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RingCentral Contact Center Review

RingCentral Contact Center
Our score: 8.9 User satisfaction: 100%
Logo of RingCentral Contact Center

What is RingCentral Contact Center?

RingCentral Contact Center is a comprehensive communications system built to assist businesses of all sizes in managing their customer engagement efforts. This system aims to revolutionize your customer relationships through a robust collaborative contact center for customer engagement. It offers tools for smart routing, customer survey application, performance management, workforce management, quality management, and speech and text analytics.

With RingCentral Contact Center, you can take advantage of an omnichannel platform to get in touch with customers using their preferred devices at the right time and moment, allowing you to communicate via voice call, SMS, social media, or email. Omnichannel routing is also supported and easily configurable based on skill-based parameters, ensuring that your most qualified agents handle each client.  

RingCentral Contact Center is a cloud-based system that also offers real-time reporting and powerful analytic capabilities. With this, you can gain a better understanding on your operations and achieve meaningful improvements in service. Important alerts and notifications can be configured so lackluster performance and inefficiencies are quickly expedited.

Overview of RingCentral Contact Center Benefits

The RingCentral Contact Center offers a plethora of benefits for businesses of different types and sizes. With its intuitive and scalable interface, this platform can provide enterprise-grade communication capabilities that you can tailor to your specific requirements. It can even integrate seamlessly with a number of built-in and third-party applications such as Microsoft, Salesforce, Dropbox, Google, and Zendesk to make customization much easier. To help you further understand the features that this platform has to offer, here are some of the benefits it can offer:

Better Contact Center Agent Performance

The quality of customer service you give relies on the performance of your agents. If you are looking to improve the way your contact center agents work, RingCentral offers a multitude of features to help you. From skill-based routing to real-time call monitoring, this system will allow you to make your customer interactions more efficient and personalized. It even has interactive voice response options and self-service capabilities that can help you gather additional customer information. If that’s not enough to help you reinforce your operations, RingCentral Contact Center also has CRM integrations so you your agents can get the right data at the right time.

As for your supervisors, this platform offers performance management features that they can access via dashboard. This is equipped with analytics tools and tracking options that will let you determine how to better delegate workload and maximize the time of your employees. Gamification tools may also be sued to drive agent performance.

Simplified Contact Center Operations

Contact center operations can be quite complicated as it requires you and your agents to have a deep knowledge of your products and services as well as understand the concerns of your customers. On top of that, you need to ensure that the right calls are being forwarded to the right people. To help you accomplish this, RingCentral Contact Center allows you to configure extensions, manage call forwarding, routing, or blocking, and enable auto call attendants in a systematized way that can be customized according to your preferences. It also automates various mundane processes to help you get more things done with less effort.

Unified Communications Efforts

Modern technology has opened up new modes of communication. While this makes it more convenient for you to stay in touch with clients and leads, it can be difficult for you to manage your contact center operations. Using RingCentral Contact Center, you can consolidate customer interactions across channels by integrating all of your communication tools into a unified platform. This way, you can utilize multiple communication tools like voice calls, SMS, social media, or email for your operations without having to jump from system to system.

Increased Productivity

Every second counts when it comes to managing a contact center. This means, if you experience any sort of downtime for whatever reason, you can easily lose clients. This is why RingCentral Contact Center was designed for business continuity in cases of poor, but even completely lost Internet connection. The application simply switches to cellular voice and data networks whenever problems happen, so that your agents and administrators can continue with their tasks without any disturbance. The vendor also offers a 99.99% uptime guarantee.

Fast and Straightforward Software Implementation

Another great thing about RingCentral Contact Center is that it offers a straightforward software implementation that doesn’t take up too much time. It is known for having a user-friendly interface that is built in such a way that you won’t need to consult technicians or hire experts in order to implement. Additionally, the platform can easily handle complex phone configurations, making it easy for both professional and novice users to make the transition from the traditional call center setup to the more modern one without the need for extensive training.

Overview of RingCentral Contact Center Features

Intelligent Routing
  • ACD
  • Outbound Campaign Management
  • Omnichannel Routing
  • Skills-Based Routing
  • Social Media Interactions
  • Voicemail Routing
  • IVR
  • Chat and Co-Browse
  • Outbound Dialing
  • Virtual Hold
Integration Tools
  • CRM Integrations
  • RestFUL APIs
  • Data-Driven Routing
  • Click-to-Call
  • Screen Pops
Administration and Management
  • Surveys
  • Omnichannel Analytics
  • Prebuilt Reports
  • Whisper Coaching, Silent Monitoring, and Barge-In
  • Supervisor Tools
  • Call Recording
  • Analytics and Dashboards
  • Administration Without IT
Workforce Management and Optimization
  • Full Workforce Optimization (WFO)
  • Gamification
  • Screen Recording
  • Performance Management
  • Quality Management (QM)
  • Workforce Management (WFM)
  • Coaching and Learning Tools
  • Speech and Text Analytics
Security Options
  • Seasonal Scaling
  • Work-Anywhere Agents
  • Permission-Based Access
  • Active Failover
  • Encryption
  • Compliant With Security Standards
Customer Engagement
  • Collaboration Options
  • Shared Directory
  • PBX Integration

