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NICE inContact vs RingCentral Contact Center Comparison

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Overview

Category Leaders

NICE inContact delivers the most complete and customer-focused cloud platform for companies to transform their customer experiences.

Category Leaders

RingCentral Contact Centre provides customers and call center managers with omnichannel capabilities and a comprehensive...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from
$100/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
/
No info available
/
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

196

177

58

17

8

  • Value for money
  • Ease of use
  • Features
  • Customer support
89%
would recommend this app

5

4

3

2

1

84

46

17

5

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

Pros

I like the calls are saved with good quality and that if need be their life can be extended if they are set to be uploaded for a specific period of time.
It makes routing calls and playing messages really easy and it also has great scripting opportunities. I also like how easy it is to use CXone on the agents computers.
Easy to use, great functionality, accessible with screen reading software which is a major plus for our staff. There's great customization of IVR and messaging.

Pros

Janna was my technical support representative and she was excellent. She had a great attitude.
Ring central is awesome if you want to keep a good track of the amount of calls your company received, the reason why and what was done during the call.
Customer service is great. I am very glad I switched to Ring Central, not only do I get better service but for a better price.

Cons

Constant email outage notifications for products I dont have, and then when our system DOES fail (inevitably), the e-mail comes 20 minutes after the outage.
If you make one small mistake, it can lead to a whole mess. Creating analytics reports is a challenge as well because the system is not smart enough to learn from the testing we do.
But the numbers seemed wrong. So I pull Contact History, and select for abandons to show.

Cons

The only complaint I have with this software is that sometimes when the phone calls come in, they don't ring or even show up until you get a notification that you missed the phone call.
The only issues I had were directly related to lack of internet and mobile service available at my location and in no way is a reflection on the RingCentral application.
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.
  • Vendor responds to reviews
  • Last reviewa month ago
  • Vendor responds to reviews
  • Last review13 days ago

Key features

  • Total features108
  • "What If" Scenarios
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Agent Interface
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Audio / Video Conferencing
  • Auto-Dialer
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Calendar Management
  • Call Center Integration
  • Call Center Management
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Tracking Metrics
  • Call Transcription
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Caller Profiles
  • Campaign Management
  • Categorization/Grouping
  • Chat/Messaging
  • Chatbot
  • Collaboration Tools
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Contact Management
  • Contractor Management
  • Conversion Tracking
  • Customer Database
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Forms
  • Customizable Reports
  • Data Import/Export
  • Data Synchronization
  • Distribution Management
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Employee Management
  • Employee Scheduling
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Fax Management
  • Feedback Management
  • File Sharing
  • File Transfer
  • Forecasting
  • Gamification
  • Historical Trend Analysis
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Keyword Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Lead Distribution
  • Lead Management
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-User Collaboration
  • Multiple Parties
  • Multiple Scripts
  • Network Monitoring
  • On-Demand Recording
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Progressive Dialer
  • Prospecting Tools
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Reporting
  • Real-Time Chat
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • SMS Messaging
  • Scheduled Recording
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Single Sign On
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Variable Workforce
  • Video Conferencing
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Workflow Configuration
  • Workflow Management
  • Workforce Management
  • Total features86
  • "What If" Scenarios
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Agent Interface
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Audio / Video Conferencing
  • Auto-Dialer
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Calendar Management
  • Call Center Integration
  • Call Center Management
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Tracking Metrics
  • Call Transcription
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Caller Profiles
  • Campaign Management
  • Categorization/Grouping
  • Chat/Messaging
  • Chatbot
  • Collaboration Tools
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Contact Management
  • Contractor Management
  • Conversion Tracking
  • Customer Database
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Forms
  • Customizable Reports
  • Data Import/Export
  • Data Synchronization
  • Distribution Management
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Employee Management
  • Employee Scheduling
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Fax Management
  • Feedback Management
  • File Sharing
  • File Transfer
  • Forecasting
  • Gamification
  • Historical Trend Analysis
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Keyword Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Lead Distribution
  • Lead Management
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-User Collaboration
  • Multiple Parties
  • Multiple Scripts
  • Network Monitoring
  • On-Demand Recording
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Progressive Dialer
  • Prospecting Tools
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Reporting
  • Real-Time Chat
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • SMS Messaging
  • Scheduled Recording
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Single Sign On
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Variable Workforce
  • Video Conferencing
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Workflow Configuration
  • Workflow Management
  • Workforce Management

Integrations

  • Total integrations23
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations16
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

NICE inContact vs. RingCentral Contact Center

See how NICE inContact and RingCentral Contact Center stack up against each other by comparing features, pricing, ratings, integrations, security & more.

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10+ YEARS RECOMMENDING SOFTWARE

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