About 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...


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Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 10

148 Reviews of RingCentral Contact Center

Average User Ratings

Overall

4.30 / 5 stars

Ease-of-use

4.5

Value for money

4.0

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(80)

80

4 stars

(44)

44

3 stars

(16)

16

2 stars

(5)

5

1 stars

(3)

3

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 148 results

December 2018

Katherine L. from Taylor Legal

Verified Reviewer

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.

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

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.

September 2020

Lucy from SIGMA Equipment

Company Size: 51-200 employees

Industry: Machinery

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Functionality

4.0

September 2020

Very organized tool

Overall is good. If RingCentral has the dark theme that will be great.

Pros

It has GIF that we can choose what we like instead of displaying random GIF. RingCentral group the images, files, pinned items together which is very easy to find the info.

Cons

When the same person leaves the message, it doesn't get added into the same paragraph like Google Chat, it will show multiple lines. And it has the function for like/unlike only, we don't have choose to pick the reactions for the message, for instance, reaction of happy, shock, or lol.