RingCentral Contact Center

Score8.1 out of 10

86 Reviews and Ratings

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 analytics, and omni-channel integration with SMS, email, and social media platforms.

Categories & Use Cases

Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 8.7
Call scripts
Providing agents with a predefined conversation script.
Category average: 8.2
Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.2

CRM software integration
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Category average: 7.6
Multichannel integration
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
Category average: 8.3
Customer interaction analytics
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.
Category average: 8.6

#1 most frequent

Finance and Insurance

17.6%

6 installations of 34

#2 most frequent

Professional, Scientific, and Technical Services

11.8%

4 installations of 34

#3 most frequent

Manufacturing

11.8%

4 installations of 34

Verified User

General Manager in Customer Service (51-200 employees employees)

Use Cases and Deployment Scope

We use RingCentral Contact Center MAX daily for out Call Center. The dashboard helps us to see phone activity, and we use Interactions to pull recorded calls as needed.

Pros

Dashboard
setting up a new agent
MVP - messaging

Cons

Allow supervisors to change phone status for agents
combine RingCentral Contact Center max and mvp keypad

Return on Investment

We have not seen a big difference on call handling data.
Messaging is easy to navigate.

Other Software Used

Glide, Orbipay Payments Hub

Verified User

Employee in Customer Service (1001-5000 employees employees)

Use Cases and Deployment Scope

I use RingCentral Contact Center as a main tool to our business product in terms of communicating and generating sale through phone calls or voice mail. It address problems such as concerns to our product and escalating customer issues by phone call, RingCentral Contact Center is our tool to make the communication between consumer and agents happen.

Pros

Inbound Call
Voicemail
Transfer

Cons

It can be improved in terms of design and layout
Minimization on desktop screen

Return on Investment

It provides CSATS and revenue to the business.

Alternatives Considered

Aircall and Avaya Contact Center Select

Other Software Used

Aircall, Slack, Trello

Brannon Johnston

Accounting Director in Finance and Accounting at Snellings Walters Insurance Agency (51-200 employees employees)

Use Cases and Deployment Scope

I like how everything is centralized. We can make calls to our team and even chat with our team from one app. I also like not having to purchase equipment and all employees can use an app from their cell phones. This decreases costs to the Agency.

Pros

user interface
support
call quality
reliability

Cons

it is a bit more expensive than some alternatives.
sometimes we have issues with ee's internet signal which affects call quality.

Return on Investment

our call time reports have been of great value
Being able to monitor the call trees has helped our efficiency on teams
hold time report created accountability in the reception seat.

Alternatives Considered

3CX

Other Software Used

Eleviant Tech

Verified User

Manager in Sales (51-200 employees employees)

Use Cases and Deployment Scope

RingCentral is an incredible tool to have a phone line, or multiple phone lines, set up across your sales team via your phone/computer. I use it to make calls and to receive calls from customers all over the United States, and it does an incredible job of keeping everything together.

Pros

Allows multiple area codes
Allows calls to be routed properly
Can also use text messaging

Cons

Price could be a little bit lower
A few out of the box options
Keep up great customer service

Return on Investment

Increased pick-ups through customized area codes
Better customer service than competition
Able to generate better brand messaging through RingCentral

Alternatives Considered

Microsoft Teams and Zoom Contact Center

Emilio Raz

ICT in Sales at Holt Cat (1001-5000 employees employees)

Use Cases and Deployment Scope

Well, as an Inventory Control Tech, we use RingCentral Contact Center quite a bit to either inform customer drivers of their expected load or to speak to the coordinators who process the pick up or drop off of a load. Constantly I receive calls from drivers to confirm their pick up address and pick up Unit. Using RingCentral Contact Center is very convenient because if a call is missed, all the information you need to call back is displayed. I have had no problems using RingCentral Contact Center on a daily basis till this day. Plan to continue with the use of this and if I ever come across any trouble or problems, I will gladly make it come to your attention. Thanks for making my job easier.

Pros

Shows the contacts that are available in our company.
Clearly shows you all calls, answered or missed.
Provides the information at your work station.
Able to hear messages left by missed callers.

Cons

Greeting message availability.
Can't really find any other thing.

Return on Investment

Great customer communication access.
Quick speed availability.
Great contact finder.

Genesys Cloud CX

Talkdesk

RingCentral Contact Center

What is RingCentral Contact Center?

Categories & Use Cases