Service Desk Supervisor's Perspective on RingCentral Contact Center
Updated September 05, 2023
Service Desk Supervisor's Perspective on RingCentral Contact Center
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with RingCentral Contact Center
RingCentral Contact Center is our call flow management system for use with our Service Desk. I supervise the Service Desk and so, personally, use it for monitoring our Service Desk analysts and running reports on metrics to help gauge efficiency. I do have some experience as well as an analyst and using it to answer and make phone calls and manage users/access.
- UI is fairly easy to use
- Makes is fairly easy to review and listen to calls
- Call tracking is easy
- Management of analysts is easy and fast
- Calls drop often
- Calls "refuse" at times with no apparent cause
- Metrics are hard to understand and read
- There have been outages with RC that have impacted our Service Desk fairly significantly and has been a source of frustration more than once. I'm not confident on it's reliability.
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?
No
Would you buy RingCentral Contact Center again?
Yes