Amazon Connect vs. RingCentral Contact Center

Our company is a startup that is just starting to get wholesale customers. When we realized our customers needed support using our products, we set up a Contact Center via Amazon Connect. It has been very useful in allowing us to scale up very quickly, and provide services to our company as if we were a large corporation.

Incentivized

I think RingCentral Contact Center could be well suited to any workplace. I think it does well in the reliability and ease of use departments, and that covers 90% of what you need from a phone system. The added modern integration benefits are the cherry on top! I'm not sure how the pricing model works, so maybe that would be the only limiting factor as far as scenarios where RingCentral Contact Center would not be as well suited.

Incentivized

• The training and orientation from Amazon Connect is excellent, as there are documentations and online live training.
• Further, Amazon Connect has a scalable call center, that supports voices, chats, and real time messaging.
• The customer service is also intuitive, with flexible call hours, as the team of helpers is readily available.
• Lastly, through Amazon Connect, there is a survey and feedback option.

Incentivized

• 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.

Incentivized

• CCP (Contact Control Panel) Amazon Connect for agents very basic
• Automated outgoing calls
• Omnichannel to attend voice and text by the same agent

Incentivized

• 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

Incentivized

We have no intention of renewing our contract with Ring Central. We have had multiple outages in the past 2 years. We have been without an account manager for the past 4 months and the resolution of open issues takes 2-3 months. We were being misbilled for cancelled services for almost 12 months. We are not satisfied with the quality, support, or price of the service

Incentivized

It is very easy to use for any access level and has greatly facilitated users' ability to properly document tickets without getting lost in short or vague comments. Each case is fully tracked through this transcription of information. This made it easier for us to decide whether to implement, use, and maintain it as our contact tool in our customer service center.

Incentivized

RingCentral Contact Center is not just only an app or platform which allows the company to manage the telephone calls, messaging functions, social media and emails, but also allows advanced features like the possibility of easy integration with other industrial systems, and customer/call analysis functions as well. It also supports and included with AI technology as well into some extent.

Incentivized

We honestly did not need much support but whatever we wanted was resolved via email and that experience was nice but took a bit of time

Incentivized

As I recall it was not a very cumbersome implementation and we were up and running as promised

Incentivized

Incentivized

RingCentral Contact Center is the easiest to use and understand. Its interface is more accessible and visually appealing than Microsoft Teams. It has the social/enjoyable aspect with the integration of emojis and gifs, but not to the seemingly comical level of Slack.

Incentivized

• No CapEx, only pay as you go.
• Scale up or down quickly.
• Omni-channel setup.
• Feature rich.

Incentivized

• With RingCentral Contact Center we were able to connect with our customers. The feature that allows the call to be sent to the first available rep ensured that this happened.
• Also, my favorite feature is the call recording and transcription feature. This allowed me to get the customer's emails without asking them to repeat if I missed them the first time. Hence, happier customers and more meetings.
• RingCentral Contact Center also made it very easy to set up a mailbox for customers to leave messages and reassure them that they've connected with the right person.

Incentivized