RingCentral Contact Center

Avantages

This is highly custmizable and they have a number of resources you can use to get your contact center going. It also integrates with Salesforce with a live agent option.

Inconvénients

It is not as simple to use for the end user. They seem to have a lot of errors when using the contact center solution. You also need to be logged into two apps. They require you to be logged into the RC Phone app AND the InContact browser app.

Avantages

I love the ease of use , it’s always clear - most importantly NO dropped or static in the calls . Easy to move through the program . Keeps records of all calls . We can call, transfer , text and leave voicemails

Inconvénients

I have no complaints - I love and stand by Ring central

Avantages

I do like the app and that I can have my work phone connected to my cellphone, and I can call from my "work phone" when using my cellphone.

Inconvénients

It can be extremely hard to set various rules so I don't get calls all of the time. I finally figured it out, but it took awhile to figure out how to set up the various rules so I don't get calls outside of my work hours.

Avantages

this is good for remote workers to get office calls thru instead of using personal phone

Inconvénients

The lack of knowledge they often did not have the answers to help when system was down

Avantages

It's very easy to sign up. It's very easy to upgrade your account. It's simple to use.

Inconvénients

Customer Service must work one hour a day

Avantages

Quality is clear, easy to navigate and intuitive GUI.

Inconvénients

initial loading takes a little while and sometimes flashes as though missed activity but not the case.

Avantages

The Contact Center is user friendly and easy to navigate.

Inconvénients

Some of the setting features can be a bit confusing but the resource center is very helpful!

Avantages

Love the ease of use calls come into the entire team. I feel like we hav infinity possibilities

Inconvénients

I wish I could put myself into do not disturb mode when not working. My phone rings constantly when I’m off.

Avantages

I like that you can see all the users in the same place and can make changes pretty easily. I like the fact they integrated messages, phone calls, and voicemails to be in one place.

Inconvénients

Sometimes it's really hard to find things and user information, and it is overcomplicated in areas it shouldn't be. I have also found it hard to communicate with customer service.

Avantages

That you can text your clients from the app

Inconvénients

There was not much I did not like about RingCentral it is a great communication app

Avantages

We like the ease of setting up the structure of your phone system from the initial answer, department extensions, call forwarding, etc. It's easy to use their admin portal and customize it to your preference.

Inconvénients

We had some difficulties with their customer support team as our account managers on file took very long to reply to some of our emails.

Avantages

Easy and smooth app access. Real time transcription of Voice Mail

Inconvénients

UI could be a bit better. A Dark mode will help.

Avantages

Your client calls automatically go to your cell phone whether you are away from your desk or out of the office.

Inconvénients

I have no complaints. The app is everything you could ask for.

Avantages

I love the ease of having options for messaging, calling, and receiving faxes all through one line.

Inconvénients

No complaints at all! It is very functional and user friendly.

Avantages

It’s convenient, you can download it to your cell phone as well. It’s easy to chat on any platform.

Inconvénients

Sometimes faxes fail cause they’re too “large” and you have to send multiple faxes.

Avantages

Ease of use and allows coworkers to communicate with one another.

Inconvénients

It sometimes did not operate as it should but it was only brief

Avantages

It is helpful with attending seminars and online meeting.

Inconvénients

Sometimes it lags and instruction to connect in an email using phone login to hear conversation is tedious.

Avantages

RingCentral is super friendly user for back office agent like me who has an incredible feature including close to perfect transcript, auto-recording call, & easy to use design & lay out.

Inconvénients

None that I know of. Can't really think of any I swear!

Avantages

Accurate call logs and voicemail transcription

Inconvénients

Have been unable to link pipedrive contact info directly to ring so I have to manually put in contact info

Avantages

We love that we can record calls when we need too

Inconvénients

We have not found anything we dont like

Avantages

One standout aspect of RingCentral that users frequently commend is its comprehensive cloud-based communication system, which includes robust video and audio-conferencing capabilities. This feature facilitates effortless communication with team members and clients alike. The platform is also lauded for its straightforward setup and user-friendly operation, compatible with a variety of devices such as desktop computers, tablets, and smartphones.

Inconvénients

One notable limitation is the call recording storage; on most plans, both on-demand and automatic call recordings are only stored for 90 days.

