RingCentral Contact Center

RingCentral Contact Center

The Collaborative Contact Center solution from the industry

4.2/5 (772 reviews)

RingCentral Contact Center Overview

RingCentral Contact Centre is a multi-channel contact center platform designed to allow customers choose the way they wish to interact. The platform provides native support for voice, web chat, SMS, email, and fax, with the option to add social media. Advanced inbound and outbound media routing and distribution features enable businesses of all sizes to improve responsiveness with customers.

RingCentral Contact Centre’s integrated platform scales easily, allowing agent managers to add and eliminate agents on demand. The IVR (interactive voice response) system provides advanced routing functionality for both agent-based and self-service features. Customers are able to self-solve cases such account inquiries and bill pay, freeing up agents’ time to handle more complex issues. The solution comes with a skills-based ACD (automated call distribution) engine that matches requests to the agents that are best equipped for the case.

RingCentral Contact Centre’s My Agent eXperience (MAX) tool displays customer CRM details and caller information to agents, and offers CTI (computer telephony integration) screen pops that help reduce call-handling times and improve experiences. User-friendly analytics and reports present key metrics that help improve critical business decisions. Users can choose from pre-built reports, ad-hoc reports, and custom reports with up-to-the-minute data.

The platform offers various third-party integrations for joining customer data such as Salesforce, Google, Zendesk, Box, and various other popular CRM platforms. Outbound calling features enable sales, fundraising, collections and customer outreach with an outbound dialer that supports predictive, progressive, and preview dialing methods. RingCentral Contact Centre’s includes additional features such as call suppression for compliance, automated speech recognition, and text-to-speech in multiple languages.

Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Canada, United States

Supported Languages

English

RingCentral Contact Center Reviews

Overall rating
4.2/5
82% positive reviews
398
Excellent
235
Very good
94
Average
26
Poor
19
Terrible

Ring Central (the future phone)

Used Daily for 2+ years
Reviewed on 3/26/2019
Review Source: Capterra

Benefits from Ring Central for me are the recorded lines. I deal with a lot of chargebacks and unhappy customers at times. To deal with them I need to have facts of what they are telling me and none other than a recorded line will get me those facts of the conversations had earlier with other employees, to determine the outcome of the issue presented to me.

Pros

My favorite pro on Ring Central are all the lines are recorded and there is easy access to pull up those calls. You simply log into your account on ringcentral.com and all calls can be searched by day, time or phone number. You can save the recordings to your computer and send them where applicable. Another pro is the phone has bluetooth capability. I have hooked up my head set to Ring Centrals phone lines several times. You also can easily transfer calls, add a conference call (3-way calling) and put the phone on DND (Do Not Disturb) if busy. My current Ring Central phone has 4 incoming lines available to ring, although I usually only need 2 lines. My first and last name is also on my phone. You can also set up for your phone to have different ring tones for different people and keep a phone book available on the phone for easy access of calling the people you call the most.

Cons

I have found two cons for Ring Central: Since the phone runs off of internet, if the wifi signal goes down, so does the phone. Unfortunately you will need to wait until the wifi connects again for the phone line to become active again. I do believe there is way to hard wire the phone line as well where it is not connected to wifi. The second would be the recorded calls only go back as far as 3 months. Sometimes in business we need to go back a little further than 3 months.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10

My experience with Ring Central

Used Daily for 2+ years
Reviewed on 1/23/2019
Review Source: Capterra

Pros

We own a installation business that installs different products for 5-7 Big Box Home Improvement Centers. We bought a new home in a different area code and poor landline phone service. Changing your phone number with a Big Box company is difficult and produces a lag time in several areas including fax and invoice payments from the Big Box. Before the move I heard about Ring Central from a competitor Installer. Most of our work came in over a fax machine at that time and when we vacationed or spent days away from the office it was hard to continue business. With Ring central all faxes come over your phone, much like a email and you can forward them to the different subcontractors right from your cell phone, taking your office with you wherever you go. Additionally, we did not have to change our office land line number when we moved but with the cloud system offered thru Ring central we were able to have all land line calls come thru our cell phone in addition to calls generated by people dialing our cell phone number. All this at very reasonable prices. I do not have to pay for land line service or fax service, but am able to fax from my cell phone or computer. Ring Central has been a life saver and very convenient for my home business.

