RingCentral Contact Center Features

RingCentral Contact Center

The Collaborative Contact Center solution from the industry

4.28/5 (134 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

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Email Integration (83 other apps)
Instant Messaging (89 other apps)
Knowledge Base Management (90 other apps)
Monitoring (90 other apps)
Multi-Channel Communication (85 other apps)
Prioritizing (63 other apps)
Real Time Monitoring (66 other apps)
Reporting & Statistics (107 other apps)
Social Media Integration (79 other apps)
Support Ticket Management (66 other apps)
Surveys & Feedback (80 other apps)
Third Party Integration (112 other apps)
Workflow Management (74 other apps)

Competitor Feature Comparison

RingCentral Contact Center Feature Reviews

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

Ankit Singh

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
Deirdre Gray

Reliable with Great Call Quality

2018-06-13

Pros

Integrates so social media easily. It keeps track of all the contacts that I made.

Cons

Set up was a bit time-consuming.

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
Darci Poole

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. 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.

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
Reyner Tantra

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
Perla Mora

Very useful tool.

2018-08-28

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
David Deloach

RingCentral app!

2017-08-08

Pros

The RingCentral app is very straight forward, and simple to use! It does exactly what you need it to do. Which is make calls and send texts.

Cons

The cons for this app is the integration issues.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Software Advice
Helpful?   Yes   No
Read more
Jessica LeFlore

great tool for streamlining communication

2017-12-15

Ability to text with customers from an office-specific number

Pros

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.

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
Source: Capterra
Helpful?   Yes   No
Read more
Winnie Luk

Ringcentral Contact Centre/Customer Support is excellent!

2017-08-08

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

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

Good system for customer contact center

2018-06-05

Easy to manage contact center info.

Pros

Many functions for you to manage the contact center info.

Cons

it would be great if it could develop into CRM systems, so users no need to manage 2 systems to save time.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Joseph Dittman

Ring Central call Center

2018-08-23

Pros

They can cycle through your office, via cell phone. 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
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
Dave Shaddix

Love Ring Central...just wish it was more affordable

2018-06-15

Everything is handled via a email.

Pros

We really loved the cell phone integration options.

Cons

The price is the only problem I have. We wanted a few high end features, which pushed us to an Enterprise plan. For each user it was very expensive. And they wont let you mix and match groups. So if only your exec team needs Enterprise and all your workers just need Basic...you have to pay for Enterprise for every employee.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

7/10
Source: Software Advice
Helpful?   Yes   No
Read more
Desirae Szloboda

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
Abraham Steel

Top of the Line Contact Center Software With a Friendly Interface

2018-09-24

Utilized this product from Spring 2015 - Spring 2016

Pros

Like other RingCentral products I have used in the past, Contact Center shared the same user friendly, colorful, and intuitive interface that made learning to navigate the software a breeze.

Cons

There is nothing negative that comes to mind when considering this product except that I wish it were a bit cheaper. In my opinion, it's still worth every penny.

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
Chris Vargas

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. I'm unable to put one on hold and answer another which can be very difficult in this line of work.

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
Maria Rossi

Excellent voice quality

2018-04-06

Pros

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.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

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

Fast and easy customer support

2014-08-28

Pleasant and clear communication.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Angela Kontoff

Streamlined UI and Easy Function

2017-04-15

Pros

Easily read and understood user interface, intuitive really.

Cons

Customer Support is based out of the US, a little tricky to understand the reps but they were still able to handle issues efficiently and effectively.

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
Elijah Ward

Useful reporting data, easy to operate,

2015-11-18

The only problem I've had was the removal of my ability to export a certain view in the reports section with the updates made to the design of the admin interface. However, RingCentral Support has been made aware of the problem and has communicated to me that they are actively working to resolve it.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Aradhna Chopra

Customer Review 10/2/2014

2014-10-02

Tech Support is very patient, helpful, and knowledgable.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Kevin Holt

Our primary use is toll-free number routing

2019-04-19

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.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Jessica Riley

Helpful

2019-11-05

Pros

They are very patient and knowledgable.

Cons

What I like least about this contact center is I have had a very hard time getting a hold of our account manager.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

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

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
Michelle Bulnes

RingCentral is very helpful.

2018-06-05

I am able to collect valuable data from calls.

Pros

I like collecting data from calls (how many/time duration).

Cons

Wish there was scheduling option to change out-of-office during holidays automatically.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Jodi Barcelona

Excellent purchase at RingCentral

2019-01-07

Pros

Excellent communication to walk you through set-up processes , no matter what time of day or even night that you contact them, it might have even been on a holiday!!!

Cons

Nothing that I can write about would be negative. It's all positive comments other than the research h in looking up the numbers available to all in different geography...but that may have been my own (or users error), since I was looking for many geographical areas to serve different clientele

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Occasionally

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
Read more