About RingCentral Contact Center
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.
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Key benefits of RingCentral Contact Center
Devices
Business size
Markets
Supported Languages
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Features
Total features of RingCentral Contact Center: 86
- API
- Activity Dashboard
- Agent Interface
- Alerts / Escalation
- Archiving & Retention
- Audio / Video Conferencing
- Auto-Dialer
- Automated Routing
- Automatic Call Distribution
- Blended Call Center
- CRM
- Calendar Management
- Call Center Integration
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Routing
- Call Scripting
- Call Tagging
- Call Tracking Metrics
- Call Transcription
- Caller ID
- Caller Profiles
- Campaign Management
- Chat/Messaging
- Chatbot
- Collaboration Tools
- Computer Telephony Integration
- Conferencing
- Contact Database
- Conversion Tracking
- Customizable Reports
- Data Import/Export
- Data Synchronization
- Distribution Management
- Employee Management
- Event Triggered Actions
- Fax Management
- Feedback Management
- File Sharing
- File Transfer
- Historical Trend Analysis
- IVR / Voice Recognition
- Inbound Call Center
- Interaction Tracking
- Keyword Tracking
- Lead Distribution
- Lead Management
- Live Chat
- Manual Dialer
- Mobile Access
- Multi-Channel Communication
- Multi-Channel Management
- Multi-User Collaboration
- Multiple Scripts
- On-Demand Recording
- Outbound Call Center
- Performance Management
- Phone Key Input
- Predictive Dialer
- Progressive Dialer
- Prospecting Tools
- Quality Management
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Reporting
- Real-Time Chat
- Recording
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Scheduled Recording
- Search/Filter
- Single Sign On
- Skills Tracking
- Social Media Integration
- Survey/Poll Management
- Surveys & Feedback
- Text to Speech
- Third Party Integrations
- Video Conferencing
- VoIP Connection
- Voice Mail
- Workforce Management
Alternatives
Five9
CloudTalk
VICIdial
Genesys Cloud
Reviews
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- Industry: Law Practice
- Company size: 2-10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great for Small Virtual Law Office
Reviewed on 2018/12/04
We have a small office without a live receptionist yet we need to have different call routing for...
We have a small office without a live receptionist yet we need to have different call routing for each person. I am able to configure the options for any variable (holidays, vacations, etc.).
Pros
Ring Central is very configurable for many situations. We have a small law office with people working remotely so we have different call flows for different people. Ring Central can handle the differences. Also, I love having the app so I can check voicemails directly from my cell device.
Cons
Because of the wide range of ways the call routing can be configured, it is somewhat difficult at the start to determine how to do it. However, Ring Central's customer service is always available and has always been able to help me when I call.
- Industry: Glass, Ceramics & Concrete
- Company size: 11-50 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Has everything you need at a great price
Reviewed on 2020/01/15
I had never heard of RingCentral until I started researching VOIP phone systems but now they are my...
I had never heard of RingCentral until I started researching VOIP phone systems but now they are my preferred option. Much more affordable than other companies and a lot of options.
Pros
RingCentral is a fantastic option for VOIP phones. The price is one of the most affordable options and it comes with a lot of features that allow for more calls to be directed to the correct lines.
Cons
The customer support team all seems to speak English as their second language which sometimes makes it difficult to get answers to questions.
- Industry: Marketing & Advertising
- Company size: 11-50 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 8.0 /10
Ring Central
Reviewed on 2021/02/11
My overall experience was with Ring Central Contact Center was great for the purposes that I was...
My overall experience was with Ring Central Contact Center was great for the purposes that I was allowed to use it for in my role.
Pros
We used Ring Central as a dialer augmentation to the main CRM dialer that we used. It was very easy to use to contact potential clients when other systems were down.
Cons
I was not exposed to the software's full featured potential based on the way that my company used it and how it was taught to me.
- Industry: Construction
- Company size: 2-10 Employees
- Used Daily for 1-5 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 0.0 /10
Delays in the call quality, terrible customer service, and extra charges
Reviewed on 2020/11/16
Terrible. They told me there would be no additional charges as I described how we would be...
Terrible. They told me there would be no additional charges as I described how we would be forwarding calls to an Australian admin when we signed the contract. The forwarded calls then didn't go through to our admin and were getting blocked. I reached out to customer service and they told me we needed to get white listed and sign a contract accepting liability for any fraud.
As I was getting that done, the service agent disappeared and a new agent took over and told me that wasn't the problem at all. Instead we needed to turn on international forwarding. That's when I learned that there was an additional charge per minute for each of those calls. I had confirmed multiple times with the account rep that there wouldn't be any additional charge when we signed the contract.
When I let their support team know what was happening, they told me I needed to talk to the account rep. Even though I told them our new startup was depending on taking these calls and getting this figured out, they never called me back. I reached out many times to support and they conveniently 'lost' all records of our calls and wanted me to start over in explaining what went wrong each time. Finally, they decided they wouldn't even send me the record of the chat so that I could more easily explain the problem the next time the didn't call me back.
Pros
It seems like it has a lot of options in its feature sets.
Cons
There were significant delays in the call which made it unusable in a business setting. We experienced 2 second delays, which made conversations very difficult.
- Industry: Insurance
- Company size: 2-10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Wonder Phone Cloud Based System
Reviewed on 2020/12/28
My overall experience has been extremely positive.
My overall experience has been extremely positive.
Pros
This is by far the best phone cloud based system on the market, that includes all of the features to supply the communication needs of small to large businesses
Cons
The pricing is a bit on the high end of the market would be my only complaint.
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:
- Starting from:
- Free Trial: Not Available
RingCentral Contact Centre is available in three editions: Entry, Standard, Premium and Ultimate. Contact RingCentral for detailed pricing information.
Q. What are the main features of RingCentral Contact Center?
We do not have any information about RingCentral Contact Center features
Q. Who are the typical users of RingCentral Contact Center?
RingCentral Contact Center has the following typical customers:
Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+
Q. What languages does RingCentral Contact Center support?
RingCentral Contact Center supports the following languages:
Chinese, English, French, German, Italian, Japanese, Portuguese, Spanish, Traditional Chinese
Q. Does RingCentral Contact Center support mobile devices?
RingCentral Contact Center supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does RingCentral Contact Center integrate with?
RingCentral Contact Center integrates with the following applications:
Box, Desk.com, Dropbox Business, Microsoft 365, Salesforce Service Cloud, ServiceNow, Zendesk
Q. What level of support does RingCentral Contact Center offer?
RingCentral Contact Center offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
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