RingCentral Contact Center Software


 

Coud communications provider RingCentral has recently expanded into the Call Center space with their Contact Center solution. The integrated suite powered by inContact offers Automatic Call Distribution, Interactive Voice Response, CTI, Auto Dialer, and PBX.

The software is available through a web-based subscription, so it’s browser agnostic and can support call center teams based in different locations.

Features include advanced routing so customers can self-solve issues, skills-based ACD to match calls with agents, tools to measure and track agent's performance, and reporting options with prebuilt and customizable reports that are accessible through the dashboard. Workforce management and optimization capabilities assist with scheduling, training, and monitoring agents.

RingCentral integrates with CRM solutions like Salesforce, Zendesk, Microsoft Dynamics, and Oracle Sales Cloud. The tiered subscription options are billed monthly and vary based on desired features.

 

Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 10

351 Reviews of RingCentral Contact Center

 
Software Advice Reviews (34)
More Reviews (318)

Showing 1-20 of 34

from CSM
Specialty: Nonprofit
Number of employees: 11-50 employees Employees number: 11-50 employees

RingCentral Office Review

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My company started using RingCentral Office about a year ago and it has completely changed communication within our organization and with our customers! The system is completely online, so no need for a bulky office phone on everyone's desk. There are so many customizable features available through RingCentral that would not be as easily possible through a standard phone system. We are able to have separate lines and voicemail boxes for each person and we are able to alter the order of who receives a general line call first. Working remotely has never been easier with RingCentral! I am able to log in to my phone line on the mobile RingCentral app and take calls, send messages and make phone calls just as if I were at my desk! This feature has truly been life changing in our office!

Pros

ease of use, customizable features, easy to work remotely, mobile app

Cons

Because the system is all online, the system has been down a few times in the past year and a half. It was only down for about 30 minutes, but still frustrating! We were unable to contact customer support at that time either.

Advice to Others

If you are contemplating ditching your standard phone system, consider RingCentral Office! The system has helped streamline our office phone system completely! We are able to customize so many features now that were not possible before RingCentral! My favorite part of RingCentral is their mobile app. I can travel and work remotely but still log into my phone line through the app and be able to communicate with colleagues and customers just like I was at my desk!

 
 

from Thriveworks
Specialty: Healthcare / Medicine
Number of employees: 51-200 employees Employees number: 51-200 employees

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RingCentral is a great phone product. I've used this for years and have recommended it to many people. It's features are easy to use and you get a lot for the price. It doesn't matter if you're new start up or you've been around for years, RingCentral has great options to help with your telephone needs. The extension and voicemail features are easy to use. I think the phone app is awesome. This product enabled us to provide phone access to our team members without having to install phone lines in each of our offices. The app makes it so that you no longer need a traditional phone on your desk. The software lets you set hours of operation. Plus, you can even create rules for call handling for specific days and times.

Advice to Others

One of the best phone platforms on the market today.

 
 

from Funding Metrics, LLC
Specialty: Professional Services
Number of employees: 11-50 employees Employees number: 11-50 employees

Really easy to use - great for entrepreneurs!

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I absolutely loved this product as an entrepreneur! It is affordable, easy to use and they have excellent customer service!

Pros

Affordable, user friendly, great customer service

Cons

I do wish there were more tier pricing options

Advice to Others

If you need a high quality phone service for you and your small business that is affordable, go with ring central!

 
 

from Aldermed
Specialty: Healthcare
Number of employees: 2-10 employees Employees number: 2-10 employees

Do not waste your time with Ring Central

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If you only want to hear the sound of your prospect hanging up the phone then RingCentral is your choice. But wait, it gets better. Call their technical support team and watch your blood pressure explode. First attempt to make it works requires more money per month, Paid it but nothing worked. Call back only to be told to pay more money to make it work. Paid it, still will not work. Third call they tell me that I did not need to spend all the extra money and that it is fixed. As soon as they hang up and transfer to get a refund land which takes another 30 minutes, the system stops working. Call back to be told that I need toupgrade to a higher plan. This company is really bad and a total waste of money and valuable time.

Pros

Looks cool on the cloud. Does not work on your desktop!

Cons

If you buy a phone system, it should allow you to call out. Not Ring Central! Only works while on the phone to tech support for 3 hours. And then when a client or customer calls you and all you hear is them slamming the phone down after being transferred and never connected. Horrible phone system in my opinion.

