RingCentral Contact Center is an omnichannel communications solution that allows businesses to connect with customers through voice, chat, email, and other digital channels. This RingCentral Contact Center review shows high scores for general features, customer service, and ease of use. However, it scored low on pricing because it does not offer transparent pricing for all its plans and does not have annual billing discounts.
This review examines this popular contact center solution’s features, pricing, and performance.
RingCentral Contact Center Review at a Glance
What We Liked
- Omnichannel communication for context-based customer support
- Extensive application programming interfaces (APIs) for improved functionality
- Easy-to-use interactive voice response (IVR) visual flow designer
- Advanced voice recording for spotting coaching and training gaps
What's Missing
- Detailed pricing not readily available on the website
- Advanced survey feature not available in the base RingEX plan
- High termination fees and surcharges
- Multichannel communication: RingCentral is one of the best cloud contact center providers, thanks to its voice, chat, email, and social media channels, including Facebook Messenger and WhatsApp.
- Agent training and performance improvement: RingCentral’s analytics measure historical data, such as call volumes and customer details, to predict future trends. Teams wanting to track key performance indicators (KPIs) must try RingCentral, which is why it made our list of the best call center monitoring software platforms.
- Efficient outbound calling: RingCentral Contact Center is among the best predictive dialer software on the market with outbound dialing modes (e.g., predictive, progressive, and preview dialers), letting you manage call campaigns more efficiently.
- Effective call distribution: Its excellent automatic call distribution (ACD) tool routes calls to the proper representatives. RingCentral’s ACD features include skills-based routing, call recording, and automatic callback.
- High-volume of local calls: If your contact center makes frequent outbound calls, RingCentral Contact Center comes with unlimited calls within the US and Canada.
- Low-cost solution: RingCentral Contact Center doesn’t publish all its subscription rates. It starts at $65 per user, paid annually, which is steep for most small businesses. Check out other options in our best call center systems guide.
- Simpler call recording features: RingCentral’s advanced recording capabilities may be too much for businesses with low call volumes requiring a no-frills tool. Choose from these call recording app alternatives.
- Intermittent or seasonal call volumes: RingCentral offers comprehensive communication management tools, which may be underutilized by teams with low customer engagement. Try a virtual phone system like Grasshopper. Read our review page to learn more about this platform.
Visit RingCentral Contact Center
RingCentral Contact Center Deciding Factors
RingCentral Contact Center is an omnichannel solution with an extensive set of features for a seamless customer and agent experience. It offers four plans featuring call management capabilities, workforce management tools, and integrations with third-party apps. Overall, we recommend this platform to businesses that provide different communication channels for customer service, as it keeps all customer interactions in one place.
Best For | Businesses that want a complete, omnichannel contact center solution |
Standout Features |
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Pricing Plans |
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Free Trial | 14-day free trial |
Annual or Volume Discounts Available | Not available |
Key Integrations | HubSpot Data Sync, Shadow Agent, Voxjar, and Zoho Flow |
Customer Service |
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Aside from a contact center platform, RingCentral has a cloud-based phone system equipped with unified communication features. For its scalability and comprehensive feature set, it topped our list of the best small business VoIP service. Learn more about the tool in this RingCentral review.
RingCentral Contact Center Alternatives
If RingCentral Contact Center doesn’t meet your business needs, other contact center systems like Nextiva, Vonage, and Dialpad may. Nextiva is great for contact center and collaboration features, while Vonage is ideal for teams looking to bolster their communication stack with customer relationship management (CRM) integrations. Check out Dialpad if you’re looking for a service provider with top-shelf artificial intelligence (AI) capabilities.
For more information on these three providers, read through our summary of essential information on these three RingCentral Contact Center alternatives.
