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An optimum product to serve the customers better
Updated August 27, 2023

An optimum product to serve the customers better

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

Overall Satisfaction with RingCentral Contact Center

We use Ring Central Contact Center to manage customer conversations and resolve their problems efficiently. Ring Central Contact Center addresses the functionality of using the different communication channels of customer's choice so that the initial customer satisfaction is achieved, and customers can efficiently provide details of the problems they are facing so that the resolution time is also high.
  • It has many communications channels for the customers to choose at their ease.
  • Managing the handover of the calls/messages between the team for better resolution.
  • Automated acknowledging of calls/requests.
  • It does not efficiently prioritize the customer queries. Team engagement for prioritized calls is not fully supported.
  • Reducing the waiting time after the menu options is communicated to the customer.
  • Integrating with AI technology.
  • With more satisfaction of the customers, they have increased contacting us for help.
  • Reduced the administration time for forwarding calls based on manual discussions.
  • Improved team collaboration.
The user interface of the Ring Central Contact Center is much better than others. Also, the price and cost of implementing, using, and maintaining the product are comparatively lower than others. So, a maximum set of features according to the cost and price. Other than that, the training required for the team and the support agents is also not much required.

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?

I wasn't involved with the implementation phase

Would you buy RingCentral Contact Center again?

Yes

When a customer makes a call to the company via Ring Central Contact Center, it provides as many as possible menu options for the user to navigate to a specific team in the organization. So, it reduces the probability of directing the call to an irrelevant team, which will make the customer disappointed, and unsatisfied with the organization.

RingCentral Contact Center Feature Ratings

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

Using RingCentral Contact Center

RingCentral Contact Center is not just only an app or platform which allows the company to manage the telephone calls, messaging functions, social media and emails, but also allows advanced features like the possibility of easy integration with other industrial systems, and customer/call analysis functions as well. It also supports and included with AI technology as well into some extent.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Inbound and outbound calling
  • Live chat
  • Skills based routing of calls
  • Automatic call back
  • Workforce/agent management
  • Speech and text analysis
  • Scripting
Yes, but I don't use it