Advice to Others

Get Plivo or Twilio or something that actually works.

 
 

from Wilco Offroad
Specialty: Manufacturing
Number of employees: 2-10 employees Employees number: 2-10 employees

Basic and Great

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Have used RingCentral for over a year now. Our whole company runs off it. It's interface is so easy that it's great to use even when things are stressful. The new text/sms feature is fantastic and a very modern way to communicate with customers.

Pros

Interface.
Ease of use.

Cons

Lack of MMS capabilities, would love to see this in the future.
Send to voicemail doesn't send a call to voicemail always.
Need improved mobile app to be as easy to use as desktop version.

 
 

from Wilco Offroad
Specialty: Manufacturing
Number of employees: 2-10 employees Employees number: 2-10 employees

Is an internet based phone system better?

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As long as you have full cell service when using the application The mobile app does not work very well. I have not tried ring central with an actual VOIP phone so that could be a solution but as of right now, Ring Central gets me by but is not the solution.

Pros

Allows for the office phone to be answered on the mobile app.
Don't have to buy a phone for each person and an expensive system for the office

Cons

internet based phone might not be the best option. Dropps calls. Phone system is down if the internet is down.

Advice to Others

Make sure that a internet bases phone system is right for your company before you switch over.

 
 

from Locksmith Plus Inc
Specialty: Other
Number of employees: 2-10 employees Employees number: 2-10 employees

Easy to use, but not so reliable!

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I was with ring central for a few years and brought on a new business partner who determined we were experiencing some call loss and started to investigate why and how. After months of research, it was determined that it was the fault of ring central. We spent hours and weeks on the phone with them trying to get the issue fixed, and eventually gave up, thankfully, got some compensation for the errors, even though it amounted nothing to the amount of profit I lost from Ring central and the customer call loss issues. and switched to another VOIP service. Will not do business with them again, and would not recommend to anyone that meant anything to me.

Pros

Easy to use.

Cons

Unreliable.

Advice to Others

If you do get ring central. Monitor your "missed calls". We had errors with calls "dropping" before they ever made our office phones ring, and we had to live monitor our call history and call customers back in order to save them and make the calls profitable (in our business we pay for the call multiple times as soon as the customer dials our number!) and it was HORRIBLE for business! :/ BECAREFUL!

 
 

from `Central Washington Property Restorations LLc
Specialty: Other
Number of employees: 11-50 employees Employees number: 11-50 employees

The best product of it's kind

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The customer service can be hard to understand, but they will bend over backwards to help you get the system up and running. When we have a problem they are quick to fix it. They offer every service possible. Bottom line all of their competitors including Verizon one, are still trying to get to where RingCentral is. THey have built in Go To Meeting conference stuff, Tollfree numbers and extensive customization.

Pros

Extensive customization.

Cons

Whenever you get a new Ip, i.e. a new router you have to call and have the phones reassigned.

Advice to Others

Bargain with them. They will give you a better deal.

 
 

from Joshua M. Freeman Foundation
Specialty: Nonprofit
Number of employees: 11-50 employees Employees number: 11-50 employees

Right Sized Option

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We have utilized Ringcentral since 2012, feeling that we were "ahead of the curve" for small businesses. We decided to go with Ringcentral despite several IT folks advising us to stick with a "traditional" phone and office system. This system; which is scalable to all business sizes has provided us with a desktop system that is even more powerful and useful as a "mobile" option.

Pros

scalability
ability to have no hardware if desired
completely mobile administration and use

Cons

limited hardware choices/options
completely reliant on excellent internet

Advice to Others

I always try and "go local," however this large company doesn't disappoint.

 
 

from Therapy On Demand, LLC
Specialty: Healthcare / Medicine
Number of employees: 11-50 employees Employees number: 11-50 employees

Fast and efficient

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These guys were calling me just about the time I click the mouse. Almost creepy, but in this post Harambe world you can't let one minute waste. I hope you too will take the time to reflect upon the loss of poor Harambe and also try this site.

Pros

It works, and that is not to be overlooked. Like Hamabe.

Cons

I cannot figure out how to remove PC's that are licensed to use softphone. Also, well you know.

