Overview
What is RingCentral Contact Center?
RingCentral Contact Center is an AI-first contact center offers a set of cloud-based software plans with basic features including support for inbound and outbound call centers and IVR and ACD capabilities. Advanced features include analytics, real-time call reporting, workforce optimization…
RingCentral Contact Center review
Great Set of Features for a Reasonable Price
The Key to Our Company’s Daily Operation
RingCentral Contact Center: A Solid Communication Foundation for a Successful Customer-Focused Business
Sales Person RingCentral Review
Ring Central Review - End User/Supervisor
Good Contact center - Can be Great!
Service Desk Supervisor's Perspective on RingCentral Contact Center
An optimum product to serve the customers better
Contact Center solution with a lot of versatility
Amazing contact center solution with great features
RingCentral - A good value
Convenient for after hours calls and texts!
Is a lot more than just a Contact Center
How RingCentral Contact Center Differs From Its Competitors
AI Capabilities
Communications Performance
Communications Performance
AI Capabilities
Communications Performance
AI Capabilities
Communications Performance
AI Capabilities
Communications Performance
AI Capabilities
Communications Performance
AI Capabilities
Communications Performance
AI Capabilities
Communications Performance
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Call forwarding (17)8.888%
- Inbound call routing (16)8.383%
- Outbound response (16)8.383%
- Recording (16)8.383%
Reviewer Pros & Cons
Pricing
What is RingCentral Contact Center?
RingCentral Contact Center is an AI-first contact center offers a set of cloud-based software plans with basic features including support for inbound and outbound call centers and IVR and ACD capabilities. Advanced features include analytics, real-time call reporting, workforce optimization…
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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What is Broadvoice?
Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.
Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 7.6Agent dashboard(15) Ratings
Enables agents to track and view their individual and team performance.
- 7.2Validate callers(10) Ratings
Authenticates inbound callers with a customer ID.
- 8.3Outbound response(16) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.8Call forwarding(17) Ratings
Forwarding of calls to the appropriate agents.
- 8.3Click-to-call (CTC)(9) Ratings
Allows one-click calling for agents.
- 8Warm transfer(10) Ratings
Allows current agent to speak with new agent before call is transferred.
- 6.9Predictive dialing(5) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.5Interactive voice response(9) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 8REST APIs(7) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 6.7Call scripts(10) Ratings
Providing agents with a predefined conversation script.
- 8.8Call tracking(10) Ratings
Enables agents and managers to see the origin of the call.
- 6.6Multichannel integration(10) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 6.3CRM software integration(10) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 8.3Inbound call routing(16) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 7.7Omnichannel inbound routing(10) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8.3Recording(16) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 7.1Quality management(14) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 7.1Call analytics(15) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 6Historical reporting(15) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 7.1Live reporting(13) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 5.1Customer surveys(7) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 4.1Customer interaction analytics(6) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Competitors
- Tech Details
- FAQs
What is RingCentral Contact Center?
RingCentral Contact Center Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Multichannel integration
- Supported: CRM software integration
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer surveys
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Live chat channel
- Supported: Social media channels
- Supported: Mobile applications
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
RingCentral Contact Center Competitors
- Talkdesk
- Genesys Cloud CX
- Twilio Flex
RingCentral Contact Center Technical Details
Operating Systems | Unspecified |
---|---|
Mobile Application | No |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(75)Attribute Ratings
Reviews
(1-19 of 19)RingCentral Contact Best for Meduium Size Businesses
- Call Recording and call quality
- SMS Communication
- Live Monitoring
- Their customer service
- Their reporting
- Understanding the Billing Info
RingCentral Contact Center review
- Simple to use
- Easy to maintain
- provides quick scaling as organizations needs change
- Queue Templates needs to be able to copy custom rules to allow for quick changes
- Provide better training for reporting in the contact center and Ring MVP
- Screen agent, omnichannel etc. accounts need to be able to be combined to allow access instead of needing multiple accounts for different functions.
Great Set of Features for a Reasonable Price
- Customer Service
- Voice Quality
- Notifications
- Call flow
- Intuitive apps
- Custom Voice messages of higher quality
- MMS messaging with media
- Easier interface for admin panel
The Key to Our Company’s Daily Operation
- Creation of teams for group communication
- File retention in direct and group messages
- Transcript of voicemails for quick and easy review
- Ease of forwarding and sharing messages
- Cross-functionality with Evernote would be fantastic
- Group replies to larger messages to clean up “reply-all” type responses
- Incorporate Outlook contacts
RingCentral Contact Center: A Solid Communication Foundation for a Successful Customer-Focused Business
- Reliability: Our previous service was prone to outages, RingCentral Contact Center has been rock solid as long as we've used it.
