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

164 Reviews of RingCentral Contact Center

 
Software Advice Reviews (38)
More Reviews (126)

Showing 1-20 of 38

from Priorclave North America Inc
Specialty: Professional Services
Number of employees: 2-10 employees Employees number: 2-10 employees

RingCentral Works

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RingCentral works great for VOIP and offers useful features, from call forwarding to custom hold options. The iPhone app, however, is spotty. It is common for us to see that we have a voicemail via email notification, but no message replay on the mobile device.

Pros

It is very hand to be able to forward actual messages to other company members. I also like being able to send calls to my land line. And compared to three other VOIP providers for business, the pricing is the best.

Cons

The mobile app! Also, tech support is pretty non-existent.

Advice to Others

If you don't mind resetting the mobile app, RingCentral is a reliable VOIP option.

 
 

from Zenefits
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

Good Tool which more or less does the job

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We have used the tool for over 3+ years. It is generally fairly stable, though we did experience issues when we expanded into different geographical areas. We did have issues with them and eventually everything did get sorted out. They have some good features which are impressive. The dialer is easy to use and operate. We were also able to use their IP phones which were pretty smooth.

Pros

Good Call Quality
IP Phones

Cons

Customer Service can be better

 
 

from flhcs
Specialty: Healthcare
Number of employees: 11-50 employees Employees number: 11-50 employees

Good product

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Easy to setup. Good customer service in the setup process. Just started using but so far everything has been great!

 
 

from Eventbrite
Specialty: Software / IT
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

Good Call Center Solution for Mid-Size Organizations

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We have used Ring Central for a few years now and feel confident to recommended it. The features are easy to use and understand.
The pricing is fair.
Ring Central has a vast variety of features which I think will work for most Mid Size Organizations.They have a phone app which can be downloaded and used. We did not actually need phone lines for every rep because of its technology (I keep forgetting that name) . With this you no longer need a traditional phone. The working hours can be adjusted with the tool. You can create rules for call handling based on any business need

Pros

Good features
Integration
Call flows

Cons

Did have some downtime in the best
Customer Service is a little on the unpleasant side.

 
 

from Bloomy Controls, Inc.
Specialty: Professional Services
Number of employees: 11-50 employees Employees number: 11-50 employees

Worst Phone System

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N/A

Our company purchase Ring Central thinking it would save us money by consolidating the phones and webinar. The lines are horrible. When you call someone, there's a delay then you hear your own voice in the background as you are speaking and you are talking over your caller too!

Pros

NONE

Cons

Not worth the aggravation...look for something else!

Advice to Others

Don't buy it!

 
 

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

Easy to Use

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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.

 
 
 
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