RingCentral Contact Center Pricing, Features, Reviews & Alternatives

RingCentral Contact Center

The Collaborative Contact Center solution from the industry

4.31/5 (154 reviews)

RingCentral Contact Center 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.

RingCentral Contact Centre’s integrated platform scales easily, allowing agent managers to add and eliminate agents on demand. The IVR (interactive voice response) system provides advanced routing functionality for both agent-based and self-service features. Customers are able to self-solve cases such account inquiries and bill pay, freeing up agents’ time to handle more complex issues. The solution comes with a skills-based ACD (automated call distribution) engine that matches requests to the agents that are best equipped for the case.

RingCentral Contact Centre’s My Agent eXperience (MAX) tool displays customer CRM details and caller information to agents, and offers CTI (computer telephony integration) screen pops that help reduce call-handling times and improve experiences. User-friendly analytics and reports present key metrics that help improve critical business decisions. Users can choose from pre-built reports, ad-hoc reports, and custom reports with up-to-the-minute data.

The platform offers various third-party integrations for joining customer data such as Salesforce, Google, Zendesk, Box, and various other popular CRM platforms. Outbound calling features enable sales, fundraising, collections and customer outreach with an outbound dialer that supports predictive, progressive, and preview dialing methods. RingCentral Contact Centre’s includes additional features such as call suppression for compliance, automated speech recognition, and text-to-speech in multiple languages.
www.ringcentral.com

Pricing

Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, China and 3 other markets, Japan, Germany, Brazil

Supported languages

English, Spanish, Chinese (Simplified), Chinese (Traditional), Italian and 4 other languages, German, Portuguese, Japanese, French
RingCentral Contact Center screenshot: Flexible, user-friendly analyticsIntroducing RingCentral Contact CenterRingCentral Contact Center screenshot: Up-to-the-minute information via easily customizable dashboardsRingCentral Contact Center screenshot: Seamless integration between RingCentral and Salesforce CRMRingCentral Contact Center screenshot: Transform customer engagement with Collaborative Contact Centre technology

RingCentral Contact Center user reviews

Value for money
Features
Ease of use
Customer support
  4.0
  4.3
  4.3
  4.4
Katherine L. T.

Great for Small Virtual Law Office

Used daily for 2+ years
Reviewed 2018-12-04
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Josiah H.

Has everything you need at a great price

Used daily for less than 6 months
Reviewed 2020-01-15
Review Source: Software Advice

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Eric K.

Switched from Google Voice

Used daily for less than 6 months
Reviewed 2021-04-06
Review Source: Capterra

Super happy using this software for call and text communications.

Pros
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. It makes it easy to dial out, answer, set vm greetings, send texts and more. Very please with it and the associated mobile and gmail apps.

Cons
None yet, truthfully in the few weeks in use it hasn't given me a reason to be unhappy with the product at all.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 10/10

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Greg F.

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

Used daily for less than 6 months
Reviewed 2020-11-16
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 0/10

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Steven J.

Wonder Phone Cloud Based System

Used daily for 2+ years
Reviewed 2020-12-28
Review Source: Capterra

My overall experience has been extremely positive.

Pros
This is by far the best phone cloud based system on the market, that includes all of the features to supply the communication needs of small to large businesses

Cons
The pricing is a bit on the high end of the market would be my only complaint.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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RingCentral Contact Center pricing

RingCentral Contact Centre is available in three editions: Entry, Standard, Premium and Ultimate.

Contact RingCentral for detailed pricing information.

RingCentral Contact Center features

API
Activity Dashboard
Alerts / Escalation
Call Center Management
Chat/Messaging
Live Chat
Mobile Access
Multi-Channel Communication
Queue Management
Real-Time Chat
Reporting & Statistics
Reporting/Analytics
Surveys & Feedback
Third Party Integrations

Alerts/Notifications (153 other apps)
Customizable Branding (204 other apps)
Email Management (149 other apps)
Knowledge Base Management (175 other apps)
Self Service Portal (153 other apps)
Support Ticket Management (138 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for RingCentral Contact Center

Key features of RingCentral Contact Center

  • Hotkeys
  • Inbound Reporting
  • Multi-Part Conferencing
  • Outbound Reporting
  • VoIP
  • Advanced IVR
  • Toll-free, local, and vanity numbers available
  • Automatic call distribution
  • Skills-based routing
  • Email routing
  • Social media
  • Web chat routing
  • Outbound campaign management
  • White glove implementation service
  • Predictive & progressive dialer
  • Data directed routing
  • Advanced agent management
  • Real-time dashboards
  • Historical reporting
  • Wallboard support
  • 3rd party integrations
  • CRM integrations
  • Supervisory features
  • Open platform with API / SDK
  • Optional speech recognition
  • Optional workforce management
  • Queue-based routing
  • Real-time reporting
  • Standard IVR & ACD
  • Voice
  • Ports/agent
  • CRM Integration
  • Multi-channel communication
  • Preview dialer
  • Campaign management
  • Chat, email, social media
View All Features

Benefits

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.