Aspect Software headquartered in Massachusetts offers Aspect Unified UP, a call center solution for enterprise contact centers. It supports an omnichannel customer experience across voice, email, chat, SMS, IM, and social channels.
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RingCentral Contact Center
Score 8.1 out of 10
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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 analytics, and omni-channel integration with SMS, email, and social media platforms.
The system is very complicated for the initial installations in the servers, which requires highly qualified personnel for the start-up. It cost me the installation at the beginning but I knew it would be worth it because the use of an administrative control of calls is important and more when you have many service providers.
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.
Integrates inbound and outbound call routing in one platform, allowing agents to work in a seamless blend mode between all call types (inbound, predictive, manual).
Allows you to associate an account number with every agent phone call, the call type, and the reccording ID giving you the critical datapoints necessary to research, put together a customers experience from a telephony perspective, etc.
Create agent templates to streamline agent setup reducing the potential for admins to configure an agent incorrectly, placing them in services they aren't skilled for and vice versa.
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.
Aspect Unified IP is very competent to handle most customers' needs in the contact center and it delivers what is promised. The only negative aspect is the costs of services, maintenance and professional services, too expensive.
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
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.
I have not spent any time recently doing a detailed analysis of other vendors to comfortably answer this question. I will say that the last time I checked, the ability to have all 3 call types (inbound,outbound,and manual) managed in one convenient seamless platform was not available which is very important to me.
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.
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.