Avantages

Accessible with app and transferable for use in different regions.

Inconvénients

Price was higher than other voip phones.

Avantages

I liked the privacy of phone numbers on the app.

Inconvénients

I did not like the problems we had while trying to disconnect with this service. Our phones stopped working and it took ages to get help.

Avantages

The system is wonderful, most beneficial for small businesses, pricing could be more competitive

Inconvénients

Pricing gets out of control the higher your package gets

Avantages

They are friendly and professional and do their best to resolve any issues.

Inconvénients

Issues sometimes require more than one call to resolve which can take an extended amount of time.

Avantages

It's calls are clear and no issues with quality of call.

Inconvénients

The set up process was a bit long and needs edits once in a while

Avantages

I like that it can be integrated into HubSpot.

Inconvénients

I have not encountered such with RingCentral.

Avantages

it has the ability to record calls and text

Inconvénients

Sometimes the system glitches and we are unable to get calls/text. this is rare

Avantages

I like how easy it is to use and navigate .

Inconvénients

Sometimes there is a small delay if you are working remotely .

Avantages

Me gusto su herramienta para monitorear las llamadas se ajusto a lo que buscaba.

Inconvénients

tube algunos problemas configurando la grabacion de llamadas pero es algo que se arregla configurandolo adecuadamente.

Avantages

I used to use ring central in an old job and I found it really beneficial - the reporting was really easy to use, the phone system was basic.

Inconvénients

Call listening was not up to standard and we had to take on another company to be able to assist with this

Avantages

The amount of features this tools has is amazing.

Inconvénients

The way reporting is handled can be convoluted.

Avantages

i couldnt speak to anyone for anything positive to say

Inconvénients

spent 2 hours on hold just to be hung up on

Avantages

I like how it is easy to use for communicating with our client

Inconvénients

It will be better if we have an option to make folder for contacts depending on the organization of client. But still this is the best

Avantages

I liked how easy it was to get in touch with someone

Inconvénients

I don’t think it was super easy to use for a beginner

Avantages

It was fairly easy to communicate and navigate.

Inconvénients

Could improve user interface so that the aesthetics are better.

Avantages

It never fails. We have previously tried other telecommunication software which has caused us grief. In the 7 months that we have been using RingCentral, we have had little to no problems and it has streamlined a lot of our companies processes. I like that it supports MMS and I can send images as well as other forms of media through text to employees. There are plenty of other features that I probably haven't made the most out of yet but will sure get around to doing. I like the call recording aspect and the voicemail transcript.

Inconvénients

I would like it if I could send batch text messages out to our employees to which they could respond to me only.

Avantages

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.

Inconvénients

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.

Avantages

Multiple features at multiple levels of service and offers HIPAA compliance.

Inconvénients

High Priced and poor customer service downgrades any positive reviews of this company.

Avantages

Ease of use and the integration with Salesforce is the best feature for me.

Inconvénients

I have not had the best experience with the web app, compared to the desktop app.

Avantages

Had soft phones, was able to connect to our existing VOIP phones, was a familiar brand to many people and IT people. Phone numbers were also fax numbers so it was easy to remember.

Inconvénients

Call center support people spoke English as their second language. There was often roosters doodling in The background of a call. Some calls were not recorded when all should have been and Ring Central couldnt tell me why. Our system kept having glitches and would never work the way we set it up.

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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

Avantages

sounded attractive, price was reasonable, had good reviews mostly

Inconvénients

not the easiest system to use, customer service was dismal

Avantages

It seems like it has a lot of options in its feature sets.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

Functionality is decent, and covers most of what my business wanted in terms of flexibility and convenience.

Inconvénients

The support is absolutely unacceptable. Transitioning was a major pain, and involved the RC team not adhering to the schedule we agreed on, resulting in my business losing phone coverage and having to scramble. The sales people are competent, but once they have your money you get shoveled through to people who are difficult to communicate with and aren't very interested in anything other than getting you off the phone as quickly as possible. Don't expect any follow-through at all once you're no longer physically on the phone with them, and get ready to be transferred and put on hold without notice. If you go with these guys anyway, make sure to record the name of everyone you speak with, so you can at least call out who's responsible for your bad service when you send through your inevitable complaints.