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Contact Center solution with a lot of versatility
Updated August 23, 2023

Contact Center solution with a lot of versatility

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

Overall Satisfaction with RingCentral Contact Center

We use RingCentral Contact Center as our queue for service related calls. It allows us to place calls in a queue and answer them in order that we receive them. We also have chatting that is routed through the Contact Center.
  • Call Routing
  • Call Queues
  • Omnichannel
  • Interface looks out of date
  • Product is actually ran through Nice InContact
  • Support is poor
  • Less Data Entry, Time Saved
  • More Information at Agent's Fingertips
  • Easier call routing
RingCentral had the best uniform platform to blend our call center with our mobile users, had the best native contact center and a good Salesforce connection.

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

RingCentral Contact Center is great if you need omni-channel call/email/chat routing to many agents or amongst several different groups of users. They also have the ability to have different levels of support depending on the call or type of inbound contact. It also integrates very well with Salesforce which is a primary reason that we purchased it. It is a good solution if you are using RingCentral Office already, but it is less suited if you do not use RingCentral for your main phone system.

RingCentral Contact Center Feature Ratings

6.4
Agent dashboard
7
Validate callers
6
Outbound response
6
Call forwarding
5
Click-to-call (CTC)
7
Warm transfer
5
Predictive dialing
3
Interactive voice response
8
REST APIs
6
Call scripts
6
Call tracking
6
Multichannel integration
9
CRM software integration
9
7.6
Inbound call routing
8
Omnichannel inbound routing
5
Recording
10
Quality management
7
Call analytics
9
Historical reporting
10
Live reporting
7
Customer surveys
6
Customer interaction analytics
6
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using RingCentral Contact Center

We use the contact center to have our users go through an IRV menu and into queues or into an extension on the RingCentral office side. It works great for our agents and integrates into Salesforce.
ProsCons
Like to use
Well integrated
Feel confident using
Unnecessarily complex
Difficult to use
Requires technical support
Slow to learn
Cumbersome
Lots to learn
  • The ability to use a deskphone or desktop app is great
  • The reporting is great
  • Once you are up and running, it doesn't need much maintenance
  • Setting up the IVR
  • Updating settings/rules
  • Learning the system takes a lot of time