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Best for | Companies wanting an omnichannel solution with an excellent call center threshold system | Businesses with fluctuating or seasonal calling needs | Teams looking to leverage AI to track customer sentiment |
Monthly Starting Price | Custom pricing | Custom pricing | $95 per user |
Learn More | Read our Nextiva Contact Center Review | Read our Vonage Contact Center Review |
Of all the criteria we examined in our review of RingCentral Contact Center, pricing was the area where the provider received the lowest score. According to RingCentral Contact Center’s pricing page, there are two plans: the RingCX plan, which starts at $65 per user monthly, and the Enterprise option. Its Enterprise option requires a discussion with sales and only offers annual billing.
All users get unlimited domestic inbound and manual outbound minutes, 20-plus digital and social channels, call recordings, and an outbound dialer. Upgrading to the Enterprise option unlocks advanced capabilities like journey analytics and over 30 digital channels. Learn more about RingCentral Contact Center pricing and plans by clicking the options below:
RingCentral Contact Center Plans | RingCX | Enterprise |
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Best for | Teams looking for a simple, easy-to-use solution with AI capabilities | Larger companies needing advanced and customizable contact center solutions |
Monthly Starting Price | $65 per user | Custom pricing |
Unlimited Domestic Inbound and Manual Outbound Minutes | ✓ | ✓ |
Call Management |
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Communication Channels | Voice, video, and 20-plus digital and social channels | 30-plus digital channels |
Dialers | Outbound dialer | Preview, predictive, u2028progressive dialer |
Recordings | Call recordings | Call, screen, and digital recordings |
Real-time and Historical Reports | ✓ | ✓ |
Integrations |
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Since the platform ticks off all the essential capabilities businesses look for in contact center systems, RingCentral got a near-perfect score, thanks to its omnichannel support, IVR capabilities, call monitoring and call prioritization, and outbound dialer offering.
RingCentral’s omnichannel contact center provides voice and over 30 digital channels. (Source: RingCentral)
Moreover, the system allows businesses to use different routing methods and ensure efficient customer service. Choose among skills-based, AI, voicemail, data-driven, and omnichannel routing modes. Here are other essential contact center features RingCentral offers:
- Call summaries
- Call transcripts
- Automated call scoring
- Feedback and coaching
- Agent notifications
- Keyword tracking
- Post-call speech analytics
- Outbound dialer
- Call recordings
- Real-time and historical reports
- Surveys
RingCentral Contact Center received a rating of 4 out of 5 for its specialized features, such as virtual numbers, APIs, and unlimited domestic calling. However, it fell short of a perfect score due to its metered international calling and the requirement for higher-tier plans to access workforce management tools. These features are essential for contact centers, enabling expanded geographical reach and facilitating agent monitoring.
Here are some more RingCentral Contact Center niche features:
RingCentral’s predictive dialer maximizes agent productivity by minimizing idle time spent waiting for people to pick up or get answering machines. Contact centers use predictive dialers to automate the dialing process, and they are useful in outbound call centers, customer service departments, and sales teams.
Small businesses benefit from predictive dialing because it allows you to spend more time speaking with clients. (Source: RingCentral)
Create spiels that team members will use when talking to customers. This will promote consistency and professionalism in messaging while helping agents gain confidence. With scripting, it’s easier to prevent miscommunication and inaccurate information. Ultimately, well-thought-out spiels can create a more positive customer experience.
RingCentral Contact Center’s scripting feature helps agents follow a professional spiel that has accurate information. (Source: RingCentral)
These are browser windows that appear when a company representative connects with a customer. The box displays information that helps the agent address the customer’s concern, for example, personal information from the contact management system or the options the customer chose in the IVR.
RingCentral integrates with well-known platforms such as Salesforce, Dynamics, Zendesk, ServiceNow, Oracle, and Kustomer. This integration enables agents to access customers’ background information, purchase history, and open tickets while handling calls or responding to social media inquiries. It helps agents personalize interactions to meet customer needs better.
RingCentral integrates with the popular CRM platform Salesforce. (Source: RingCentral)
Facilitate easy coordination among employees across the organization with RingCentral Contact Center’s team messaging, video conferencing, and calling features. Team members who need to ask questions or raise concerns to colleagues will quickly get assistance and relay answers to customers.
