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RingCentral Contact Center Features

Features Summary

Functionality

4.3

/5

167

Total features

87

9 categories

RingCentral Contact Center features

API
Activity Dashboard
Activity Tracking
Agent Interface
Alerts / Escalation
Archiving & Retention
Auto-Dialer
Automated Routing

Common features of Contact Center software

API
Activity Dashboard
Activity Tracking
Agent Interface
Alerts/Notifications
Auto-Dialer
Automated Routing
Automatic Call Distribution

Screenshots

Contenders comparison

Functionality

4.3

/5

167

Price starts from

ic-pricetag

No pricing info

visit website

Total Features

87

Unique features

  • Workforce Management

  • List Management

  • Keyword Tracking

  • Call Transcription

Functionality

4.3

/5

3K

Price starts from

49

/user

Per month

visit website

Total Features

181

Features in Common

57

Unique features

  • Account Alerts

  • Proactive Chat

  • Churn Management

  • Performance Metrics

Functionality

4.5

/5

1.7K

Price starts from

0

visit website

Total Features

143

Features in Common

48

Unique features

  • Tagging

  • @mentions

  • Configurable Workflow

  • Employee Management

Common RingCentral Contact Center comparisons

Reviewers who mentioned features said:

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

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Great for Small Virtual Law Office

Reviewed 4 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

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Review for RingCentral Contact Center

Reviewed a year 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 recommend9/10

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Review of Product Software

Reviewed 12 days ago

RingCentral has allowed us to speed up call routing and decisions making among our operators that is crucial to our success

Pros

The features of RingCentral that are most impactful for our business have been the call center management and Caller ID. We find that these features have allowed us to make more money each month through the ease of integration into our current processes and the ability to create new efficiencies that we would have not had the chance to create with other similar software options available in the marketplace.

Cons

We've not found anything about RingCentral that is difficult to use or problematic with integrating into our existing systems.

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

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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 recommend10/10

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Wonder Phone Cloud Based System

Reviewed 2 years ago

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.

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

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Excellent software for Call center industry!

Reviewed a month ago

Really great software, easy to run and implement, agents loves it and accurate dashboard with full information about performance.

Pros

Reports are so easy to run, accurate data and fast response.

Cons

Interface, could be better, needs to refresh and be more dynamics.

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

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Great product for property management call center

Reviewed 5 years ago

Great way for tenants to call in and inquire about rental properties or report maintenance issues.

Pros

Easy to use, instant notifications of incoming calls, all pertinent information included with message, good customer service

Cons

The ability to call customers back from the app has a delay and poor sound quality, so I typically have to write down the number and call them back from a normal line. When I'm away from my desk and only have my personal cell phone, I prefer not to use it because I don't want tenants having my personal information, so this is the only main con.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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A must if you're using Ring Central Phone!

Reviewed 2 years ago

Our organization uses Ring Central, Ring Central Phone, and Ring Central Contact Center for our phone system, scheduling conference calls (audio or video) and for phone monitoring and reporting in our call centers. All of the RC software plays nice with each other, including mobile versions.

Pros

The ability to monitor teams in real time via customizable dashboards is my favorite feature. It is as good as any telephony software that I have seen.

Cons

The reporting capabilities are somewhat robust, but creating custom reports beyond the stock templates is not intuitive and in a few instances we were not able to create the report we wanted with multiple data sets.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Excellent voice quality

Reviewed 4 years ago
Pros

The ability to have a central office number for all communication and texting is great! It is so helpful to have the app not tied to a single phone, so depending on who is working, they can log in and monitor the office remotely.

Cons

It could be nice to have all of ring central's solutions in one app. I realize they have reason for having them separate, but it would be nice to have them combined so I'm not jumping from one app to another.

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

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Great for internal communication

Reviewed 3 years ago

Positive overall! Great way to communicate with others you work with who you're not physically with during the day.

Pros

Really great platform for internal company use. I used ring central at the doggy day care facility where I used to work. It was great to be able to communicate with my coworkers in a very fast pace environment where there's a lot going on. Able to search keywords to search for certain things in conversations.

Cons

I don't really have anything bad to say about this platform. It's not the prettiest, but it's simple and that's a great thing.

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

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Incredible call center alternative (especially when working from home)

Reviewed 2 years ago

Ringcentral is incredible for my small team and has been crucial in keeping us [productive while working from home during the pandemic. Users can call support and each of us gets a notification and the opportunity to answer the call from our computer. Further, it is great for setting up interviews as it's as easy as sending out a link. I couldn't recommend this more to support teams as it has everything you need to help customers along their way when they have an issue.

Pros

Great features for a small/mid size team Great call clarity Incredible management of calls when working from home Fast support and assistance with issues

Cons

Not many to speak of. It does what it does and it does it well. I have not had an issue arise that wasn't resolved in a day since it was deployed

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Very organized tool

Reviewed 2 years ago

Overall is good. If RingCentral has the dark theme that will be great.

