RingCentral Contact Center

The Collaborative Contact Center solution from the industry

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.

Key benefits of RingCentral Contact Center

  • 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.

  • Devices

    Business size

    S M L

    Markets

    Australia, Brazil, Canada, China, Germany and 3 others, United Kingdom, Japan, United States

    Supported Languages

    Chinese, English, French, German, Italian and 4 others, Japanese, Portuguese, Spanish, Traditional Chinese

    Images

    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
    View 5 more
    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

    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

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    Reviews

    Overall rating

    4,3 /5
    (153)
    Value for Money
    4/5
    Features
    4,3/5
    Ease of Use
    4,3/5
    Customer Support
    4,4/5

    Already have RingCentral Contact Center?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 153
    Katherine l. T.
    Overall rating
    • Industry: Law Practice
    • Company size: 2-10 Employees
    • Used Daily for 2+ years
    • 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.

    Josiah H.
    Overall rating
    • Industry: Glass, Ceramics & Concrete
    • Company size: 11-50 Employees
    • Used Daily for 1-5 months
    • 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.

    Arthur thomas M.
    Overall rating
    • Industry: Marketing & Advertising
    • Company size: 11-50 Employees
    • Used Daily for 1-5 months
    • 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.

    Greg F.
    Overall rating
    • 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.

    Steven J.
    Overall rating
    • Industry: Insurance
    • Company size: 2-10 Employees
    • Used Daily for 2+ years
    • 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.

    Showing 5 reviews of 153 Read all reviews

    RingCentral Contact Center FAQs

    Below are some frequently asked questions for RingCentral Contact Center.

    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.

    We do not have any information about RingCentral Contact Center features

    RingCentral Contact Center has the following typical customers:

    Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

    RingCentral Contact Center supports the following languages:

    Chinese, English, French, German, Italian, Japanese, Portuguese, Spanish, Traditional Chinese

    RingCentral Contact Center supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    RingCentral Contact Center integrates with the following applications:

    Box, Desk.com, Dropbox Business, Microsoft 365, Salesforce Service Cloud, ServiceNow, Zendesk

    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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