RingCentral Contact Center’s collaboration tools include team messaging. (Source: RingCentral)
RingCentral’s conversational virtual agent, known as SmartAssist, is a chatbot designed to respond to customer inquiries automatically. It also performs tasks like password troubleshooting, providing tutorials, and offering information on delivery schedules. Handling simple customer requests frees up agents to focus on more complex customer issues. It’s equipped with sentiment understanding and learns and improves responses over time.
Powered by AI, RingCentral Contact Center’s SmartAssist responds to customers’ questions without human intervention. (Source: RingCentral)
RingCentral Contact Center achieved a perfect customer service score of 5 out of 5, largely due to its wide array of support channels, including phone, live chat, and social media. The platform provides round-the-clock support and also features an email ticketing system and an online community where users can access frequently asked questions (FAQs), ask questions, and suggest new features.
We gave RingCentral Contact Center a perfect score for ease of use since its setup and navigation are simple and straightforward. The menu bar along the top of the interface contains all the options and commands that make it easy for users to pick up incoming calls, set up routing, and check KPIs. With this, it only takes a few clicks to perform tasks.
RingCentral Contact Center’s interface is simple and clean, making it easily navigable. (Source: RingCentral)
RingCentral Contact Center missed out on a perfect score because although it’s user-friendly, popular, and comes with an excellent array of features, at $30 per user, monthly, it can be a bit steep for small teams and startups. Based on RingCentral Contact Center reviews, users noted the hassle-free setup and ease of navigation. Some expressed appreciation for the customizable dashboards, which make monitoring team performance more efficient.
Here are the ratings on third-party RingCentral Contact Center reviews:
- GetApp: 4.3 out of 5 based on 188 reviews
- G2: 4 out of 5 based on 131 reviews
- TrustRadius: 7.9 out of 10 based on 72 reviews
Alternatively, some users pointed out that while the contact center analytics provide a range of customization options, they lack detailed reports on agent performance, call metrics, and customer satisfaction. Additionally, users noted limitations in how much they can customize the platform’s interface, suggesting that more flexibility in this area would be beneficial.
How We Evaluated RingCentral Contact Center
We identified six criteria points for this RingCentral Contact Center assessment: pricing, general features, niche features, customer service, ease of use, and expert score. Here’s a breakdown of those important factors:
Learn how we evaluated RingCentral Contact Center by clicking on the tabs below:
10% of Overall Score
We checked the availability of a free version and the affordability of subscription packages. We looked into the number of paid plans to evaluate how the provider caters to different budget requirements. We give providers more points when they offer annual and volume discounts.
30% of Overall Score
For this, we considered the availability of essential contact center capabilities: IVR, third-party integrations, uptime guarantee, call monitoring, and call activity analytics. Providers that have robust omnichannel and reporting features get more points.
25% of Overall Score
We looked at niche features such as international calling, virtual numbers, workforce management, and APIs. We gave more points to providers that have unlimited calling within the US and Canada.
10% of Overall Score
We checked the provider’s different support channels, particularly looking for the availability of live chat, phone, and email ticketing systems. We also looked at its customer service hours, giving more points when its lines are open 24/7 and whether it has a knowledge base available for customers.
10% of Overall Score
We evaluated the contact center’s ease of use by determining whether it requires technical expertise to set up and operate. We also considered how intuitive the interface is.
15% of Overall Score
Our expert score consists of our evaluation of the provider’s standout features, popularity, and ease of use. We also considered its value for money, taking into account the range of capabilities it offers for the subscription plans.
If this isn’t what you’re looking for, explore more options, read through our best business phone systems guide, and select which platform is best suited to meet your business needs.
Bottom Line
RingCentral Contact Center stands out as a robust VoIP phone system solution for businesses seeking to streamline customer communications across various channels. Its wide range of features, support for over 30 digital channels, intelligent routing capabilities, and suite of supervisory and agent tools all contribute to enhancing operational efficiency and productivity.
Maximize these features and improve your customer service initiatives. If you’re interested in learning more about the platform based on what you read in this RingCentral Contact Center review, contact RingCentral today for a customized quote.
