RingCentral Contact Center

The Collaborative Contact Center solution from the industry

4,3 /5 (148 reviews) Write a Review!

RingCentral Contact Center Overview

What is 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.

RingCentral Contact Center Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Subscription
Value for money

RingCentral Contact Centre is available in three editions: Entry, Standard, Premium and Ultimate.

Contact RingCentral for detailed pricing information.


RingCentral Contact Center Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 3 others, Japan, Germany, Brazil
Supported Languages
Chinese (Simplified), Chinese (Traditional), English, French, German and 4 others, Italian, Japanese, Portuguese, Spanish

Media

Flexible, user-friendly analytics
Up-to-the-minute information via easily customizable dashboards
Seamless integration between RingCentral and Salesforce CRM
Transform customer engagement with Collaborative Contact Centre technology
RingCentral Contact Center video RingCentral Contact Center screenshot: Flexible, user-friendly analytics RingCentral Contact Center screenshot: Up-to-the-minute information via easily customizable dashboards RingCentral Contact Center screenshot: Seamless integration between RingCentral and Salesforce CRM RingCentral Contact Center screenshot: Transform customer engagement with Collaborative Contact Centre technology

RingCentral Contact Center Reviews

RingCentral Contact Center Reviews

Overall rating
4,3
/
5
Excellent
80

Very good
44

Average
16

Poor
5

Terrible
3

Value for Money
4
Features
4,3
Ease of Use
4,3
Customer Support
4,4
84% recommended this app
Katherine l. T.

Great for Small Virtual Law Office

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.).


Josiah H.

Has everything you need at a great price

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.


Sean D.

Incredible call center alternative (especially when working from home)

Ringcentral is incredible for my small team and has been crucial in keeping us [productive while working from home during the pandemic. Users can call support and each of us gets a notification and the opportunity to answer the call from our computer. Further, it is great for setting up interviews as it's as easy as sending out a link. I couldn't recommend this more to support teams as it has everything you need to help customers along their way when they have an issue.


Greg F.

Delays in the call quality, terrible customer service, and extra charges

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.


Lucy C.

Very organized tool

Overall is good. If RingCentral has the dark theme that will be great.


Katherine l. T.
Industry: Law Practice
Company size: 2-10 Employees

Great for Small Virtual Law Office

Used Daily for 2+ years
Reviewed on 2018/12/04
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Josiah H.
Industry: Glass, Ceramics & Concrete
Company size: 11-50 Employees

Has everything you need at a great price

Used Daily for 1-5 months
Reviewed on 2020/01/15
Review Source: SoftwareAdvice

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Sean D.
Industry: Computer Software
Company size: 11-50 Employees

Incredible call center alternative (especially when working from home)

Used Daily for 6-12 months
Reviewed on 2020/11/24
Review Source: Capterra

Ringcentral is incredible for my small team and has been crucial in keeping us [productive while working from home during the pandemic. Users can call support and each of us gets a notification and the opportunity to answer the call from our computer. Further, it is great for setting up interviews as it's as easy as sending out a link. I couldn't recommend this more to support teams as it has everything you need to help customers along their way when they have an issue.

Pros

Great features for a small/mid size team
Great call clarity
Incredible management of calls when working from home
Fast support and assistance with issues

Cons

Not many to speak of. It does what it does and it does it well. I have not had an issue arise that wasn't resolved in a day since it was deployed

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Greg F.
Industry: Construction
Company size: 2-10 Employees

Delays in the call quality, terrible customer service, and extra charges

Used Daily for 1-5 months
Reviewed on 2020/11/16
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

Lucy C.
Industry: Machinery
Company size: 51-200 Employees

Very organized tool

Used Daily for 1-5 months
Reviewed on 2020/09/09
Review Source: Capterra

Overall is good. If RingCentral has the dark theme that will be great.

Pros

It has GIF that we can choose what we like instead of displaying random GIF. RingCentral group the images, files, pinned items together which is very easy to find the info.

Cons

When the same person leaves the message, it doesn't get added into the same paragraph like Google Chat, it will show multiple lines. And it has the function for like/unlike only, we don't have choose to pick the reactions for the message, for instance, reaction of happy, shock, or lol.

Rating breakdown

Ease of Use

Likelihood to recommend: 8.0/10

User recommendation
8,3/10
Based on 148 user ratings
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RingCentral Contact Center Pricing

RingCentral Contact Center Pricing

Starting from
N/A
Free Trial
Subscription
Value for money

RingCentral Contact Centre is available in three editions: Entry, Standard, Premium and Ultimate.

Contact RingCentral for detailed pricing information.

RingCentral Contact Centre is available in three editions: Entry, Standard, Premium and Ultimate.

Contact RingCentral for detailed pricing information.

Value for Money
4/5
Based on 148 user ratings
Compare value for money rating with alternatives
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RingCentral Contact Center Features

RingCentral Contact Center Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4,3/5
Based on 148 user ratings
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Categories

Additional information for RingCentral Contact Center

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

    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: Entry, Standard, Premium 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:

    Small Business, Large Enterprises, Mid Size Business

    Q. What languages does RingCentral Contact Center support?

    RingCentral Contact Center supports the following languages:

    Chinese (Simplified), Chinese (Traditional), English, French, German, Italian, Japanese, Portuguese, Spanish

    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:

    Dropbox Business, Freshdesk, HaloITSM, Microsoft 365, Salesboom CRM, Salesmate, ServiceNow, Workato, Zendesk, improveit 360

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

    RingCentral Contact Center offers the following support options:

    Phone Support, Online Support, FAQs, Forum, Knowledge Base, Video Tutorials