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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…

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Recent Reviews
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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 …
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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.
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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.
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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 …
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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 …
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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.
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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.
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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 …
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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.
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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 …
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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.
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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 …
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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
  • 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
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Pricing

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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,…

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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.

7.7
Avg 8.3

Workforce Optimization (WFO)

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

6.8
Avg 8.3
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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 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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Comparisons

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Reviews and Ratings

(72)

Attribute Ratings

Reviews

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
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
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
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.
RingCentral Contact Center Feature Ratings
Contact Center Software (13)
44.61538461538461%
4.5
Agent dashboard
80%
8.0
Validate callers
80%
8.0
Outbound response
N/A
N/A
Call forwarding
90%
9.0
Click-to-call (CTC)
N/A
N/A
Warm transfer
N/A
N/A
Predictive dialing
N/A
N/A
Interactive voice response
80%
8.0
REST APIs
N/A
N/A
Call scripts
70%
7.0
Call tracking
90%
9.0
Multichannel integration
90%
9.0
CRM software integration
N/A
N/A
Workforce Optimization (WFO) (9)
55.55555555555556%
5.6
Inbound call routing
80%
8.0
Omnichannel inbound routing
N/A
N/A
Recording
80%
8.0
Quality management
N/A
N/A
Call analytics
80%
8.0
Historical reporting
90%
9.0
Live reporting
90%
9.0
Customer surveys
80%
8.0
Customer interaction analytics
N/A
N/A
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • With more satisfaction of the customers, they have increased contacting us for help.
  • Reduced the administration time for forwarding calls based on manual discussions.
  • Improved team collaboration.
Alternatives Considered
The user interface of the Ring Central Contact Center is much better than others. Also, the price and cost of implementing, using, and maintaining the product are comparatively lower than others. So, a maximum set of features according to the cost and price. Other than that, the training required for the team and the support agents is also not much required.
Other Software Used
Usability
9
RingCentral Contact Center is not just only an app or platform which allows the company to manage the telephone calls, messaging functions, social media and emails, but also allows advanced features like the possibility of easy integration with other industrial systems, and customer/call analysis functions as well. It also supports and included with AI technology as well into some extent.
Easy Tasks
  • Inbound and outbound calling
  • Live chat
  • Skills based routing of calls
  • Automatic call back
Difficult Tasks
  • Workforce/agent management
  • Speech and text analysis
  • Scripting
Mobile Interface Availability and Impressions
Yes, but I don't use it
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
Use Cases and Deployment Scope
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.
Pros and Cons
  • Call Routing
  • Call Queues
  • Omnichannel
  • Interface looks out of date
  • Product is actually ran through Nice InContact
  • Support is poor
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.
RingCentral Contact Center Feature Ratings
Contact Center Software (13)
63.846153846153854%
6.4
Agent dashboard
70%
7.0
Validate callers
60%
6.0
Outbound response
60%
6.0
Call forwarding
50%
5.0
Click-to-call (CTC)
70%
7.0
Warm transfer
50%
5.0
Predictive dialing
30%
3.0
Interactive voice response
80%
8.0
REST APIs
60%
6.0
Call scripts
60%
6.0
Call tracking
60%
6.0
Multichannel integration
90%
9.0
CRM software integration
90%
9.0
Workforce Optimization (WFO) (9)
75.55555555555556%
7.6
Inbound call routing
80%
8.0
Omnichannel inbound routing
50%
5.0
Recording
100%
10.0
Quality management
70%
7.0
Call analytics
90%
9.0
Historical reporting
100%
10.0
Live reporting
70%
7.0
Customer surveys
60%
6.0
Customer interaction analytics
60%
6.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • Less Data Entry, Time Saved
  • More Information at Agent's Fingertips
  • Easier call routing
Alternatives Considered
RingCentral had the best uniform platform to blend our call center with our mobile users, had the best native contact center and a good Salesforce connection.
Other Software Used
Usability
7
We use the contact center to have our users go through an IRV menu and into queues or into an extension on the RingCentral office side. It works great for our agents and integrates into Salesforce.
Easy Tasks
  • The ability to use a deskphone or desktop app is great
  • The reporting is great
  • Once you are up and running, it doesn't need much maintenance
Difficult Tasks
  • Setting up the IVR
  • Updating settings/rules
  • Learning the system takes a lot of time
Mobile Interface Availability and Impressions
No
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
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