Item: RingCentral Contact Center
Rating: 9
Author: Brian Silletti

Use Cases and Deployment Scope

We use RingCentral Contact Center on our Store Support help desk for ACD and call routing based on options entered by the customer into the menu prompts.

Pros and Cons

Call routing.
User status.
Call prioritization based on options entered.
Skill grouping.

Requires a second contract for phone provisioning.

Return on Investment

Reduction in wrong dept/user getting routed a call.
Insight into tech's talk time and not ready status.

AI Capabilities

We have not leveraged any of Ring Centrals AI capability as we plan to move away from using them

Communications Performance

We have only utilized the VoIP ACD solution which when it is working is fine, but is missing a lot of IVR integrations with call tracking software like SalesForce and JIRA

Alternatives Considered

Cisco Finesse and 8x8 Contact Center

The cost was much lower than Cisco, but functionality and usability were the same. The cost was the deciding factor for our business.
8x8 is cheaper and has much more fucntionality

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?

No

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

No

Did implementation of RingCentral Contact Center go as expected?

I wasn't involved with the implementation phase

Would you buy RingCentral Contact Center again?

No

Very versatile software that is easy to configure the menus and ring groups. Good for assigning skill levels to users/extensions and questions to the menu prompts (i.e if the store is completely down, you can assign a higher priority in the queue and make it ring to only level 3 technicians or leads, and password resets gets assigned the lowest priority and only rings to level 1 and 2 assigned users/extensions).

Users and Roles

14 - They provide remote support for the store end users

Support Headcount Required

3 - VoIP admin and help desk management team

Business Processes Supported

Auto Attendant
ACD Call routing
Calling and receiving VoIP calls
Vanity number procurement

Innovative Uses

None

Future Planned Uses

No intention of expanding role with Ring Central.
Numerous production and support issues
Lack of steady account management

Likelihood to Renew

1

We have no intention of renewing our contract with Ring Central. We have had multiple outages in the past 2 years. We have been without an account manager for the past 4 months and the resolution of open issues takes 2-3 months. We were being misbilled for cancelled services for almost 12 months. We are not satisfied with the quality, support, or price of the service.

Products Replaced

No

Evaluation Lessons Learned

We are planning on cancelling our Ring Central service and migrating the ACD to 8x8 for a cost reduction, better support, better account management, and more out of the box integration with JIRA and SalesForce

Support Rating

2

Support help desk was not informed of changes and response to issues extremely slow. We have been having an issue for 2+ months without resolution

RingCentral Contact Center Customer Support Pros and Cons

Pros	Cons
Quick Initial Response	Slow Resolution Poor followup Less knowledgeable Problems left unsolved Not kept informed Escalation required Difficult to get immediate help Need to explain problems multiple times

Premium Support

No, decision was made prior to me starting with the organization

Bug Resolution

Yes - No, we have had an issue with integration of their ACD with Fuze since December after they made IP changes and they have been unable to resolve the issue since then even after Fuze added the new IP addresses and ports provided by Ring Central to the firewall whitelist

Exceptional Examples of RingCentral Contact Center Support

never experienced exceptional support from Ring Central

Ring Central Review - End User/Supervisor

Overall Satisfaction with RingCentral Contact Center