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RingCentral - A good value
Updated August 22, 2023

RingCentral - A good value

Donald Mascola | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with RingCentral Contact Center

Used across the organization but primarily in our Customer Support Center.
  • 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)
  • Provided an excellent platform for a work at home environment
  • Reporting visibility and easy to manage inbound call skills
  • Excellent call quality
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.

Do you think RingCentral Contact Center delivers good value for the price?

Yes

Are you happy with RingCentral Contact Center's feature set?

Yes

Did RingCentral Contact Center live up to sales and marketing promises?

Yes

Did implementation of RingCentral Contact Center go as expected?

Yes

Would you buy RingCentral Contact Center again?

Yes

Very good solution for the small to medium sized call center.

RingCentral Contact Center Feature Ratings

9.4
Agent dashboard
10
Validate callers
10
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
9
Call tracking
8
Multichannel integration
10
CRM software integration
10
8.3
Inbound call routing
10
Omnichannel inbound routing
10
Recording
8
Quality management
7
Call analytics
7
Historical reporting
8
Live reporting
9
Customer surveys
9
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using RingCentral Contact Center

50 - Customer Support Center and Business Operations. Approximately 75 fully remote users based in North America.
4 - General IT and Telephony skills are required for both basic users and management personnel.
  • Customer Support
  • Associate training and coaching via the call recording features
  • Call trending analysis for staffing modeling
  • Call recording and coaching.
  • Combining with a post-call survey tool to measure CSAT
  • Automated call reporting delivered directly to our mailboxes
  • Looking for new ways to gather valuable business data all the time
It is a solid platform that is easy to use and provides the information I need to manage my area of the business.

Evaluating RingCentral Contact Center and Competitors

Yes
  • Cloud Solutions
  • Integration with Other Systems
  • Ease of Use
Ease of use and reporting functionality
Take a closer look at reporting customization as it could be a bit easier to implement.

RingCentral Contact Center Implementation

As I recall it was not a very cumbersome implementation and we were up and running as promised.
  • Implemented in-house
Change management was minimal - We migrated form a similar system so implementation was fairly smooth.
  • Doing it in the midst of the pandemic and switching to work from home

RingCentral Contact Center Support

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.
ProsCons
None
None
We do not have premium support.
As stated previously, have not had the need to contact support. To me this is a positive.

Using RingCentral Contact Center

Intuitive interface with plenty of premade reports. Easy to use system.
ProsCons
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Convenient
Feel confident using
Familiar
None
  • report creation
  • dashboard functionality
  • None come to mind