Item: RingCentral Contact Center
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use RingCentral Contact Center in order to route calls to the appropriate agents using skill-based routing. It's an omnichannel solution on an easy-to-use platform, both from the end-user perspective and a setup perspective. We use it for phone, chat, and SMS, and potentially looking to incorporate email as well. The easy-to-setup IVRs help direct contacts to the most suitable agent.

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.

Return on Investment

Creates greater efficiency in the call center.
Better retention as clients can communicate in their preferred manner.
Routes contacts efficiently and reduces shrinkage/increases occupancy.

Key Insights

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

Likelihood to Recommend

RingCentral Contact Center is well suited for large contact centers that desire an Omni Channel solution. It's best for organizations with a structured DBA team that can take advantage of the many features available by API without engaging RC support. It's easy for agents to use and rather intuitive, and getting connected remotely is also quite simple.

Ring Central Offers a Best in Class Contact Center Solution

Overall Satisfaction with RingCentral Contact Center