Cons

When talking to customers or coworker thru land line cloud phone numbers---If a call comes in over cell phone, the cell phone call takes leadership and often interupts cloud system calls in progress and disconnects calls over land line number. Inconvenient.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Ring Central for Medium Businesses

Used Daily for 6-12 months
Reviewed on 12/12/2018
Review Source: Capterra

We use RingCentral daily as our main phone system and we have a customer call center that uses the phone system very heavily. In general we have not had any major downtime with RingCentral but we do have the strange glitches that cause some users headaches trying to get the softphone to work correctly for them. The phone system works most of the time but because we use Plantronics headsets there can be some tricky configuration that users have difficulties with from time to time.

Pros

RingCentral Softphone app is similar to a cell phone which makes it easy for people to relate to the functions of the softphone app. We use Glip, the messaging system that is part of the RingCentral phone app every day and we particularly like the gif feature that allows you to search for gifs and post them to chat. I also like that you can have the RingCentral phone app on both your desktop or laptop computer and your cell phone and you can transfer calls between the two devices pretty easily. The contacts tab on the softphone app is also a great feature that allows us to search for anyone in the company's number easily and quickly and is a great improvement over our last voip system.

Cons

There are a lot of strange glitches with RingCentral that happen, like when a user cannot make or receive phone calls and the only way to fix the issue is to reboot the user's computer (only seen on Windows 7 computers).We have also had strange issue where a user is not logged into a queue and is set to busy or do not disturb as their status and they get missed calls even though their phone never rang. The support and web results for any issue you search for are not helpful and definitely seem to be filtered to make it seem that there are no issues with the RingCentral softphone app. I also do not like how the phone app will take over my keyboard when I get a call and stop me from completing whatever I was typing when the call came in.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

6.0/10

One of the most complete easy to use fully cloud solutions out there

Used Daily for 2+ years
Reviewed on 4/21/2018
Review Source: Capterra

If you are starting out, you might want to try a cheaper provider first, or bundle with Office 365 if you already have that. I know this is a solid solution. I've never had the chance to use anything else for VoIP, but I know this will get certainly get the job done well. I would have no reservations going into this at all if you need to make a quick decision. This company will be able to handle your system and do everything you need within reason.

Pros

No need to have anything but a desk phone, computer, or mobile device, and the internet to make it work. It is very feature-rich. They work with many phones, even others like Microsoft say are not compatible. If you have a bunch of old equipment that won't work with another cloud provider, RC will be one of your best bets to work with your hardware. If even they don't work with your devices, you probably need to get rid of your archaic technology. Provision is very quick and easy. Their chat support has less than a 10-minute wait, usually no wait. Their support is very capable. They handle all firmware upgrades automatically, at least with our VVX phones.

Cons

Cost much more than a locally-hosted system but I think if money is not an issue, it's much better to let your company do what it does best, and let RC do what it does best. Don't try to be a VoIP provider company just for yourselves. Let the pros do it (unless if you're a VERY large company maybe).
Don't pay crazy more for phones from them, just buy them on Amazon and provision them yourself in about three minutes. For rare, advanced problems, sometimes their support drops the ball and you need to contact your account manager. Sometimes he'll be out of the office for several days though. Anytime we've had more than two phones down, they have been able to solve our problems by the next morning, even for CRAZY issues. Most of the time support is very great and I recommend it.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10

Expensive, but worth it if you abuse the system.

Used Daily for 1+ year
Reviewed on 2/9/2018
Review Source: Capterra

We are able to easily communicate (and keep track of our communications) in voice and text from opposite sides of the world without anyone calling in having any indication that we're not all in the same time zone.

Pros

RingCentral allows a far-flung Internet-based company to act like a local company in terms of having a local number to call (and call from), while allowing you to quickly and flawlessly transfer callers between extensions even if those extensions are on opposite sides of the planet. It also records all of your texts and calls, allowing you to download and save them for future needs, which is vital in any litigation-sensitive business like property management.

On the level of an individual worker, the ability to mix and match a SoftPhone (on your PC), the RingCentral app (on your mobile device), plus seamlessly forward calls from your landline *and* make a VoiP call that then forwards *your end* of that call to your landline and allows you to have the conversation over the phone like normal.

Cons

Really, the only problem with RingCentral is the price. The price per person per month is steep enough that a smaller company has to really be careful with who they give extensions to, and the limitation to two SoftPhone installs per extension means you can't really use an extension for a whole department or team. Right now, for example, my Marketing team has 3 full-time and 1 part-time worker, but the company can only afford one extension for all of the marketing, so I can't even install a SoftPhone on my desktop and my laptop, because the other one of our SoftPhones is installed on a computer in the Philippines so that we have multiple people who can answer the phone in case one is busy.

Oh, and I have had occasional problems where texting a RingCentral number from a service like Google Voice will flat-out not work, and we can't figure out why. But that's a really minor complaint, all things considered. :)

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10

RingCentral Contact Center Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

RingCentral Contact Centre is available in three editions: Basic, Advanced and Ultimate.

