RingCentral, Inc

RingCentral Contact Center

Composite Score

7.5 /10

CX Score

7.7 /10

20 Reviews Write a Review

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What is RingCentral Contact Center?

RingCentral, Inc. is an award-winning global provider of cloud unified communications and collaboration solutions. More flexible and cost-effective than legacy on-premise systems, RingCentral solutions empower today’s mobile and distributed workforces to be connected anywhere and on any device through voice, video, team messaging, collaboration, SMS, conferencing, online meetings, contact center, and fax. RingCentral provides an open platform that integrates with today’s leading business apps while giving customers the flexibility to customize their own workflows.

Company Details

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RingCentral Contact Center Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on RingCentral Contact Center.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

87 Likeliness to Recommend

2
Since last award

95 Plan to Renew

1
Since last award

79 Satisfaction of Cost Relative to Value

2
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+87 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love RingCentral Contact Center?

2% Negative

6% Neutral

92% Positive

Pros

Respectful
Client Friendly Policies
Transparent
Friendly Negotiation

Feature Ratings

Average 82

Skills Based Routing

Multi Channel Queue Management

Call Recording

Multi Channel Intake Integration

Contact Center Compliance Management

Ticket Management

Screen Prompts

Call Scripting and Call Flow Management

Knowledge Management

Contact Center Analytics

Workforce Management

Vendor Capability Ratings

Average 78

Product Strategy and Rate of Improvement

Quality of Features

Availability and Quality of Training

Business Value Created

Breadth of Features

Usability and Intuitiveness

Vendor Support

Ease of Implementation

Ease of IT Administration

Ease of Data Integration

Ease of Customization

RingCentral Contact Center Reviews

Role: Operations
Industry: Communications
Involvement: Business Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Mar 2022

Great Product at the right price !

Likeliness to Recommend

9 /10

Pros

Respectful
Acts with Integrity
Over Delivered
Transparent

Cons

Less Efficient Service
Less Effective Service
Slower Product Innovation

Ramón C.

Role: Operations
Industry: Other
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2022

Excellent Product

Likeliness to Recommend

10 /10

What differentiates RingCentral Contact Center from other similar products?

RingCentral Had more features and functionality

What is your favorite aspect of this product?

Platform, the interactions of the software, faster, secure and confident

What do you dislike most about this product?

Nothing for now.

What recommendations would you give to someone considering this product?

I highly recommend it to any contact center or call center.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Max-Craig J.

Role: Operations
Industry: Transportation
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2022

Excellent tool for communication.

Likeliness to Recommend

8 /10

What differentiates RingCentral Contact Center from other similar products?

It is a superb workplace phone and I can link it to my mobile phone and take calls on there if I would like to. We can get calls quickly, and it’s continually a smooth method to urge logged in to the platform. I like that there’s both an enclosed electronic messaging center and its variety of integrations that we tend to get to take advantage of in terms of getting into contact with our customers.

What is your favorite aspect of this product?

I love that RingCentral is often accessed and used from anywhere. The mobile factor for a tiny low business like ours is KEY! In contrast to traditional systems, this is often literally at your fingertips, whether or not using your phone or computer.

What do you dislike most about this product?

There are some instances when the call quality isn’t too smart and additionally the transcription on voicemails generally doesn’t work perfectly. Over time the program has gotten better, however, sometimes client services are often lacking. They’ll be delayed in obtaining back to you or determining problems in a very timely manner. You cannot conference the call then transfer it. That’s an inconvenience as a result of as a rule of thumb, you must never cold transfer a call, on the other hand, you’ve got the potential to be stuck on an hour-long telephone call on mute, this option should be relooked for more ease.

What recommendations would you give to someone considering this product?

It’s an entire contact center software. They do have completely different pricing packages, so confirm to think about that. Their support team is nice; you’ll leverage them throughout onboarding or difficult setups. Their prophetic dialer tool works pretty great however it takes a while to set up.

Pros

Enables Productivity
Trustworthy
Unique Features
Inspires Innovation

Cons

Less Generous

RingCentral Contact Center

What is RingCentral Contact Center?

Company Details

Need Assistance?

RingCentral Contact Center Ratings

87 Likeliness to Recommend

2 Since last award

95 Plan to Renew

1 Since last award

79 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+87 Net Emotional Footprint

How much do users love RingCentral Contact Center?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

RingCentral Contact Center Reviews

Great Product at the right price !

Likeliness to Recommend

Pros

Cons

Ramón C.

Excellent Product

Likeliness to Recommend

Pros

Max-Craig J.

Excellent tool for communication.

Likeliness to Recommend

Pros

Cons

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Feature Ratings

Skills Based Routing

Multi Channel Queue Management

Call Recording

Multi Channel Intake Integration

Contact Center Compliance Management

Ticket Management

Screen Prompts

Call Scripting and Call Flow Management

Knowledge Management

Contact Center Analytics

Workforce Management

Vendor Capability Ratings

Product Strategy and Rate of Improvement

Quality of Features

Availability and Quality of Training

Business Value Created

Breadth of Features

Usability and Intuitiveness

Vendor Support

Ease of Implementation

Ease of IT Administration

Ease of Data Integration

Ease of Customization

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