RingCentral Contact Center Features

RingCentral Contact Center

The Collaborative Contact Center solution from the industry

4.31/5 (155 reviews)

RingCentral Contact Center Feature Summary

  • 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

Competitor Feature Comparison

API
Activity Dashboard
Agent Interface
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Audio / Video Conferencing
Auto-Dialer
Automated Routing
Automatic Call Distribution
Automatic Lead Distribution
Blended Call Center
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
Chat/Messaging
Chatbot
Collaboration Tools
Computer Telephony Integration
Conferencing
Contact Database
Contact Management
Conversion Tracking
Customer Database
Customer History
Customizable Reports
Data Import/Export
Data Synchronization
Distribution Management
Drag & Drop
Email Management
Employee Management
Event Triggered Actions
FCC Compliance
FTC Compliance
Fax Management
Feedback Management
File Sharing
File Transfer
Historical Trend Analysis
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Keyword Tracking
Lead Distribution
Lead Management
List Management
Live Chat
Manual Dialer
Mobile Access
Multi-Channel Communication
Multi-Channel Management
Multi-User Collaboration
Multiple Scripts
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
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Request Assignment
SMS Messaging
Scheduled Recording
Search/Filter
Self Service Portal
Single Sign On
Skills Tracking
Social Media Integration
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Text to Speech
Third Party Integrations
Video Conferencing
Virtual Assistant
VoIP Connection
Voice Customization
Voice Mail
Workflow Management
Workforce Management
Visit WebsiteCompare App
API
Activity Dashboard
Agent Interface
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Audio / Video Conferencing
Auto-Dialer
Automated Routing
Automatic Call Distribution
Automatic Lead Distribution
Blended Call Center
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
Chat/Messaging
Chatbot
Collaboration Tools
Computer Telephony Integration
Conferencing
Contact Database
Contact Management
Conversion Tracking
Customer Database
Customer History
Customizable Reports
Data Import/Export
Data Synchronization
Distribution Management
Drag & Drop
Email Management
Employee Management
Event Triggered Actions
FCC Compliance
FTC Compliance
Fax Management
Feedback Management
File Sharing
File Transfer
Historical Trend Analysis
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Keyword Tracking
Lead Distribution
Lead Management
List Management
Live Chat
Manual Dialer
Mobile Access
Multi-Channel Communication
Multi-Channel Management
Multi-User Collaboration
Multiple Scripts
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
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Request Assignment
SMS Messaging
Scheduled Recording
Search/Filter
Self Service Portal
Single Sign On
Skills Tracking
Social Media Integration
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Text to Speech
Third Party Integrations
Video Conferencing
Virtual Assistant
VoIP Connection
Voice Customization
Voice Mail
Workflow Management
Workforce Management
Visit WebsiteCompare App
API
Activity Dashboard
Agent Interface
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Audio / Video Conferencing
Auto-Dialer
Automated Routing
Automatic Call Distribution
Automatic Lead Distribution
Blended Call Center
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
Chat/Messaging
Chatbot
Collaboration Tools
Computer Telephony Integration
Conferencing
Contact Database
Contact Management
Conversion Tracking
Customer Database
Customer History
Customizable Reports
Data Import/Export
Data Synchronization
Distribution Management
Drag & Drop
Email Management
Employee Management
Event Triggered Actions
FCC Compliance
FTC Compliance
Fax Management
Feedback Management
File Sharing
File Transfer
Historical Trend Analysis
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Keyword Tracking
Lead Distribution
Lead Management
List Management
Live Chat
Manual Dialer
Mobile Access
Multi-Channel Communication
Multi-Channel Management
Multi-User Collaboration
Multiple Scripts
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
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Request Assignment
SMS Messaging
Scheduled Recording
Search/Filter
Self Service Portal
Single Sign On
Skills Tracking
Social Media Integration
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Text to Speech
Third Party Integrations
Video Conferencing
Virtual Assistant
VoIP Connection
Voice Customization
Voice Mail
Workflow Management
Workforce Management
Visit WebsiteCompare App

RingCentral Contact Center Feature Reviews

25 reviewers had the following to say about RingCentral Contact Center's features:

Jeff J.

A must if you're using Ring Central Phone!

2020-06-09

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.

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.

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No
Read more
Jeremy M.

Feature galore

2018-04-11

Pros

Call center analytics side is fantastic, reporting is a sink, it takes sometime to get used to but afterwords its great.

Cons

Customer service when you do need something, can be quite challenging - this company has not scaled its support to sales very well.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No
Read more
Darci P.

Great product for property management call center

2017-07-18

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Ankit S.

Great digital connectivity

2018-11-27

Easy navigation with excellent integration across all devices like mobile, desk and laptop

Pros

Join now feature allowing jumping on calls through single touch

Cons

Dial in restriction - only 5 or less people can dial in with the base verison

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Sean D.

Incredible call center alternative (especially when working from home)

2020-11-24

Users can call support and each of us gets a notification and the opportunity to answer the call from our computer.

