Item: RingCentral Contact Center
Rating: 9
Author: Verified User

Overall Satisfaction with RingCentral Contact Center

Use Cases and Deployment Scope

We use RingCentral Contact Center MAX daily for out Call Center. The dashboard helps us to see phone activity, and we use Interactions to pull recorded calls as needed.

Pros and Cons

Pros

Dashboard
setting up a new agent
MVP - messaging

Cons

Allow supervisors to change phone status for agents
combine RingCentral Contact Center max and mvp keypad

Return on Investment

We have not seen a big difference on call handling data.
Messaging is easy to navigate.

AI Capabilities

We currently do not use AI. We are pursuing that and I know the impact with Voice Assistant is going to be huge. Member service levels should increase.

It provides channels for our members to communicate with us. Call conferencing with other support departments help us to solve member issues quickly. There has been no change in turnover since using RingCentral Contact Center.

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?

I wasn't involved with the selection/purchase process

Did implementation of RingCentral Contact Center go as expected?

Yes

Would you buy RingCentral Contact Center again?

Yes

Other Software Used

Glide, Orbipay Payments Hub

Likelihood to Recommend

Smaller team of agents I think it works well. The delay using presence sync is not the best. Sometimes RingCentral Contact Center Max and MVP calls come in at the same time.

RingCentral Contact Center Feature Ratings

Comments

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RingCentral Contact Center Max