RingCentral Contact Center reviews

Great for Small Virtual Law Office

Opmerkingen: We have a small office without a live receptionist yet we need to have different call routing for each person. I am able to configure the options for any variable (holidays, vacations, etc.).

Pluspunten:

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.

Minpunten:

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.

Review for RingCentral Contact Center

Pluspunten:

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.

Minpunten:

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.

Ring Central

Opmerkingen: Overall ring central is one of the better phone companies I have used.

Pluspunten:

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.

Minpunten:

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

Worst Customer Service Ever without Exaggeration

Opmerkingen: I have never had contact with a company that treated non-paying customers better than potential paying customers. RC offered free top-tier service for the past two years due to COVID-19 and my company and me are very grateful for that opportunity. As that opportunity was coming to an end, I attempted to navigate the maze of different phone numbers required to downgrade my service because it is only myself and a contractor in my office. I was able to get a change in service submitted, but they said that they needed my permission to do so by replying to an email, which I did within the 30 day window provided. Meanwhile, they then suspended my account, refuse to honor the changes that they said they would make, flat out refuse to work with me to resolve the matter, and are now holding my phone number hostage until I pay them $6000 for service I don't even want at this point. I have no problem paying for my share, or even for a month of unnecessary top-tier service to port out my numbers, but to want $6000 and refuse to work with a customer is dumbfoundingly poor service, and is now an extreme detriment to my business.

Pluspunten:

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

Minpunten:

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

Nothing beats RingCentral when it comes to call management

Pluspunten:

Messaging , call logs, call recording , image sharing all play important rolls when it comes to scheduling. Our company has been running smoothly with the help of these features. Our clients and staffs get to communicate with us effectively and I love that about it.

Minpunten:

I love almost everything except for the fact that sometimes messaging just stops abruptly without warning. Maybe when a subscription is not renewed, or because of other technical issues that I do not know about. RingCentral should at least try and warn the company two days before stopping services IF the problem is about monthly subscription. And the repair should be fast, sometimes it takes almost a week to resolve this issue, which is bad for the company since we need to stay in constant communication with our clients and temps.

Ringcentral has changed the way our company operates

Opmerkingen: It has been great, I like that I can have it open on multiple devices at once. I often find myself using my desktop version to text and my cell phone to take calls. 10/10

Pluspunten:

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.

Minpunten:

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

Excellent Product

Pluspunten:

I received daily calls, and the quality is incredible.

Minpunten:

The meeting feature. I think is not that necessary, at least for my team.

Ring central is a must

Pluspunten:

I like how easy it is to use and navigate .

Minpunten:

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

Great VOIP service

Pluspunten:

A great service to deploy in no time. It’s as convenient as plug and play.

Minpunten:

Hardware cost at an expense side. Otherwise no other issues.

It can be convoluted at times

Pluspunten:

The amount of features this tools has is amazing.

Minpunten:

The way reporting is handled can be convoluted.

Review of Product Software

Opmerkingen: RingCentral has allowed us to speed up call routing and decisions making among our operators that is crucial to our success

Pluspunten:

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.

Minpunten:

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

Recommended

Opmerkingen: The support team was great. They made sure I got the answers to my question and they walked me through very well.

Pluspunten:

Product - we have just been using the software for a month now and we are in adjustment period. So far, we are not having big problems with the product. It is very user friendly. We can customize with ease. Each user can customize too, giving less work on the super admin. Customer Support - The representatives make sure they have satisfied our questions. There was one issue that we addressed that was not part of their features yet (involves Polycom phones). They immediately suggested that we address it also to the development team. I think the company is growing and with constant support care, RingCentral customers are in good hands.

Minpunten:

Not really a problem but one feature was not included. I wanted to rearrange my contacts on my Polycom Screens by customizing through RingCentral. The software could not help me rearrange to how I wanted the names to be assigned to the lines I prefer. Other than that, I am highly satisfied.

A must if you're using Ring Central Phone!

Opmerkingen: 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.

Pluspunten:

The ability to monitor teams in real time via customizable dashboards is my favorite feature. It is as good as any telephony software that I have seen.

Minpunten:

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.

We have been using Ringcentral for over ten years. We have multiple lines including a fax line.

