated form a similar system so implementation was fairly smooth.
Implementation Issues
  • Doing it in the midst of the pandemic and switching to work from home
Support Rating
10
I have never had the need to contact support over the several years I have used the product which i view as a positive. Fairly intuitive interface.
Premium Support
We do not have premium support.
Exceptional Examples of RingCentral Contact Center Support
As stated previously, have not had the need to contact support. To me this is a positive.
Usability
10
Intuitive interface with plenty of premade reports. Easy to use system.
Easy Tasks
  • report creation
  • dashboard functionality
Difficult Tasks
  • None come to mind
Return to navigation