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RingCentral, Inc

RingCentral Contact Center

7.3 /10

19 Reviews Write a Review

What is RingCentral Contact Center?

RingCentral, Inc. is an award-winning global provider of cloud unified communications and collaboration solutions. More flexible and cost-effective than legacy on-premise systems, RingCentral solutions empower today’s mobile and distributed workforces to be connected anywhere and on any device through voice, video, team messaging, collaboration, SMS, conferencing, online meetings, contact center, and fax. RingCentral provides an open platform that integrates with today’s leading business apps while giving customers the flexibility to customize their own workflows.

Company Details

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RingCentral Contact Center Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on RingCentral Contact Center.

85 Likeliness to Recommend

3
Since last award

94 Plan to Renew

5
Since last award

77 Satisfaction of Cost Relative to Value

7
Since last award

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Emotional Footprint Overview

+84 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love RingCentral Contact Center?

2% Negative

8% Neutral

90% Positive

Pros

Respectful
Client Friendly Policies
Transparent
Friendly Negotiation

Feature Ratings

Average 79

Skills Based Routing

Call Recording

Multi Channel Queue Management

Contact Center Compliance Management

Multi Channel Intake Integration

Ticket Management

Screen Prompts

Call Scripting and Call Flow Management

Knowledge Management

Contact Center Analytics

Workforce Management

Vendor Capability Ratings

Average 76

Product Strategy and Rate of Improvement

Business Value Created

Availability and Quality of Training

Quality of Features

Breadth of Features

Usability and Intuitiveness

Vendor Support

Ease of Implementation

Ease of IT Administration

Ease of Data Integration

Ease of Customization

RingCentral Contact Center Reviews

Maximo L.

Role: Information Technology
Industry: Other
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2021

Excellent Calling software with a lots of features

Likeliness to Recommend

10 /10

What differentiates RingCentral Contact Center from other similar products?

Is a very collaborative and institutive call center software.

What is your favorite aspect of this product?

Aside from all the great features it has, the customer service is always there for you!

What do you dislike most about this product?

So far so good!

What recommendations would you give to someone considering this product?

Go ahead, is a very powerful platform with all the tools needed for a call center experience!

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Role: C-Level
Industry: Not for Profit
Involvement: Business Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Aug 2020

Easy to use!

Likeliness to Recommend

5 /10

Pros

Reliable
Enables Productivity
Client Friendly Policies
Acts with Integrity

How We Deliver

RingCentral Contact Center

What is RingCentral Contact Center?

Company Details

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RingCentral Contact Center Ratings

85 Likeliness to Recommend

3 Since last award

94 Plan to Renew

5 Since last award

77 Satisfaction of Cost Relative to Value

7 Since last award

Emotional Footprint Overview

+84 Net Emotional Footprint

How much do users love RingCentral Contact Center?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

RingCentral Contact Center Reviews

Maximo L.

Excellent Calling software with a lots of features

Likeliness to Recommend

Pros

Easy to use!

Likeliness to Recommend

Pros

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Screen Prompts

Call Scripting and Call Flow Management

Knowledge Management

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