RingCentral Contact Center Review

RingCentral
Product:
Vendor:
Founded:
Headquarters:
RingCentral
RingCentral
2003
Belmont, CA
Ownership:
Customers:
Deployment Model:
Free Trial:
Public
350,000
Cloud
No

RingCentral At A Glance

Good: Ability to communicate with customers in any channel, integrated collaboration tools, optional workforce optimization solutions with enhanced performance management features.
Bad: Occasional technical glitches, interface tends to look dated and is not always intuitive.
Bottom Line: Cloud-based contact center solution that accommodates a mobile workforce.

Product Overview

RingCentral Contact Center is a cloud-based solution that helps call center agents provide efficient and exceptional customer service. It has omnichannel capability, so agents can engage with their customers by phone, email, live chat or social media. RingCentral Contact Center also has a flexible management interface, allowing call center managers to change call routing rules, measure agents’ performance and run reports without relying on IT staff.

The software’s additional benefits include:

  • Ability to support both inbound and outbound call centers
  • Accessiblity from any device to accommodate a mobile workforce
  • Better collaboration among agents and managers with integrated communication tools
  • Prebuilt integration with most customer relationship management (CRM) solutions (e.g., Salesforce, Zoho CRM, HubSpot)

RingCentral offers an optional Workforce Optimization solution that’s embedded in the contact center software. With it, managers can create shift schedules to maximize business coverage and perform quality control measures. There’s also a performance management feature that gives managers the opportunity to provide coaching and feedback to their agents, and agents can participate in challenges for points and badges with the gamification tool. Finally, the speech analytics function lets managers search for common keywords or phrases in call recordings to help them spot trends or issues.

Features

RingCentral Contact Center has over 40 features. Here are a few of its key ones.

Inbound call routing – The software has intelligent call routing aspects, such as interactive voice response (IVR), automatic call distribution (ACD) and computer telephony integration (CTI). The IVR and ACD features work together, so agents can use the information that’s collected from the IVR and won’t have to ask customers to repeat their questions.

There’s also a skills-based routing feature that connects the caller to a specific agent based on that agent’s skills or experience. And since RingCentral integrates with CRM solutions, agents can have relevant customer information on their screen and provide a more personalized call.

Outbound features – With RingCentral Contact Center’s automated outbound dialing features, agents won’t need to manually enter phone numbers, and they can click to call a contact within their CRM. The software also has an outbound campaign management feature that provides information to agents on when and how often to reach out to a specific contact.

Omnichannel – The omnichannel feature allows agents to provide additional methods of communication for their customers. The software can filter, route and track a customer’s email from submission to resolution. Agents can also communicate with customers in real time via live chat, text or social media.

Call monitoring tools – RingCentral Contact Center provides basic features that help call center managers measure their agents’ performance. Managers can record calls and listen to them afterward or listen in on calls silently. They can provide coaching to the agent on the call without the customer’s awareness, and they can speak to either the agent or customer during the call, too.

Reporting and analytics – Each user can access their own personalized real-time dashboards that present various metrics (e.g., call queues, team performance). The software has prebuilt templates, but users can also create their own custom reports within the point-and-click interface. And it integrates with back-end data systems, so users can compare call center performance metrics against their business data.

Collaboration – The software integrates with the RingCentral Glip, a team messaging and collaboration tool. Agents can chat with their team members, share files or engage in a video meeting. There’s also the RingCentral Pulse feature that uses intelligent bots to monitor specific key performance indicators (KPIs) and then sends real-time alerts to users via team messaging if immediate action is needed. Supervisors can use the team messaging app to customize the KPIs to specific agents and identify who should receive the notifications. The Pulse feature can help supervisors and agents take action quickly to resolve customer service problems and other critical issues.

Target Market

RIngCentral Contact Center targets call centers of all sizes in many industries, including health care, finance and insurance. We’ve listed 10 of its clients below.

  • Arco
  • AseraCare Hospice
  • Brightway Insurance
  • Essential Federal Credit Union
  • First Bank
  • ICON Eyecare
  • Optimum Credit
  • Stumptown Coffee Roasters
  • Thompson Law
  • Workato

Implementation/Integration

New clients work with a RingCentral Professional Service consultant for the duration of the implementation process. The consultant visits the client’s office for a kickoff meeting with an assessment of the client’s needs and requirements. Afterwards, the consultant develops a personalized implementation plan that includes hands-on training to administrators and end users. While Professional Services are available for all companies, RingCentral recommends it especially for enterprise organizations that have multiple locations, complex business requirements or limited IT resources.

As mentioned, RingCentral Contact Center integrates with most CRM systems. It also integrates with other applications, such as enterprise resource planning (ERP) software, document management solutions, business phone systems and artificial intelligence (AI) tools. RingCentral has open APIs, so clients can customize their contact center software to fit their business needs.

Customer Service & Support

The software has a support portal where users can browse a knowledge base, engage in a community forum or submit a ticket. They can also contact tech support directly by phone, live chat or social media.

RingCentral provides a training portal, RingCentral University, that stores videos, webinars and other resources. There’s also an Office Hour training session on the third Friday of each month where users can get information from a RingCentral expert.

Pricing

RingCentral Contact Center has three pricing plans. Specific pricing is not publicly available, so please contact the vendor directly for a quote.

The three plans are:

  • Basic, which has inbound voice features.
  • Advanced, which has the features of the Basic plan, plus omnichannel capability and advanced ACD and ICR features.
  • Ultimate, which has the features of the Advanced plan, plus outbound call center features.

Shortcomings

Some users have mentioned experiencing occasional technical issues, such as dropped calls. They also feel that the user interface looks dated and isn’t always intuitive.

Screenshots

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About

RingCentral’s mission is to empower companies to communicate and collaborate better with their employees, customers and partners using flexible and cost-efficient cloud-based communication solutions. In addition to its contact center software, RingCentral provides an all-in-one business phone system, a videoconferencing software, a team messaging app and an Internet fax solution.

The company received recognition as a leading vendor in Gartner’s 2019 Magic Quadrant for Unified Communications for a Service, Worldwide report. Additional accolades include the 2020 Colorado 100 Best Places to Work, CRM Magazine‘s 2019 “Rising Star” Service Leader and the 2019 Unified Communications Product of the Year.

RingCentral is headquartered in Belmont, CA and has several other offices in the U.S. and worldwide, including London, Sydney, Paris and Hong Kong.

Send feedback or corrections to feedback@betterbuys.com.

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