RingCentral Contact Center Review

RingCentral Contact Center OUR SCORE 89%
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our score 89%
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  1. What is RingCentral Contact Center
  2. Product Quality Score
  3. Main Features
  4. List of Benefits
  5. Technical Specifications
  6. Available Integrations
  7. Customer Support
  8. Pricing Plans
  9. Other Popular Software Reviews

What is RingCentral Contact Center?

RingCentral Contact Center is a feature-rich telephony solution. It is designed for the use of businesses, regardless of size. With this, they are better able to get in touch with customers and keep them engaged. To that end, it has contact center tools such as smart routing and customer survey application. Apart from that, RingCentral Contact Center has performance management, workforce management, and quality management toolsets. Plus, it provides you with speech and text analytics, which can assist you in better understanding your customers as well as in training your contact center employees. As RingCentral is a cloud-based application, it has the advantage of being able to connect with different channels. It is considered an omnichannel software because it lets you communicate with customers via SMS, email, voice calling channels, and even social media. Intelligent routing is also applicable here. To ensure that the right agents handle cases, there are parameters that you can adjust as you see fit. Moreover, aside from its text and speech analytics, RingCentral Contact Center has real-time reporting functions backed by high-powered analytics. By using this, you can transform your operations and improve your service, especially with your response times.

Product Quality Score

Features
8.9
Ease of use
8.9
Customer support
8.9
Value for money
8.8
8.9
TOTAL SCORE

RingCentral Contact Center features

Main features of RingCentral Contact Center are:

Integration Tools

  • Screen Pops
  • Data-Driven Routing
  • Click-to-Call
  • CRM Integrations
  • RestFUL APIs

Intelligent Routing

  • Chat and Co-Browse
  • Omnichannel Routing
  • IVR
  • Social Media Interactions
  • Outbound Dialing
  • Virtual Hold
  • Outbound Campaign Management
  • Skills-Based Routing
  • Voicemail Routing
  • ACD

Administration and Management

  • Supervisor Tools
  • Analytics and Dashboards
  • Surveys
  • Whisper Coaching
  • Silent Monitoring and Barge-In
  • Administration Without IT
  • Omnichannel Analytics
  • Prebuilt Reports
  • Call Recording

Workforce Management and Optimization

  • Quality Management (QM)
  • Performance Management
  • Coaching and Learning Tools
  • Speech and Text Analytics
  • Full Workforce Optimization (WFO)
  • Gamification
  • Screen Recording
  • Workforce Management (WFM)

Security Options

  • Encryption
  • Active Failover
  • Seasonal Scaling
  • Work-Anywhere Agents
  • Permission-Based Access
  • Compliant With Security Standards

Customer Engagement

  • Collaboration Options
  • PBX Integration
  • Shared Directory

RingCentral Contact Center Benefits

Benefits

The main benefits of RingCentral Contact Center are its intuitive interface, flexibility, and scalability. Here are more details:

RingCentral Contact Center can be used by different organizations of different kinds and sizes. Its interface is scalable and highly intuitive. Additionally, it is also very flexible to the point where it can be tailored to the specific requirements of an organization. RingCentral allows users to consolidate their customer engagement channels into one powerful hub. This single unified platform allows organizations to deploy representatives to engage with customers through different channels including SMS, social media, email, and voice calls. This eliminates the need to jump from one communication system to the next. Everything is located in one powerful suite.

Furthermore, RingCentral Contact Center is premised by keeping communication lines safe and secure. Because of such, it is fitted with a downtime management feature that switches from one channel to the next available one to keep communications continuous. It can automatically switch to cellular voice and data networks should internet connection gets bumpy. With such, the company guarantees that users will experience 99.99% uptime.

Another useful feature is the skill-based routing. The suite can be configured to choose which representative to assign to a particular client based on skills and performance. This ensures that the right particular person gets the right particular job in real-time. This allows for further personalization of service as well; this is something important in establishing rapport and can increase a good reputation. Also, representatives are given many different tools to improve their interactions. One of which is the integrated CRM features that allow them to pull up the right information at the most opportune time. If there are no agents available, there is also an interactive voice response feature that allows for self-service. For various reasons that agents are not available, you will still be able to keep communications with clients going. On top of this, the suite enables you to configure extensions and manage forwarding, blocking and routing. This allows auto call attendants to customize communication flow according to the dynamic nature of the business.

All of these are monitored in real-time. Supervisors are given real-time reports and access to information via intuitive dashboards. These dashboards too are fitted with tracking and analytics tools. This helps them determine how to go about communications, optimize workflows, and resolve issues better. Overall, this gives them the chance to gain actionable insights to improve communications performance.

The RingCentral Contact Center interface is very user-friendly for the number of features and capabilities it makes available. There is no need for formal training much more consulting technicians and experts to set the system up or implement it. Both novice and advanced users will make an easy transition from the conventional contact center setup to RingCentral’s enterprise-grade modern system. The suite is also integrated with much built-in and third-party software including Salesforce, Microsoft, Zendesk, and Dropbox.

Technical Specifications

Devices Supported

  • Web-based
  • iOS
  • Android
  • Desktop

Customer types

  • Small business
  • Medium business
  • Enterprise

Customer Support Types

  • Phone
  • Online

RingCentral Contact Center Integrations

The following RingCentral Contact Center integrations are currently offered by the vendor:

  • RingCentral Meetings
  • AgileCRM
  • RingCentral Glip
  • ConvergeHub
  • Gong.io
  • MailChimp
  • ZohoCRM
  • Desk
  • Trello
  • Gmail
  • Workato
  • Salesforce
  • Amazon Alexa
  • RingCentral Phone
  • New Relic
  • YAPI
  • NetSuite
  • Zendesk
  • Cloze
  • HappyFox
  • Oracle
  • RingCentral Archiver
  • Microsoft Dynamics
  • Zapier
  • noCRM.io
  • ServiceNow
  • Skype
  • Hangouts Chat
  • PieSync

Video

Customer Support

Phone
Online

Pricing Plans

RingCentral Contact Center pricing is available in the following plans:

Free trial
BASIC PLAN
Contact vendor
ADVANCED PLAN
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ULTIMATE PLAN
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