RingCentral Contact Center Review

Your guide to RingCentral contact centre

RingCentral Contact Centre
Contact CentreReviews

Published: March 29, 2019

Rebekah Carter

Part of our RingCentral Buyer’s Guide.

In a world where customer experience is crucial to the success of your business, there are few things more important than your contact centre strategy.

A contact centre is how companies connect with their clients and offer the exceptional service that sets them apart from their competitors. However, in today’s complex and agile digital environment, it’s not enough for your contact centre to be nothing more than a room full of desk phones. Today’s forward-thinking brands are looking beyond the customer call, to omni-channel solutions that integrate with their CRM solutions.

RingCentral Contact Center is an omni-channel contact centre solution based on the cloud. Its simple interface ensures that agents are more efficient in their roles, while consumers have the freedom to decide where they want to interact with your company, through SMS, email, chat, social media and more. With a versatile approach and plenty of added features like intelligent IVR, RingCentral Contact Center can make it easier to delight your consumer base.

Features & Benefits

RingCentral Contact Center is a solution designed by one of the world’s leading brands in communication and cloud technology. Designed to work seamlessly with leading platforms like Salesforce, RingCentral Contact Center helps companies to better manage their customer journeys. Features include:

  • An all-in-one agent management solution with a simple integrated interface
  • Advanced reporting with real-time analytics, custom reports, and direct data access
  • Omni-channel support for SMS, instant chat, email, social media, and voice
  • Smart routing and IVR for quicker problem resolution
  • CRM integrations with leading services like Salesforce
  • Workforce optimisation, performance management, and quality management tools
  • Speech analytics for training and CX purposes

With RingCentral Contact Centre, companies can:

  • Enjoy the reliability of the cloud: Because RingCentral’s Contact Center is a CCaaS solution delivered on the cloud, you don’t have to worry about local disasters disrupting your business. With an SLA of 99.99% uptime as well as plenty of redundancy measures in place, RingCentral provides fantastic peace of mind
  • Plenty of flexibility for admins: Admins on the RingCentral Contact Center can change routing rules, set up intelligent IVR strategies, manage voice greetings, and even improve business performance with workforce optimisation
  • Access more context for agents: The RingCentral Contact Center “MAX” (My Agent Experience) service improves user satisfaction by giving your agents the information they need most. The service integrates with your CRM to deliver contextual screen pops with client data during conversations
  • Solve problems faster: RingCentral’s advanced routing and Interactive Voice Response system reduces cost per interaction by helping customers to choose the kind of service they want and routing conversations accordingly. RingCentral Contact Center also comes with a skills-based automated call distribution engine with support for automatic call-back requests
  • Learn from every interaction: With flexible and user-friendly analytics systems, companies can discover more about their contact centre and their consumer base. Real-time reporting even means that agents can respond to problems as soon as they emerge

Target Market & Regional Availability

RingCentral communication and collaboration products are available all over the world. The RingCentral Contact Center is a global service, designed to suit any size of contact centre. The “basic” package goes all the way down to support for a single port, while larger enterprises can create a more robust advanced contact centre with the help of the RingCentral team.

How to Buy & Pricing

RingCentral Contact Center is available in three editions:

  • Fundamental for inbound and outbound voice: Includes 1 port/agent inbound and outbound calls, as well as standard IVR and ACD capabilities
  • Advanced for omni-channel contact centres: Includes all essential features, plus omni-channel capabilities, superior IVR, and skills-based routing
  • Ultimate: Includes all the features of the advanced package, plus outbound dialling capabilities like a progressive dialler, preview dialler, predictive dialler, and campaign management services

To purchase RingCentral Contact Center, you can choose the package that suits your need best, then tailor it to include additional features, customer integrations, and even workforce optimisation services. When you contact the RingCentral team, an advisor will get back to you to discuss a personalised package and a price quote.Top of FormBottom of Form

FAQ & Finishing Thoughts

RingCentral Contact Center is a flexible cloud-based contact centre system equipped with everything today’s companies need to manage customer experience and business performance. With three packages to choose from, businesses have the freedom to design the contact centre solution that works best for them, and then add additional features like real-time dashboards, omni-channel access, and data-directed routing.

Q: What is Workforce Optimisation Software?

A: WFO or Workforce Optimisation software helps companies to encourage better productivity in the workforce through quality management systems, and reporting technology. Supervisors can see what their agents are doing and implement strategies to improve performance.

Q: What is ACD?

A: An ACD or Automatic Call Distributor automatically sorts incoming calls in a contact centre, to help with intelligent routing. RingCentral Contact Centre offers smart ACD as part of their smart routing service.

Q: What is CCaaS?

A: A contact centre as a service model is a type of contact centre solution delivered over the cloud. CCaaS services allow companies to invest in the technology they need on a pay-as-you-go basis, which can be ideal for a high-turnover environment like a call centre.

Q: What is an IVR?

A: An Interactive Voice Response system or IVR is a piece of telephony technology that helps companies to segment and route callers based on the kind of support they need. Intelligent IVR and routing systems ensure that the right customers are sent to the agents most equipped to address their issues.

Q: What is an omni-channel contact centre?

A: The RingCentral Contact Centre is an omni-channel service. This means that it can help companies to handle conversations through a range of different channels, including SMS, Social media, email, and instant messaging – not just standard telephony. As more customers search for alternative ways to connect with companies, the omni-channel contact centre is becoming increasingly popular.

Editor’s Note: This review was written before RingCentral acquired Dimelo (now RingCentral Engage) – the UC Today review of RingCentral Engage will be part of this Buyer’s Guide.

Have you tried RingCentral Contact Centre yet? What do you think about this unique service? Let us know in the comment section below.

 

CRMInteractive Voice ResponseOmni-channelWorkforce Optimization
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