Pluspunten:

Ringcentral has been dependable with quality lines. We have calls coming and going all over the world and the calls sound very clear no matter what the weather at anyone's location.

Minpunten:

I really like everything except I think it is pricey. I like professional and quality products so I am willing to pay extra for the best. I use the fax feature a lot so I need the best product. I did have a few dropped calls but nothing to stop my productivity.

Incredible call center alternative (especially when working from home)

Opmerkingen: Ringcentral is incredible for my small team and has been crucial in keeping us [productive while working from home during the pandemic. Users can call support and each of us gets a notification and the opportunity to answer the call from our computer. Further, it is great for setting up interviews as it's as easy as sending out a link. I couldn't recommend this more to support teams as it has everything you need to help customers along their way when they have an issue.

Pluspunten:

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

Minpunten:

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

Very organized tool

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

Pluspunten:

It has GIF that we can choose what we like instead of displaying random GIF. RingCentral group the images, files, pinned items together which is very easy to find the info.

Minpunten:

When the same person leaves the message, it doesn't get added into the same paragraph like Google Chat, it will show multiple lines. And it has the function for like/unlike only, we don't have choose to pick the reactions for the message, for instance, reaction of happy, shock, or lol.

Solid VOIP App but not Always Consistent

Pluspunten:

Call clarity is really good if plugged into my company's network, I like that I can be on the phone and jump into a screen-share call within a few minutes without having to hangup the call.

Minpunten:

Call clarity is very poor if using the app anywhere other than my main company network. Probably because I am on Wifi, but still a headache if I try to work from home or am out of the main office for the day. Occasionally, the calls that are sent to my team do not always connect to every team member despite everyone being available for the call. Can be frustrating because a few team members are forced to always take the call then instead of spreading the work load as expected.

Switched from Google Voice

Opmerkingen: Super happy using this software for call and text communications.

Pluspunten:

Our sales team switched from Google Voice a few weeks ago to RingCentral and it's amazing. It has a clean useful interface on the web version that I use. It makes it easy to dial out, answer, set vm greetings, send texts and more. Very please with it and the associated mobile and gmail apps.

Minpunten:

None yet, truthfully in the few weeks in use it hasn't given me a reason to be unhappy with the product at all.

Ring Central Review

Opmerkingen: If I was running my own business I would use Ring Central as a soft phone. Absolutely great value for the money.

Pluspunten:

It is very easy to use and is very reliable.

Minpunten:

The only downside, which would be a problem for any VoIP, is that if the power were to be cut and you are not using the mobile app then the phone would be dead. At our office we had the power go out for 5 hours and that meant that we didn't have an effective system.

One of the best software

Opmerkingen: The best thing I like about ring central is I do not miss a single call from my office even when I am not on my desk. Call forwarding option on ring central gives me power to do other work in my office without any problems

Pluspunten:

Call forwarding option, customer service and notifications directly on my cell phone are biggest pros of this software

Minpunten:

Its works great but once or twice a week it shuts itself down with red lights on, we have to reboot our phones everytime when this happens but overall it is satisfying

Ringcental has helped our contact center better!

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

Pluspunten:

It has text features that you can use to do follow ups. You can also easily tract calls and create a queue.

Minpunten:

Their customer service is really bad and sometimes there are glitches and bugs that becomes an issue. They tell you that they'd get back with you once they find a solution but you'll be waiting for nothing.

Good enough

Opmerkingen: I could go back if you cut the prices but I know you will not do.

Pluspunten:

Everything is proven, not really very easy to use, tons of capabilities. I'll create somehow an easier to do tutorial, I don't know how easy is to do that

Minpunten:

Expensive for what it is, since there are different alternatives on the market, way cheaper. There are tons of other products out there for way better prices, you are charging for the safe proof concept.

Great digital connectivity

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

Pluspunten:

Join now feature allowing jumping on calls through single touch

Minpunten:

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

RingCentral - Contact Center

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

Pluspunten:

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.

Minpunten:

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.

RingCentral communication app

Pluspunten:

Awesome service, helps me organize inbound and outbound calls and faxes!

Minpunten:

I don't have anything to add here, I haven't had any issues so far