

Contact center solution


Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 10About RingCentral Contact Center
Cloud communications provider RingCentral has 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 solution is available through a web-based subscription, making it browser agnostic. As such, it can support users 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 monitor...
Contact center solution
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 10Average User Ratings
Overall
Ease-of-use
4.5
Value for money
4.0
Customer support
4.5
Functionality
4.5
Likelihood to Recommend
Not likely
Very likely
December 2018
Katherine L. from Taylor Legal
Company Size: 2-10 employees
Industry: Law Practice
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
December 2018
Great for Small Virtual Law Office
We have a small office without a live receptionist yet we need to have different call routing for each person. I am able to configure the options for any variable (holidays, vacations, etc.).
Pros
Ring Central is very configurable for many situations. We have a small law office with people working remotely so we have different call flows for different people. Ring Central can handle the differences. Also, I love having the app so I can check voicemails directly from my cell device.
Cons
Because of the wide range of ways the call routing can be configured, it is somewhat difficult at the start to determine how to do it. However, Ring Central's customer service is always available and has always been able to help me when I call.
January 2020
Josiah from Glass One
Company Size: 11-50 employees
Industry: Glass, Ceramics & Concrete
Time Used: Less than 6 months
Review Source
Ease-of-use
5.0
Value for money
5.0
Customer support
4.0
Functionality
5.0
January 2020
Has everything you need at a great price
I had never heard of RingCentral until I started researching VOIP phone systems but now they are my preferred option. Much more affordable than other companies and a lot of options.
Pros
RingCentral is a fantastic option for VOIP phones. The price is one of the most affordable options and it comes with a lot of features that allow for more calls to be directed to the correct lines.
Cons
The customer support team all seems to speak English as their second language which sometimes makes it difficult to get answers to questions.
Reasons for Choosing RingCentral Contact Center
The price was right and they allowed us to do a one month trial to see if we liked the system.
Reasons for Switching to RingCentral Contact Center
Price and features.
December 2020
Steven from Jiles Insurance
Company Size: 2-10 employees
Industry: Insurance
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
5.0
Functionality
5.0
December 2020
Wonder Phone Cloud Based System
My overall experience has been extremely positive.
Pros
This is by far the best phone cloud based system on the market, that includes all of the features to supply the communication needs of small to large businesses
Cons
The pricing is a bit on the high end of the market would be my only complaint.
Reasons for Choosing RingCentral Contact Center
Functionality was the primary deciding factor.
November 2020
Greg from Sage Global
Company Size: 2-10 employees
Industry: Construction
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
1.0
Value for money
1.0
Customer support
1.0
Functionality
4.0
November 2020
Delays in the call quality, terrible customer service, and extra charges
Terrible. They told me there would be no additional charges as I described how we would be forwarding calls to an Australian admin when we signed the contract. The forwarded calls then didn't go through to our admin and were getting blocked. I reached out to customer service and they told me we needed to get white listed and sign a contract accepting liability for any fraud. As I was getting that done, the service agent disappeared and a new agent took over and told me that wasn't the problem at all. Instead we needed to turn on international forwarding. That's when I learned that there was an additional charge per minute for each of those calls. I had confirmed multiple times with the account rep that there wouldn't be any additional charge when we signed the contract. When I let their support team know what was happening, they told me I needed to talk to the account rep. Even though I told them our new startup was depending on taking these calls and getting this figured out, they never called me back. I reached out many times to support and they conveniently 'lost' all records of our calls and wanted me to start over in explaining what went wrong each time. Finally, they decided they wouldn't even send me the record of the chat so that I could more easily explain the problem the next time the didn't call me back.
Pros
It seems like it has a lot of options in its feature sets.
Cons
There were significant delays in the call which made it unusable in a business setting. We experienced 2 second delays, which made conversations very difficult.
Reasons for Choosing RingCentral Contact Center
They were the first I called and told me, wrongly, that their prices were fixed and they had the options and quality we were looking for.
November 2020
Sean from HDS Labs
Company Size: 11-50 employees
Industry: Computer Software
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
5.0
Functionality
4.0
November 2020
Incredible call center alternative (especially when working from home)
Ringcentral is incredible for my small team and has been crucial in keeping us [productive while working from home during the pandemic. Users can call support and each of us gets a notification and the opportunity to answer the call from our computer. Further, it is great for setting up interviews as it's as easy as sending out a link. I couldn't recommend this more to support teams as it has everything you need to help customers along their way when they have an issue.
Pros
Great features for a small/mid size team Great call clarity Incredible management of calls when working from home Fast support and assistance with issues
Cons
Not many to speak of. It does what it does and it does it well. I have not had an issue arise that wasn't resolved in a day since it was deployed