Advice to Others

Do not let your kids crawl into zoo cages. This messenger app is awesome!

 
 

from Law Office of Michele A. Peters LLC
Specialty: Legal
Number of employees: 1 employee Employees number: 1 employee

The value the long term customer

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I was one of the original users of RingCentral many years ago. I had an office of 21 which is now downsized to only me. Though early on there were bumps along the road, eventually all problems were sorted out and they were always patient and credited me for lack of service. Now that they have been up and running, a glitch rarely happens. Their prices have accordingly increased but to my extreme pleasure, they have recognized my long time faithfulness and reduced my costs based on my limited use. No other corporate entity to my knowledge has extended such appreciation to a long term customer. I remain ever faithful and a recommending user.

Pros

Value.

Cons

None

Advice to Others

Highly recommend

 
 

from Bare NY Laser Hair Removal
Specialty: Professional Services
Number of employees: 2-10 employees Employees number: 2-10 employees

RingCentral isn't perfect but it's feature rich and great value.

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Ring Central overall has been worth the money and beneficial to us as a small business. That being said it has had its glitches, some limitations with recording announcements and other slip ups. Customer service always seems to be able to get you straight with a couple of instructions that are always counter intuitive to you figuring it out yourself. But they do get you correct. So all in all in think the value you get with the extras is worth it. You just have to get past a light learning curve to get going.

Pros

Call forwarding to your cell, you can listen to messages from the app, call clients from your cell with your biz number, record calls, have extensions, automated attendant, vanity toll free number, fax number

Cons

Occasionally a robotic tone on line, structure of control panel is counter intuitive, seems sometimes the system was glitchy only to correct itself when customer service started tinkering around, limits on the automated attendant function

Advice to Others

From my experience, RingCentral seems to be of a decent value and something a small starting business could use to get moving without breaking the bank. Getting one phone with various extensions to our employees seems to do the trick.

 
 

from Riskalyze
Specialty: Other

Mixed feelings, but overall a solid VOIP solution

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Likes Best

RingCentral's mobile and desktop apps are some of the best I've seen. Reliability of the service has been excellent with only one downtime incident that I can think of over the last year. Reporting features are great, and call routing features are flexible and powerful.

Pricing is also good - we saved a significant amount of money by switching to RingCentral from our previous provider.

One other thing that we like about RingCentral is their API, though we have yet to use it.

Likes Least

The management interface is outdated, clumsy, and hard to navigate. Some seemingly simple tasks can be hard to accomplish (for example, changing the user assigned to a physical device). We've run across several areas where functionality seems to be artificially limited for no good reason. For example, we can't have more than 10 users in a queue if simultaneous ringing is enabled. Another example, you can't remove users without contacting support and/or your account manager.

Support, when you need it, is rather poor. The support reps are not knowledgeable and jump to canned responses without taking time to actually understand your question. We've also had trouble even getting in touch with our account manager.

Recommendations

Make sure that RingCentral's limitations won't be a problem for you. If you need queues that ring more than 10 phones at once, look elsewhere. Otherwise, if you're looking for cost-effective and reliable VOIP service, then RingCentral is an excellent choice.

 
 

from Riskalyze
Specialty: Other

Fairly solid, but still get's dropped calls

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Likes Best

We have used a number of phone systems for our company, and Ring Central is the most solid so far. It meets the needs for all our departments and rarely has any issues. There are tons of settings and options and the calls come through crystal clear. We use both desktop phones and in app phone. They both work really well.

Likes Least

There does seem to be sporadic call drops. The settings tend to be overwhelming as well, and we have to have a dedicated IT person that just knows Ring Central.

Recommendations

We have tried about 6 different systems now, and we have stuck with RingCentral the longest. they are not perfect by any means, but we have yet to find a better alternative.

 
 

from Cleveland Furniture Factory Outlet
Specialty: Retail

Nice alternative to traditional phone system.

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Likes Best

RingCentral's cloud-based phone system is excellent for small businesses who need to be flexible. You can customize all of your settings through their online system from anywhere, and their apps make it easy to place and receive calls on your smartphone while using your business number. Text message functionality is nice, as well as being able to set special hours for vacations or holidays where the phone system plays a customized message during that specific time. Pretty much everything about the system is customizable and it integrates with many other software solutions to streamline workflows.

