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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

(1-19 of 19)
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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
Pros and Cons
  • 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 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
Pros and Cons
  • 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

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
Pros and Cons
  • 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.
September 05, 2023

Service Desk Supervisor's Perspective on RingCentral Contact Center

JM
Jason Merrill
Desktop Support
The Heritage Group (Construction, 1001-5000 employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • 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

Verified User
Employee in Professional Services
Information Technology & Services Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
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
Pros and Cons
  • 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

OM
OLIVIA MASON
SDR
Flamingo Group Inc (Events Services, 1-10 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • 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 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
Pros and Cons
  • 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.
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