Pros

It has GIF that we can choose what we like instead of displaying random GIF. RingCentral group the images, files, pinned items together which is very easy to find the info.

Cons

When the same person leaves the message, it doesn't get added into the same paragraph like Google Chat, it will show multiple lines. And it has the function for like/unlike only, we don't have choose to pick the reactions for the message, for instance, reaction of happy, shock, or lol.

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

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Calling Software for you

Reviewed 2 years ago

Great calling software especially if you are working from home.

Pros

*Great feature for call routing * When you missed a call for someone you will receive an email notification together with their voicemail and voicemail in a text form

Cons

So far, this tool is a great help for me for calling my candidates so I don't have any problems with it.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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great tool for streamlining communication

Reviewed 5 years ago

Ability to text with customers from an office-specific number

Pros

The ability to have a central office number for all communication and texting is great! It is so helpful to have the app not tied to a single phone, so depending on who is working, they can log in and monitor the office remotely.

Cons

I would love to be able to mark a text message as unread through the app on the computer. You can do it through the app on a phone, but not if you are using the site or the desktop app. It also be great if you could make notations on messages.

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

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Big Fan

Reviewed 3 years ago

It has helped me to speed up communication, internally and externally, without having to utilize my personal cell. Love it!

Pros

I love the functionality of this product. Not only can I easily access the normal "office phone functions" (colleague extensions, out of office, call directory, etc.) but now I can text clients and candidates.

Cons

Generally I have no complaints. But, I wish you never had to log into your account online to access things like call logs, greeting admin, etc. I'd like to be able to do it all from the desktop app.

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

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I wouldn't have a business without RingCentral

Reviewed 5 years ago
Pros

Trust me I've looked into other companies and no other will deliver like RingCentral.There's never any service interruption and the price is great for our small business and it gives us the flexibility to look as big or small as we want.

Cons

Customer Service is great but sometimes communication with reps can be frustrating but overall they are great.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Our primary use is toll-free number routing

Reviewed 3 years ago
Pros

It has a lot of options for setting up the routing for voice/fax, good tracking in the reporting, and has been highly reliable with only one small instance of downtime in 6 years.

Cons

It can be a bit awkward to get things configured the way you'd like. The UI isn't always clear about what each option does.

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

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Very pleased

Reviewed 3 years ago

We have been very pleased with our use. Primarily we use this for faxes, and that has been great. My partner also likes to Text using a ring central number

Pros

This is an industry standard and has all the basic bells/whistles for communication control

Cons

the GUI could use some work. It is easy to use with mtiple folks, could be better

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

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Ringcentral Contact Centre/Customer Support is excellent!

Reviewed 5 years ago

The multi-level IVR enhances and connection music elevates the image of my law firm.

Pros

The support staff provided individualized attention to assist with onboarding of the software's many features and resolving concerns.

Cons

I had to find out about the contact centre services myself. My own account manager who was my first point of contact provided little assistance to me after I signed the contract. However, once I connected with the contact centre, I really felt like the team "has my back"

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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One of the best software

Reviewed 6 years ago

The best thing I like about ring central is I do not miss a single call from my office even when I am not on my desk. Call forwarding option on ring central gives me power to do other work in my office without any problems

Pros

Call forwarding option, customer service and notifications directly on my cell phone are biggest pros of this software

Cons

Its works great but once or twice a week it shuts itself down with red lights on, we have to reboot our phones everytime when this happens but overall it is satisfying

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

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Good

Reviewed 5 years ago
Pros

I think what I most like about Ring Central is the fax capabilities. Just sending a simple email and it turns it to a fax.

Cons

I would probably say my least favorite thing about Ring Central is the price. Its maybe just a little high but not bad.

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

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Very useful tool.

Reviewed 4 years ago

Very good!

Pros

Using it in a medical field, less expensive than e-fax in the EMR, very easy to use, you can save all numbers by name, create your own facesheet, hippa compliance, can create multiple accounts, receive confirmation by email. Save paper.

Cons

It would like to have like software integration with the EMR, you have to “print” to send the fax, is time consuming.

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

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RingCentral communication app

Reviewed 3 years ago
Pros

Awesome service, helps me organize inbound and outbound calls and faxes!

Cons

I don't have anything to add here, I haven't had any issues so far

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Perfect Business Communication Appliacation

Reviewed 4 years ago
Pros

This software help my organization to have perfect platform to interact with prospects and clients. It also has us in managing our customer through effective communication.

Cons

The software is very expensive in terms of cost. It pricing policy must be reviewed downward to encourage more users.

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

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Very Good Price

Reviewed 2 years ago

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.

Pros

The desktop and phone app is very useful, the chat button is there if we have any problems or issues, I think that the features will just get better.

Cons

The fax option is a little confusing to get too, each time I use it I have to remember where it is, it would be helpful to label it better