Contact RingCentral for detailed pricing information.

RingCentral Contact Center Features

  • API
  • Activity Dashboard
  • CRM Integration
  • Chat
  • Contact History
  • Reporting & Statistics
  • Social Media Integration
  • Surveys & Feedback
  • Third Party Integration

  • Automatic Notifications
  • Customizable Branding
  • Email Integration
  • Instant Messaging
  • Knowledge Base
  • Monitoring
  • Multi-Channel Communication
  • Prioritizing
  • Real Time Monitoring
  • Ticket Management
  • Workflow Management

Additional information for RingCentral Contact Center

Key features of RingCentral Contact Center

  • 3rd party integrations
  • Advanced IVR
  • Advanced agent management
  • Automatic call distribution
  • CRM Integration
  • CRM integrations
  • Campaign management
  • Chat, email, social media
  • Data directed routing
  • Email routing
  • Historical reporting
  • Hotkeys
  • Inbound Reporting
  • Multi-Part Conferencing
  • Multi-channel communication
  • Open platform with API / SDK
  • Optional speech recognition
  • Optional workforce management
  • Outbound Reporting
  • Outbound campaign management
  • Ports/agent
  • Predictive & progressive dialer
  • Preview dialer
  • Queue-based routing
  • Real-time dashboards
  • Real-time reporting
  • Skills-based routing
  • Social media
  • Standard IVR & ACD
  • Supervisory features
  • Toll-free, local, and vanity numbers available
  • VoIP
  • Voice
  • Wallboard support
  • Web chat routing
  • White glove implementation service

Benefits

  • RingCentral Contact Centre allows customers to reach agents on the channel of their choice, whether via voice, web chat, social media, email, SMS or fax.

  • Remote agents using RingCentral Contact Centre can log onto the platform from anywhere that has an internet connection.

  • Organizations with seasonal demand have the ability to add and remove agents as needed.

  • Scheduling, tracking, and training agents are provided with a comprehensive suite of tools for workforce management and optimization.

  • RingCentral Contact Centre offers integration with third party applications from Salesforce, Google, Zendesk, Box, and more.

  • RingCentral Contact Center FAQs

    Below are some frequently asked questions for RingCentral Contact Center.

    Q. What type of pricing plans does RingCentral Contact Center offer?

    RingCentral Contact Center offers the following pricing plans:

    Pricing model: Subscription

    Free Trial: Available

    RingCentral Contact Centre is available in three editions: Basic, Advanced and Ultimate.

    Contact RingCentral for detailed pricing information.

    Q. What are the main features of RingCentral Contact Center?

    RingCentral Contact Center offers the following features:

    • 3rd party integrations
    • Advanced IVR
    • Advanced agent management
    • Automatic call distribution
    • CRM Integration
    • CRM integrations
    • Campaign management
    • Chat, email, social media
    • Data directed routing
    • Email routing
    • Historical reporting
    • Hotkeys
    • Inbound Reporting
    • Multi-Part Conferencing
    • Multi-channel communication
    • Open platform with API / SDK
    • Optional speech recognition
    • Optional workforce management
    • Outbound Reporting
    • Outbound campaign management
    • Ports/agent
    • Predictive & progressive dialer
    • Preview dialer
    • Queue-based routing
    • Real-time dashboards
    • Real-time reporting
    • Skills-based routing
    • Social media
    • Standard IVR & ACD
    • Supervisory features
    • Toll-free, local, and vanity numbers available
    • VoIP
    • Voice
    • Wallboard support
    • Web chat routing
    • White glove implementation service

    Q. Who are the typical users of RingCentral Contact Center?

    RingCentral Contact Center has the following typical customers:

    Large Enterprises, Mid Size Business, Small Business

    Q. What languages does RingCentral Contact Center support?

    RingCentral Contact Center supports the following languages:

    English

    Q. What type of pricing plans does RingCentral Contact Center offer?

    RingCentral Contact Center has the following pricing plans:

    Subscription

    Q. Does RingCentral Contact Center support mobile devices?

    We do not have any information about what devices RingCentral Contact Center supports

    Q. What other apps does RingCentral Contact Center integrate with?

    RingCentral Contact Center integrates with the following applications:

    Box, Dropbox, Freshdesk, Office 365, RingCentral, Salesboom CRM, Salesmate, ServiceNow, Workato, Zendesk

    Q. What level of support does RingCentral Contact Center offer?

    RingCentral Contact Center offers the following support options:

    Online Support, Phone Support