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RingCentral Contact Center Pricing, Features, Reviews and Alternatives

RingCentral Contact Center product overview

What is RingCentral Contact Center?

RingCentral Contact Centre is a multi-channel contact center platform designed to allow customers choose the way they wish to interact. The platform provides native support for voice, web chat, SMS, email, and fax, with the option to add social media. Advanced inbound and outbound media routing and distribution features enable businesses of all sizes to improve responsiveness with customers.

Key benefits of using RingCentral Contact Center

  • RingCentral Contact Centre allows customers to reach agents on the channel of their choice, whether via voice, web chat, social media, email, SMS or fax.

  • Remote agents using RingCentral Contact Centre can log onto the platform from anywhere that has an internet connection.

  • Organizations with seasonal demand have the ability to add and remove agents as needed.

  • Scheduling, tracking, and training agents are provided with a comprehensive suite of tools for workforce management and optimization.

  • RingCentral Contact Centre offers integration with third party applications from Salesforce, Google, Zendesk, Box, and more.
  • Typical customers

    Freelancers
    Small businesses
    Mid size businesses
    Large enterprises

    Platforms supported

    Web
    Android
    iPhone/iPad

    Support options

    Knowledge Base
    Email/Help Desk
    Chat
    FAQs/Forum
    Phone Support
    24/7 (Live rep)

    Training options

    Live Online
    Videos
    In Person
    Webinars
    Documentation

    RingCentral Contact Center features

    Functionality

    4.3

    /5

    164

    Total features

    86

    9 categories

    Most valued features by users

    Reporting/Analytics
    API
    Third Party Integrations
    Chat/Messaging
    Reporting & Statistics
    Multi-Channel Communication
    Live Chat
    Activity Dashboard

    Functionality contenders

    RingCentral Contact Center users reviews

    Overall Rating

    4.3

    /5

    164

    Positive reviews

    Rating breakdown
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend8.2/10
    Rating distribution

    5

    4

    3

    2

    1

    88

    47

    20

    5

    4

    Pros
    We use this program 2-3 a week and the quality is good. When we have issues we are easily able to contact support team and they are friendly and helpful with an issues that arise.

    EM

    Ericka M.

    Our sales team switched from Google Voice a few weeks ago to RingCentral and it's amazing. It has a clean useful interface on the web version that I use.

    EK

    Eric K.

    So far so good, very helpful. I like that a human answers the phone if I have questions or I can go through the chat feature.

    ca

    christine a.

    Cons
    Lackluster support, misleading plan details. Most of these reviews are suspicious.

    MA

    Mohammad A.

    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.

    GF

    Greg F.

    Every once in a while the program will have a slight lag, cant say this is a con though because it may be related to computer/device.

    JT

    Jerry T.

    Overall rating contenders

    Overall Rating

    Very pleased

    Reviewed 5 months ago

    Transcript

    Josh: Hi, my name's Josh. I'm a lawyer and law firm partner at a firm I founded. I give RingCentral's...

    AvatarImg
    AvatarImg

    Sean D.

    Marketing Assistant

    Computer Software, 51-200 employees

    Review source

    Overall Rating

    Incredible call center alternative (especially when working from home)

    Reviewed a year ago

    Transcript

    Sean: Hey, I'm Sean, conversion specialist. I give RingCentral Contact Center a five out of five. For...

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

    Share this review:

    Great for Small Virtual Law Office

    Reviewed 3 years ago

    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.

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

    Share this review:

    Review for RingCentral Contact Center

    Reviewed 10 months ago
    Pros

    We like that RingCentral has an extensive reporting system so that we can monitor efficiency of our call queues. Our management wanted to view realtime reports and graphs to show how our staff was working, which hours were peak hours and which hours needed more staff.

    Cons

    So far we do not have any complaints for using the software. Initial setup wise, our call queues were fairly complicated so we had to hire a third party to setup our call queues and directory structure. We felt that the initial setup through incontact was too complicated without utilizing outside help. Im not sure if there was a better way around this, however, such as more docs or such. To put into perspective, our migration from our previous, on-prem phone system to RC took about 3 months of setup. This included account creation, call tree creation, logic and voice recording for 8-9 different companies.

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

    Share this review:

    Great overall solution for call centers

    Reviewed a month ago

    Overall very satisfied with this program as it is a really complete solution; I worked 16 years in call centers and used it for only 6 months during my last experience and I can definitely tell that I am really impressed compared to all the other call centers tools I used before in all my carreer;

    Pros

    Whatever your position, you can all work with it in a very efficient way, easily without any need to provide a training for it. Impressive really as it is so complete with anything you can need in a call center eather as the client or an outsourcer;

    Cons

    Sometimes, as any program, some bugs can happen when trying to type or some lags when trying to get reports out.

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support

    Share this review:

    Delays in the call quality, terrible customer service, and extra charges

    Reviewed 2 years ago

    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...

    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.

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend9/10

    Share this review:

    Works for our 24/7 Prayer line and Prayer Team

    Reviewed 3 months ago

    People who call a Prayer line (especially at night) generally are in crisis. RingCentral allows our Prayer Team the ability to meet them in their time of need and provide comfort and assistance in the name of Jesus.

    Pros

    I most appreciate the ability to sequentially forward incoming calls, to notify me of missed calls, and to allow me to contact the team.

    Cons

    It would be nice to have SPAM call identification and blocking. At least 50% of incoming calls are just SPAM or robocalls. Since it is imperative that a call for an actual prayer request be answered, and since even hang-ups need to be followed up, it would be nice to have a SPAM filter. To be honest, the fault does not really lie with RingCentral, but with those who waste people's time and energy trying to scam them.

    RingCentral Contact Center FAQs and common questions

    Q. Who are the typical users of RingCentral Contact Center?

    RingCentral Contact Center has the following typical customers:
    Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business


    Q. What languages does RingCentral Contact Center support?

    RingCentral Contact Center supports the following languages:
    Chinese (Simplified), Chinese (Traditional), English, French, German, Italian, Japanese, Portuguese, Spanish


    Q. Does RingCentral Contact Center support mobile devices?

    RingCentral Contact Center supports the following devices:
    Android, iPad, iPhone


    Q. Does RingCentral Contact Center offer an API?

    Yes, RingCentral Contact Center has an API available for use.


    Q. What other apps does RingCentral Contact Center integrate with?

    RingCentral Contact Center integrates with the following applications:
    Salesforce Service Cloud, Dropbox Business, Box, Microsoft 365, ServiceNow, Zendesk


    Q. What level of support does RingCentral Contact Center offer?

    RingCentral Contact Center offers the following support options:
    Knowledge Base, Email/Help Desk, Chat, FAQs/Forum, Phone Support, 24/7 (Live rep)

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