Likes Least

We did have some minor trouble with calls breaking up when we first set up the system, but RingCentral's tech support was able to resolve the issues.

Recommendations

Make sure you understand what features are available and which ones you actually need to avoid paying for things that your business doesn't actually use.

 
 

from Riskalyze
Specialty: Other

Moderately easy-to-use Phone Software

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Likes Best

We make frequent use of the RingCentral desktop softphone applet in office. The applet works pretty well! This applet is probably the sole reason I like RingCentral as much as I do. Its easy to navigate, dial phone numbers, set yourself away, and transferring is a breeze.

Likes Least

To name a few:
-Round Robin is really the only scalable phone support option. You can sorta make multiple phones ring at the same time, but only in small groups. Essentially, you cannot set up a "ring everyone at the same time" style of phone. I suppose this isn't a big deal for some, but its definitely a downer for us.
-The actual website. Navigating and dealing with phone settings and administration related tasks is not easy. Unless you read the knowledge center or know how to do it already, it takes a LOT of clicking around to familiarize yourself with where things are or what certain features are or even what those features may be called.
-Not every option is available to change or toggle on the desktop softphone applet, meaning unless you know exactly what needs to be set up and how, it can take a while of clicking and navigating menus until you understand where options live and how to use them.

Recommendations

There are a lot of options in this space, (we switched from OnSip) and some are definitely better than others. RingCentral works and fits our needs for where we are at now, but the biggest piece of advice I have is to only sign on for year-long contracts just in case you discover something that fits your needs better.

 
 

from Midwest Health
Specialty: Healthcare

We have 100 of numbers for external fax users (incoming and outgoing)

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Likes Best

Very easy interface fast. Easy to add more number and do different tasks like call forwarding, etc

Likes Least

A little slower to receive faxes with lots of pages

Recommendations

This product is very powerful and have lots of features. Make sure to explore it.

 
 

from ECDDD SERVICES, LLC
Specialty: Retail

Too many extra fees...

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Likes Best

Customer service was attentive until I made the purchase, then it was difficult finding the help we needed getting with setup and answering questions. The web interface is simple and easy to use and understand.

Likes Least

Being told everything I needed was included in the bundle, only to find out, once we paid for the plan, that there would be third party costs associated with our needs such as CRM integration.

Recommendations

As always, read the fine print, ask as many detailed questions as you can before making a purchase decision, and record all calls to and from ring central and store them elsewhere.

 
 

from Weimar Family Care
Specialty: Healthcare

Excellent service for good value

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Likes Best

Fantastic cloud-based phone and fax software. Allows all the functionality of a land-line system with the convenience of cloud operation. HIPPA compliance is a huge plus for a medical facility.

Likes Least

It can be difficult to speak with a live representative. Once you get through, you find Philippines-based customer support. Not a huge problem, but it certainly places a damper on our enthusiasm.

Recommendations

The software works seamlessly for cloud-based phone and fax. Very inexpensive lines.

 
 

from Honor's Builders, LLC
Specialty: Media and Entertainment

RingCentral has a good service, but definitely at a premium.

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Likes Best

RingCentral is pretty much the leader in adding any sort of new feature to give your business an advantage on the service side. You have so many options (albeit generally at additional costs)
- Local, Toll-free, or even international numbers
- Business SMS
- Conference calling (unlimited too!)
- Virtual PBX/Call assistant

All of these features really boil down to one thing. Sounding big, professional, and most of all: trustworthy

Likes Least

All of those features do not come without their drawbacks; the most outstanding one being the price of course.
RingCentral has adopted a 'nickel and dime' approach to charging their customers.
- Other services charge per minutes used, RingCentral charges per User
- Want a 1800 number? That's extra every month
- International Number? Same story
- Want HD voice (Which should be a given) okay, you'll have to update plans to use that

Recommendations

All in all, RingCentral offers a great product, full of features and cutting edge technology for small thru large businesses.
If price is one of your biggest factors in choosing a vPBX, then you should probably look elesewhere. If price isn't a factor, then you probably wouldn't want a virtual PBX system in the first place, because you can afford a hard-lined system.
This puts RingCentral in a tough spot between feature advantages, and price disadvantages.

Definitely take a look at some of the other options out there and see what offers everything you need, at the price you can afford.

 
 
 
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