Item: RingCentral Contact Center
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We were using Avaya Aura contact center but realised management costs are very high thus, we were looking for a cloud-based solution. After carefully comparing multiple solutions we selected RingCentral as we were using their calling solution and were impressed by their calling solution. We are using their Omnichannel contact centre solution.

Pros and Cons

Work Force management
CRM integrations
Omnichannel Contact Center
Chatbots

Sometimes call drop
Need more customization in call queuing
Costly compared to Avaya

Return on Investment

Reduced our management/Operations costs
Increased our Uptime
Better first contact resolution

AI Capabilities

We are using their chatbots and are very happy with them. It has increased the inflow of requests and customers are able to solve most of their basic requests themselves thus saving our agents and increasing productivity. We are now able to utilise our agents in a more profound manner.

Communications Performance

With chatbots, we have been able to automate easier queries. This has increased our capacity to handle more requests and customers can solve most of their requests via self-service thus saving our agents time. This has lowered our OPEX; Moreover, reduced our maintenance costs due to the cloud-delivered solution.

Alternatives Considered

Webex Contact Center, Genesys Cloud CX, NICE CXone and Avaya Call Center Elite

Ring Central is one of the most simplified contact centre solutions in the market. They have multiple contact centers including one in partnership with Nice CXOne. One difference I have seen in all these solutions is the level of support. Cisco leads in support but they have their issues. RingCentral is a leader in cloud-based calling and we have been using it for some time thus it made good sense for us to use it.

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?

Yes

Did implementation of RingCentral Contact Center go as expected?

Yes

Would you buy RingCentral Contact Center again?

Yes

Other Software Used

Cisco Secure Network Analytics, Cisco Secure Endpoint, Cisco ASA 5500-X with FirePOWER Services, Cisco Firepower 1000 Series, Cisco Firepower 2100 Series, Cisco Firepower 4100 Series, Cisco Firepower 9300 Series, ThousandEyes, Talos ATS, Cisco 4000 Series Integrated Services Routers (ISR 4000), Cisco Umbrella, Palo Alto Networks Prisma Cloud, Palo Alto Networks Cortex XDR, Webex Calling

Likelihood to Recommend

If someone is looking for a simple, easy-to-setup contact center, Ring Central is the way forward. They might lack very advanced contact center features like Avaya but most customers want simple solutions which can be easy to manage and run and save on management costs. We would have liked them to add some more complex call queuing scenarios.

Good Contact center - Can be Great!

Overall Satisfaction with RingCentral Contact Center