Item: RingCentral Contact Center
Rating: 8
Author: Kayte Moore

Use Cases and Deployment Scope

We use RingCentral Contact Center to make and take client calls on our cell phones if we cannot use our desk phones. We also use RingCentral Contact Center to record calls, play back voicemails, and send and receive texts messages. We can do all of this through RingCentral Contact Center and disguise our personal cell numbers with our office numbers.

Pros and Cons

Send and receive texts from your device, browser or desktop application
Make calls without divulging personal number
Receive and review voicemails
Record and play back calls

I would like to be able to text from our main office line rather than only my office direct line, so I can keep my direct line private
I wish it was easier for all users to be able to toggle between calls ringing at their desk phone and cell phone
It would be nice if the process to add other team member's numbers to our desk phone screen was easier

Return on Investment

The business is able to take on clients that need after hours assistance because we have a way to communicate
We are able to offer multiple forms of communication, which may attract more clients to our office
We don't have to purchase separate call recording technology as each user has a built in call recording system that all users can monitor for each other

Alternatives Considered

Ruby Virtual Receptionist Services and LEX Reception

When using Ruby and Lex, we utilized their actual human receptionists to receive and transfer calls, and used RingCentral for calls/texts on personal cell phones. Now we use our own in house receptionist and still use RingCentral the same way we always did, but we also now use RingCentral for our voicemail. It works well!

Key Insights

Do you think RingCentral Contact Center delivers good value for the price?

Not sure

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?

I wasn't involved with the implementation phase

Would you buy RingCentral Contact Center again?

Yes

Other Software Used

Slack, Google Calendar, Dropbox Business

Likelihood to Recommend

It's nice to have RingCentral Contact Center, especially when the internet goes down at the office, because the admin account can switch calls to ring on everyone's cell phones so we are still operational. RingCentral Contact Center is also nice when you have a client who needs assistance after hours but you don't want them to have your personal phone number.

Convenient for after hours calls and texts!

Overall Satisfaction with RingCentral Contact Center