Item: RingCentral Contact Center
Rating: 9
Author: Chris Olsen

Use Cases and Deployment Scope

We use RingCentral Contact Center as our primary phone system for all of our employees. As a company that's focused on customer service/sales, this is a very important aspect of our business. RingCentral Contact Center provides a dependable platform for us to build our outward-facing business on, as well as communication within the office. It also integrates well with the backend of our website/ERP, allowing us to better track data and manage our inbound call load.

Pros and Cons

Reliability: Our previous service was prone to outages, RingCentral Contact Center has been rock solid as long as we've used it.
Integration: Our IT team was able to build a custom RingCentral Contact Center dashboard on our website for our salespeople to manage inbound/ outbound calling. From there we were able to send call data directly into activities in our ERP (Acumatica).
Ease of use: It works well whether in the office or WFH (which many employees do regularly.

To my knowledge, you are not able to save multiple voicemail greetings. That would be nice to have various out-of-office messages saved, as well as being able to revert to your default.
Maybe some more customizability in the settings, but that's a minor thing. In general, it just works well for what we need it to do.

Return on Investment

Elimination of downtime. Our previous provider (ShortTel/Mitel) had at least 2 major outages per year. It's been smooth sailing with the RingCentral Contact Center!
Our company has seen 10% + growth over the last few years since switching to the RingCentral Contact Center. I'm sure the improvements in our uptime/backend integration have contributed to that growth on the sales front.
We have been able to seamlessly add/remove seasonal staff as needed to better support our busy season demand. This has had an impact on our overall customer satisfaction.

AI Capabilities

This is not something that we have taken advantage of yet, but I hope that we will in the future.

Communications Performance

I'll repeat some of what I've said already in answer to this question. The reliable, easy-to-use system has enabled all of our employees to better work together to address inbound customer service issues, as well as mount a more effective outbound sales calling campaign. We are able to do more with fewer employees due to the integration and efficiency of the software.

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

Acumatica, Microsoft 365, Manhattan Active® Warehouse Management

Likelihood to Recommend

I think RingCentral Contact Center could be well suited to any workplace. I think it does well in the reliability and ease of use departments, and that covers 90% of what you need from a phone system. The added modern integration benefits are the cherry on top! I'm not sure how the pricing model works, so maybe that would be the only limiting factor as far as scenarios where RingCentral Contact Center would not be as well suited.

RingCentral Contact Center: A Solid Communication Foundation for a Successful Customer-Focused Business

Overall Satisfaction with RingCentral Contact Center