- Integration: Our IT team was able to build a custom RingCentral Contact Center dashboard on our website for our salespeople to manage inbound/ outbound calling. From there we were able to send call data directly into activities in our ERP (Acumatica).
- Ease of use: It works well whether in the office or WFH (which many employees do regularly.
- To my knowledge, you are not able to save multiple voicemail greetings. That would be nice to have various out-of-office messages saved, as well as being able to revert to your default.
- Maybe some more customizability in the settings, but that's a minor thing. In general, it just works well for what we need it to do.
Sales Person RingCentral Review
- Inbound calls
- Mobile app
- Voice message email notification transcriptions
- push out of patches
also for outbound/inbound calls through the mobile app for when you are on the go
less useful = large volumes of calls as I don’t think there is a notes section
Ring Central Review - End User/Supervisor
- Call routing.
- User status.
- Call prioritization based on options entered.
- Skill grouping.
- Requires a second contract for phone provisioning.
Good Contact center - Can be Great!
- Work Force management
- CRM integrations
- Omnichannel Contact Center
- Chatbots
- Sometimes call drop
- Need more customization in call queuing
- Costly compared to Avaya
Service Desk Supervisor's Perspective on RingCentral Contact Center
- UI is fairly easy to use
- Makes is fairly easy to review and listen to calls
- Call tracking is easy
- Management of analysts is easy and fast
- Calls drop often
- Calls "refuse" at times with no apparent cause
- Metrics are hard to understand and read
An optimum product to serve the customers better
- It has many communications channels for the customers to choose at their ease.
- Managing the handover of the calls/messages between the team for better resolution.
- Automated acknowledging of calls/requests.
- It does not efficiently prioritize the customer queries. Team engagement for prioritized calls is not fully supported.
- Reducing the waiting time after the menu options is communicated to the customer.
- Integrating with AI technology.
Contact Center solution with a lot of versatility
- Call Routing
- Call Queues
- Omnichannel
- Interface looks out of date
- Product is actually ran through Nice InContact
- Support is poor
Amazing contact center solution with great features
- Setting up call queues
- campaigns
- mobile application
- call forward
- Third party integrations
RingCentral - A good value
- Call Handling
- Call Recording
- Integration with Salesforce ERP
- Reporting functionality is "clunky"
- Systemwide outages have occurred
- Call answering not always quick (i.e. call drops before you can grab it)
Convenient for after hours calls and texts!
- Send and receive texts from your device, browser or desktop application
- Make calls without divulging personal number
- Receive and review voicemails
- Record and play back calls
- I would like to be able to text from our main office line rather than only my office direct line, so I can keep my direct line private
- I wish it was easier for all users to be able to toggle between calls ringing at their desk phone and cell phone
- It would be nice if the process to add other team member's numbers to our desk phone screen was easier
Is a lot more than just a Contact Center
- They have an app so you do not miss any calls or messages from your customers or leads.
- RingCentral has everything you need especially if you're working remotely. Therefore, you do not need to use other software.
- They automatically transcribe the calls as well so if I miss something this normally helps.
- I do not like the extension. Sometimes the calls drop or even refuse to connect when I use the extension.
- The other thing is that when I needed customer support it took forever to hear back from them.
Ring central review!
- Organization
- record keeping
- call logs
- Bugs
- User friendliness
- sometimes the messages do not send to customers properly
Ring Central Offers a Best in Class Contact Center Solution
- Skill based routing using roles and proficiency.
- Omni channel solution that lets clients have flexibility on how they interact with us.
- Improves call center efficiency.
- In my opinion, support can troublesome at times. Tier 1 and 2 often do not have the solution.
- 'Second Line' functionality is tricky - a second call comes in while on a call.
- The app is sometimes glitchy - either doesn't completely load or freezes.
RingCentral is perfect for us!
- Connectivity.
- Ease of use.
- Integration.
- Occasional disconnects.
Positive Points from a call center Rep
- Caller Id
- Call back options
- Easy access
- better popups for calls
- messaging system
- option to answer quickly