RingCentral Contact Center is a contact and call center software that helps businesses provide optimal customer engagement across various channels. It features voice-over-internet-protocol (VoIP), outbound dialing capabilities, interactive voice response (IVR), and performance management. Quotes are available upon request, and it’s best for businesses that want to customize their system with individual add-on capabilities.
RingCentral Contact Center Pros & Cons
Fully customizable platform
Some customizations require development experience
Uses RingCentral’s proven VoIP technology
Plans are based on specific service needs
Who RingCentral Contact Center Is Best For
- Businesses that want to customize their system with individual add-on capabilities: You can configure your RingCentral Contact Center with an open application programming interface (API). In addition to functions prebuilt into its platform, it also enables users to add more features and third-party app integrations through APIs.
RingCentral Contact Center Pricing
RingCentral Contact Center’s pricing page does not include specific fees for its three plans. The only difference between the plans is the type of service—providing access to premium features like advanced IVR and workforce optimization (WFO). Those interested may contact its sales team to obtain its prices. Similar providers have estimated monthly fees that cost $30 to $150.
Quote available upon request
Quote available upon request
Quote available upon request
Omnichannel and CRM integrations
Inbound, outbound, and omnichannel
Standard IVR and ACD
Advanced IVR and ACD
Outbound Dialing Features
Fully integrated cloud WFO and contact center suite
Premises-based WFO software solution
RingCentral Contact Center Features
RingCentral Contact Center provides teams with tools that help engage with customers and colleagues better. Here are some of RingCentral Contact Center’s most essential features.
Ensure that your customers are attended to by the best agents through intelligent routing capabilities. RingCentral Contact Center comes with IVR, skills-based routing, virtual hold, voicemail and omnichannel routing, and outbound dialing. It also allows users to manage outbound campaigns as well as chat and social media interactions.
Workforce Management & Optimization
Maximize your contact center’s full potential with full workforce optimization tools. It allows you to provide labor and agent support, such as performance and quality management solutions, speech and text analytics, and screen recording. You may also utilize gamification as well as coaching and learning tools to help teams achieve their goals.
Administration & Management
RingCentral Contact Center’s wide range of administration and management functions can help improve work efficiency and agent performance. These features include call recording, surveys, whisper coaching, silent monitoring, and barge-in. It also provides essential data through prebuilt reports, dashboards, and omnichannel analytics.
RingCentral Contact Center integrates with widely used applications, such as Slack, Zoho, Zendesk, Microsoft Dynamics, and Salesforce. Apart from its built-in integrations, it also allows users to create open APIs, allowing you to customize your contact center based on your preferences and needs.
RingCentral Contact Center Alternatives 2020
Call Center Software
Teams seeking a platform with strong reporting and metric functionality
Call centers that want to take advantage of collaboration modules such as shared contacts
Smaller teams that want a free call center solution
Remote teams looking for a scalable, cloud-based solution
Most Helpful RingCentral Contact Center Reviews
Most RingCentral Contact Center reviews online are positive. The majority of users commended its easy-to-use software and its wide range of features. Others praised its customer support team for being responsive and helpful. Meanwhile, others complained that some customizations are complicated to set up.
Easy to communicate with customers & track team performance
One user commended RingCentral Contact Center on G2 for making their transition easy—even with the pandemic. He said its platform is straightforward, allowing him to track his team’s activities and the amount of time they spend on calls. He also added that its conference, chat, and outbound call features are great.
Report customization isn’t intuitive
A user commented on Capterra that although its reporting features are somewhat powerful, customizing reports is not that simple. He added that there were times when he could not create customized reports based on his preferred multiple data sets.
RingCentral Contact Center Frequently Asked Questions (FAQs)
Does RingCentral Contact Center offer a free demo?
Yes, it does. Demos are personalized based on the user’s needs, highlighting its key features and benefits. Those interested may request a demo on RingCentral Contact Center’s website.
Is RingCentral Contact Center secure?
Yes, it is. All of your data is protected with its encryption capabilities. RingCentral Contact Center is compliant with Payment Card Industry (PCI), Health Insurance Portability and Accountability Act (HIPAA), Customer Proprietary Network Information (CPNI), Sarbanes–Oxley Act (SOX), and other security standards.
What types of information do its reports provide?
Its reports and dashboards display the following types of information: queue information, interaction data, real-time operations, customer experience data, and more.
If you aren’t sure if RingCentral Contact Center is right for you, this article on the best call center phone systems is a review of our top choices. Our team looked at various solutions and narrowed our recommendations based on pricing, usability, and features, such as interactive voice response, analytics, and reporting.