RingCentral Contact Center

The Collaborative Contact Center solution from the industry

About RingCentral Contact Center

RingCentral Contact Center 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 Center'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 Center'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 Center'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

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to RingCentral Contact Center

Key benefits of RingCentral Contact Center

  • RingCentral Contact Center 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 Center 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 Center 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, United Kingdom, Ireland, Jersey, Japan, Netherlands, United States

    Supported Languages

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

    Pricing starting from:

    N/A

    • Free Version
    • Free Trial
    • Subscription

    Top 5 alternatives to RingCentral Contact Center

    Images

    RingCentral Contact Center Software - Flexible, user-friendly analytics
    RingCentral Contact Center Software - Up-to-the-minute information via easily customizable dashboards
    RingCentral Contact Center Software - Seamless integration between RingCentral and Salesforce CRM
    RingCentral Contact Center Software - 4
    RingCentral Contact Center Software - 5
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    RingCentral Contact Center video
    RingCentral Contact Center video
    RingCentral Contact Center Software - Flexible, user-friendly analytics
    RingCentral Contact Center Software - Up-to-the-minute information via easily customizable dashboards
    RingCentral Contact Center Software - Seamless integration between RingCentral and Salesforce CRM
    RingCentral Contact Center Software - 4
    RingCentral Contact Center Software - 5

    Features

    Total features of RingCentral Contact Center: 87

    • API
    • Activity Dashboard
    • Activity Tracking
    • Agent Interface
    • Alerts / Escalation
    • Archiving & Retention
    • Auto-Dialer
    • Automated Routing
    • Automatic Call Distribution
    • Automatic Outbound Dialer
    • Blended Call Center
    • CRM
    • Call Center Integration
    • Call Center Management
    • Call List Management
    • Call Logging
    • Call Monitoring
    • Call Recording
    • Call Reporting
    • Call Routing
    • Call Scripting
    • Call Tagging
    • Call Tracking
    • Call Tracking Metrics
    • Call Transcription
    • Call Transfer
    • Callback Scheduling
    • Caller ID
    • Caller Profiles
    • Campaign Management
    • Chat/Messaging
    • Chatbot
    • Collaboration Tools
    • Computer Telephony Integration
    • Conferencing
    • Contact Database
    • Contact Management
    • Conversion Tracking
    • Customizable Reports
    • Data Import/Export
    • Email Management
    • Event Triggered Actions
    • Fax Management
    • File Sharing
    • File Transfer
    • IVR / Voice Recognition
    • Inbound Call Center
    • Interaction Tracking
    • Keyword Tracking
    • Lead Management
    • List Management
    • Live Chat
    • Manual Dialer
    • Mobile Access
    • Monitoring
    • 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
    • Quality Management
    • Queue Management
    • Real Time Analytics
    • Real Time Data
    • Real Time Monitoring
    • Real Time Reporting
    • Real-Time Chat
    • Recording
    • Reporting & Statistics
    • Reporting/Analytics
    • Scheduled Recording
    • Single Sign On
    • Social Media Integration
    • Survey/Poll Management
    • Surveys & Feedback
    • Text to Speech
    • Third Party Integrations
    • Video Conferencing
    • VoIP Connection
    • Voice Mail
    • Workflow Management
    • Workforce Management

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    Reviews

    Overall rating

    4,3 /5
    (164)
    Value for Money
    4,0/5
    Features
    4,3/5
    Ease of Use
    4,3/5
    Customer Support
    4,3/5

    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 164
    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.

    Darian P.
    Overall rating
    • Industry: Insurance
    • Company size: 201-500 Employees
    • Used Daily for 1-5 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Likelihood to recommend 10.0 /10

    Review for RingCentral Contact Center

    Reviewed on 2021/07/12

    Pros

    We like that RingCentral has an extensive reporting system so that we can monitor efficiency of our call queues. Our management wanted to view realtime reports and graphs to show how our staff was working, which hours were peak hours and which hours needed more staff.

    Cons

    So far we do not have any complaints for using the software. Initial setup wise, our call queues were fairly complicated so we had to hire a third party to setup our call queues and directory structure. We felt that the initial setup through incontact was too complicated without utilizing outside help. Im not sure if there was a better way around this, however, such as more docs or such.

    To put into perspective, our migration from our previous, on-prem phone system to RC took about 3 months of setup. This included account creation, call tree creation, logic and voice recording for 8-9 different companies.

    Alternatives Considered

    Vonage Contact Center

    Reasons for Choosing RingCentral Contact Center

    We had reliability issues with Amazon Connect which required us to change. The feature set was also lacking, although we did appreciate the amount of integrations that were available through AWS. We switched from Mitel in part due to cost but also due to reporting. The reporting we were receiving from the phones were inaccurate which management asked us to resolve. We were unable to find a solution, so we had to transition phone providers. This was coming off several other instances of issues with Mitel not working correctly or features missing.

    Switched From

    MiCloud Connect

    Reasons for Switching to RingCentral Contact Center

    We chose ringcentral since we had started using ringcentral for a small office we also own. The setup was simple, our relationship was good and the price was comparable to other products. Making the switch had its fair share of difficulties but afterwards, the feature set was exactly what we had asked for.
    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.

    Aniss L.
    Overall rating
    • Industry: Professional Training & Coaching
    • Company size: 2-10 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Great overall solution for call centers

    Reviewed on 2022/04/21

    Overall very satisfied with this program as it is a really complete solution; I worked 16 years in...

    Overall very satisfied with this program as it is a really complete solution; I worked 16 years in call centers and used it for only 6 months during my last experience and I can definitely tell that I am really impressed compared to all the other call centers tools I used before in all my carreer;

    Pros

    Whatever your position, you can all work with it in a very efficient way, easily without any need to provide a training for it. Impressive really as it is so complete with anything you can need in a call center eather as the client or an outsourcer;

    Cons

    Sometimes, as any program, some bugs can happen when trying to type or some lags when trying to get reports out.

    Emma B.
    Overall rating
    • Industry: Construction
    • Company size: 51-200 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Ringcentral has changed the way our company operates

    Reviewed on 2021/07/22

    It has been great, I like that I can have it open on multiple devices at once. I often find myself...

    It has been great, I like that I can have it open on multiple devices at once. I often find myself using my desktop version to text and my cell phone to take calls. 10/10

    Pros

    It never fails. We have previously tried other telecommunication software which has caused us grief. In the 7 months that we have been using RingCentral, we have had little to no problems and it has streamlined a lot of our companies processes. I like that it supports MMS and I can send images as well as other forms of media through text to employees. There are plenty of other features that I probably haven't made the most out of yet but will sure get around to doing. I like the call recording aspect and the voicemail transcript.

    Cons

    I would like it if I could send batch text messages out to our employees to which they could respond to me only.

    Showing 5 reviews of 164 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 Center is available in three editions: Entry, Standard, Premium and Ultimate. Contact RingCentral for detailed pricing information.

    RingCentral Contact Center has the following typical customers:

    Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001-5 000

    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

    Related categories

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