Great Product for the Right Team! Metric-Lovers, beware.
January 23, 2020

Great Product for the Right Team! Metric-Lovers, beware.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with RingCentral

We made the switch from RingCentral to Zendesk Talk less than 1 month ago. Prior to the switch, our organization used RingCentral for about 3 years. RingCentral was used by our customer support and sales teams. All other departments had RingCentral installed on their computers and used it as well for internal and external communications. RingCentral was our one and only phone system.

RingCentral provides a quality softphone system for communication with customers via phone, fax, and text. Their internal communication app, Glip is also a useful tool.
  • RingCentral's user interface is very easy to use. Just about everything is well labeled and has a purpose.
  • Live reporting. RingCentral's Live Dashboard is very helpful to a management team to monitor the daily operations in real time and gain a good understanding of where the team stands for the day.
  • Headsets. RingCentral has a partnership with Plantronics, so you have to use Plantronics headsets. Unfortunately there are only a few options to choose from; very cheap headsets with no noise cancelling, or extremely expensive headsets that were not necessary to waste money on. Our employees were not able to use their own personal headsets, no matter how good they were.
  • Limited IVR menu options. Without upgrading to their highest 'enterprise' level, which we did not need, we had very little flexibility with how we set up our IVR menu. It would have been nice to be able to implement a "Customer Call-Back" feature so our customers did not have to choose between leaving a voicemail or staying on hold forever, but unfortunately we did not have this option. Small to medium-size businesses have this need as well.
  • Overall, RingCentral had a positive impact on our organization. It helped us grow from a small to a medium-size organization without too many hiccups.
  • Positively impacted our teams efficiency. We learned a lot of positives from RingCentral, but also some negatives, such as what needs we have that they could not fulfill.
RingCentral stacks up well against Zendesk Talk regarding basic phone functions. The user interface is more friendly and provides more basic features than Zendesk, such as direct extensions/#'s, quicker access to monitor live phone calls, and more robust transferring capabilities. It compares more negatively when it comes to historical reporting and back-end customizations/triggers. We have more options to forward calls to the correct people/departments than we did with RingCentral.
RingCentral offers support via email and live chat and are always there for you. Unfortunately, their support agents are also limited by the capabilities of the platform and often-times were only able to provide answers that we were already able to obtain through simpler mediums such as their online help center and glossaries. In short, they are easy to get in touch with, but they don't always provide the detailed answer that you are looking for.

Do you think RingCentral delivers good value for the price?

Yes

Are you happy with RingCentral's feature set?

No

Did RingCentral live up to sales and marketing promises?

Yes

Did implementation of RingCentral go as expected?

Yes

Would you buy RingCentral again?

No

RingCentral is well suited for many, many scenarios and companies. The larger the company gets, the less appropriate RingCentral becomes. Reporting/Metrics become increasingly important as an organization scales. The quality of reporting has a direct impact on how well an organization's management team understands the companies strengths, weaknesses, and needs. In turn, this can have a direct impact on how many supervisors/managers a company needs to have on hand to be able to effectively manage the support team.

I would recommend RingCentral for small to medium-sized companies that do not have a strong need for detailed reporting or customizations. If you are looking for a quality platform that makes it simple to communicate with customers via phone, fax, and text.

RingCentral Feature Ratings

Hosted PBX
Not Rated
Multi-level Interactive Voice Response (IVR)
5
User templates
8
Call reports
6
Directory of employee names
9
Answering rules
8
Call recording
9
Call park
8
Call screening
10
Message alerts
9
Video conferencing
Not Rated
Audio conferencing
8
Video screen sharing
Not Rated
Instant messaging
8
Mobile app for iOS
Not Rated
Mobile app for Android
5