Item: RingCentral Contact Center
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

The RingCentral Contact Center was used as a secondary call center management utility within the company as an extended proof-of-concept, to try and streamline and properly report/manage the 40plus agents making and receiving calls as part of three separate campaigns we were running. It really helped us streamline all of this, and I am looking forward to using it in further campaigns.

Pros and Cons

Reporting of agent activities.
Balancing call volumes across agents.

The initial configuration and setup from purchase to goLive was a struggle.

Return on Investment

Streamlined the management side of call center.
Ensuring agents are performing, and provide visibility.
ROI wasn't quite what we were hoping, but was still a net positive.

Alternatives Considered

FreePBX and Fuze

RingCentral Contact Center was one of our frontrunner software for the small-scale deployment that was performed, and it's a strong contender for future campaigns we are planning to run.

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?

I wasn't involved with the selection/purchase process

Did implementation of RingCentral Contact Center go as expected?

Would you buy RingCentral Contact Center again?

Yes

Other Software Used

FreePBX, Fuze

Likelihood to Recommend

If your company needs a complete platform, RingCentral plus their Contact Center utility are a great fit. However, if you already have an in-house (or cloud) telephony provider, it can be a bit of effort to get everything working together nicely.

Great tool if you're starting fresh!

Overall Satisfaction with RingCentral Contact Center