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Elijah W.

Useful reporting data, easy to operate,

2015-11-18

I enjoy being able to make such immediate changes in our call queues and having access to such useful data.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Desirae S.

Ring Central

2017-02-11

I especially liked the mobile app that allowed me to take service calls while on the go.

Pros

Mobile app

Cons

Dialing out with the app seemed to be an issue for us, but it may have been our settings.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering RingCentral Contact Center

Give it a try, I think you'll like it.

Source: Software Advice
Helpful?   Yes   No
Read more
Joseph D.

Ring Central call Center

2018-08-23

Pros

Each worker can set them self on live to be on the queue for a rotation, or first one wins- managers choice.

Cons

It does not have great controls integration systems.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No
Read more
Deirdre G.

Reliable with Great Call Quality

2018-06-13

Pros

EASILY!!! Calls went down with no problems at all.

Cons

Getting in touch with customer service was a hassle due to the wait time.

Rating breakdown

Ease of use
Features

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
Chris V.

I use this in the recruiting department of a Trucking Company

2018-05-15

Pros

What I like most is that the real time reports that are available for everyone who uses it.

Cons

What I like least about the software is the inability to handle multiple calls at once.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
christine a.

Very Good Price

2020-09-08

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Kelly T.

Depends on day for Performance

2017-12-07

Overall I guess the system is good. easy to use and even though some days we don't hear phone ring we can always check the app

Pros

It is an easy system to use, I like the fact that we can check on calls from emails and we get alerts. I also like the ability to see faxes.

Cons

But then some days we don't get the actual phone call for some reason, it shoes up in the email alerts, but customer thinks we are not answering calls.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Software Advice
Helpful?   Yes   No
Read more
Larzel C.

Ringcental has helped our contact center better!

2018-06-10

It's good but sometimes it also helps if the people running it and their customer support would make up for their services provided.

Pros

You can also easily tract calls and create a queue.

Cons

Their customer service is really bad and sometimes there are glitches and bugs that becomes an issue.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Software Advice
Helpful?   Yes   No
Read more
Desirae S.

RingCentral

2018-07-25

It appears to be quite flexible depending on each company's needs and allows for call agents to pick up those critical customer calls even when they are on the go.

Pros

RingCentral provides the ability to forward your incoming calls to your mobile or office phone and also allows you to answer incoming calls on your computer.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
Read more
Anonymous
(Human Resources company, 501-1000 employees)

Calling Software for you

2020-08-11

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.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Reyner T.

Good Call Center Solution for Mid-Size Organizations

2016-12-10

You can create rules for call handling based on any business need

Pros

Good features Integration Call flows

Cons

Did have some downtime in the best Customer Service is a little on the unpleasant side.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No
Read more
Lucy C.

Very organized tool

2020-09-09

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

Pros

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.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Cheylene R.

Ring Central - As expected for the Price

2018-03-13

Pros

Well priced relatively intuitive the app works great which is helpful if you need to run out of the office good voice quality no call interruptions

Cons

Bazar limitations when setting up the IVR the per-user fee is expensive reporting functions are very limited

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Software Advice
Helpful?   Yes   No
Read more
Greg F.

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

2020-11-16

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

0/10
Source: Capterra
Helpful?   Yes   No
Read more
Arthur Thomas M.

Ring Central

2021-02-11

My overall experience was with Ring Central Contact Center was great for the purposes that I was allowed to use it for in my role.

Pros

It was very easy to use to contact potential clients when other systems were down.

Cons

I was not exposed to the software's full featured potential based on the way that my company used it and how it was taught to me.

Rating breakdown

Value for money
Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No
Read more
Neil S.

Great VOIP solution for multiple locations

2018-12-19

This solution provides call conferencing to every user as well as a screen sharing option for online meetings.

Pros

The mobile App is probably the most liked part of this solution as it enables a user to answer their work phone from their mobile device.

Cons

As the system is using the Internet there are times when a call quality can be poor or it has a problem connecting.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No
Read more
Mark S.

Great service experience

2015-07-31

Rep did a great job of walking me through them via our chat session.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Hospital & Health Care company, 201-500 employees)

Ring Central For More Accurate Reports

2019-04-25

Ring central is an user friendly app which will allow you to keep track of your calls, meetings and updates.

Pros

It will allow you to keep track of the Average Handle time, hold time and more, live, in a dashboard.

Cons

If they could add a training on how to export the information, at the begging may be a little confusing

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Consumer Goods company, 51-200 employees)

RingCentral - Contact Center

2018-12-19

Overall, the system works as intended. I wish we can consolidate the apps to use as one, though.

Pros

This is highly custmizable and they have a number of resources you can use to get your contact center going.

Cons

They seem to have a lot of errors when using the contact center solution.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Eric K.

Switched from Google Voice

2021-04-06

Super happy using this software for call and text communications.

Pros

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

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more