RingCentral Contact Center Position In Our Categories

Bearing in mind companies have unique business demands, it is prudent that they abstain from going for an all-in-one, ideal software system. Be that as it may, it is nearly futile to chance on such application even among sought-after software products. The sensible thing to undertake is to jot down the various important factors which necessitate scrutiny such as critical features, price plans, technical skill levels of staff members, organizational size, etc. Then, you should double down on your research through and through. Browse over some of these RingCentral Contact Center evaluations and look over the other software programs in your list in detail. Such all-encompassing product investigation guarantees you keep away from mismatched applications and subscribe to the one that delivers all the function you require company requires for success.

Position of RingCentral Contact Center in our main categories:

RingCentral Contact Center is also listed in the following subcategories:

It is crucial to keep in mind that hardly any app in the Call Center Software category is a perfect solution that can match all the goals of all company types, sizes and industries. It may be a good idea to read a few RingCentral Contact Center Call Center Software reviews first as specific services can perform well only in a really narrow group of applications or be designed with a really specific industry in mind. Others can operate with an idea of being simple and intuitive and consequently lack complex functions welcomed by more experienced users. There are also software that cater to a large group of users and give you a rich feature toolbox, however that usually comes at a more significant cost of such a solution. Be certain that you're aware of your needs so that you purchase a service that offers specifically the elements you look for.

How Much Does RingCentral Contact Center Cost?

RingCentral Contact Center Pricing Plans:

Free Trial

Basic Plan

Contact vendor

Advanced Plan

Contact vendor

Ultimate Plan

Contact vendor

RingCentral Contact Center offers three flexible payment plans that are available by quote. These are priced according to the number of features you will be needing, and the type of service you require.

Basic Plan – By Quote

Focuses mostly on inbound and outbound voice calls. This includes:

  • Support for inbound and outbound call centers 1 port / agent
  • Standard IVR and ACD capabilities

Advanced Plan – By Quote

Focuses mostly on integrations and omnichannel communications. This includes:

  • Support for inbound and outbound call centers 1 port / agent
  • Standard IVR and ACD
  • Omnichannel capabilities (chat, SMS, email)

Ultimate Plan – By Quote

Focuses mostly on blended outbound dialers. This includes:

  • Support for inbound and outbound call centers 1 port / agent
  • Standard IVR and ACD
  • Omnichannel capabilities (chat, SMS, email)
  • Advanced IVR Outbound dialing capabilities

User Satisfaction

Positive Social Media Mentions 161
Negative Social Media Mentions 0

We realize that when you make a decision to buy Call Center Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and RingCentral Contact Center reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with RingCentral Contact Center. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted
  • Open API

Language Support

  • English

Pricing Model

  • Monthly payment
  • Quote-based

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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What are RingCentral Contact Center pricing details?

RingCentral Contact Center Pricing Plans:

Free Trial

Basic Plan

Contact vendor

Advanced Plan

Contact vendor

Ultimate Plan

Contact vendor

RingCentral Contact Center offers three flexible payment plans that are available by quote. These are priced according to the number of features you will be needing, and the type of service you require.

Basic Plan – By Quote

Focuses mostly on inbound and outbound voice calls. This includes:

  • Support for inbound and outbound call centers 1 port / agent
  • Standard IVR and ACD capabilities

Advanced Plan – By Quote

Focuses mostly on integrations and omnichannel communications. This includes:

  • Support for inbound and outbound call centers 1 port / agent
  • Standard IVR and ACD
  • Omnichannel capabilities (chat, SMS, email)

Ultimate Plan – By Quote

Focuses mostly on blended outbound dialers. This includes:

  • Support for inbound and outbound call centers 1 port / agent
  • Standard IVR and ACD
  • Omnichannel capabilities (chat, SMS, email)
  • Advanced IVR Outbound dialing capabilities

What integrations are available for RingCentral Contact Center?

RingCentral Contact Center can integrate seamlessly with a number of ready-to-use connectors as well as third-party applications to help you personalize your user experience. The platform also offers open APIs to help you tailor the platform to your specific business needs. Some of the integrations it can support include:

  • Desk
  • ServiceNow
  • Microsoft Dynamics
  • Zendesk
  • Salesforce
  • NetSuite
  • Oracle
  • HappyFox
  • Amazon Alexa
  • YAPI
  • AgileCRM
  • Gong.io
  • Workato
  • noCRM.io
  • ConvergeHub
  • Hangouts Chat
  • RingCentral Phone
  • RingCentral Meetings
  • RingCentral Glip
  • RingCentral Archiver
  • Gmail
  • Trello
  • Zapier
  • Skype
  • Cloze
  • ZohoCRM
  • PieSync
  • MailChimp
  • New Relic
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Reviewed By Louie Andre
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