RingCentral Contact Center Features
What are the features of RingCentral Contact Center?
Channels
- Voice
- Web Chat
- Mobile SMS
Functions
- Session Routing
- Session Queuing
- Concurrent Calling
- Auto Dialer
- IVR
- Inbound Screen Pop
Administrative
- Session Summary Notes
- Administrator Access
- Reporting & Dashboards
- Session Recording
- Agent Scheduling and Assignment
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RingCentral Contact Center Categories on G2
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Platform
Mobile User Support | Allows software to be easily used on multiple mobile devices include phone and tablet devices. | Not enough data | |
Customization | As reported in 11 RingCentral Contact Center reviews. Allows users to customize chat colors, text, logos, and branding. | 80% (Based on 11 reviews) | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | Not enough data | |
Integration | Integrates with other customer service software to improve support and enhance functionality | Not enough data | |
Reporting | Provides analytics tools that reveal important business metrics and track progress | Not enough data | |
Dashboards | Displays important metrics relating to performance | Not enough data |
Ticket and Case Management
Ticket Creation User Experience | User Experience of creating and submitting a ticket | Not enough data | |
Ticket Response User Experience | User Experience of responding and receiving a response | Not enough data | |
Workflow | Based on 11 RingCentral Contact Center reviews. Route tickets based on values of fields, changes to ticket status and time based conditions | 95% (Based on 11 reviews) | |
Automated Response | Based on 11 RingCentral Contact Center reviews. Respond to common requests with standard reply | 95% (Based on 11 reviews) | |
SLA Management | See feature definition | Offers tools for managing and tracking service-level agreements (SLAs) | Not enough data |
Attachments/Screencasts | As reported in 10 RingCentral Contact Center reviews. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 90% (Based on 10 reviews) | |
Ticket Collaboration | Share and collaborate on tickets with multiple customer service representatives | Not enough data | |
Customer/Contact Database | Central repository for account and contact information This feature was mentioned in 10 RingCentral Contact Center reviews. | 92% (Based on 10 reviews) |
Communication Channels
Customer Portal | Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | Not enough data | |
Email to Case | Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | Not enough data | |
Live Chat Support | Ability for customer service agents to communicate with customers via live chat to solve problems live | Not enough data | |
Social Media Integration | Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | Not enough data | |
Voice | As reported in 11 RingCentral Contact Center reviews. Make and receive calls directly in the application. Track and record calls for analysis. | 95% (Based on 11 reviews) |
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. | Not enough data | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. | Not enough data | |
Community Forums | Enables users to engage with other users to solve common issues. | Not enough data | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices | Not enough data | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences | Not enough data |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | Not enough data | |
Automation | Automates some or all operation related tasks | Not enough data | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences | Not enough data | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | Not enough data |
Communication
Pop-up Chat | Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. 12 reviewers of RingCentral Contact Center have provided feedback on this feature. | 92% (Based on 12 reviews) | |
Notifications | Based on 13 RingCentral Contact Center reviews. Delivers notifications to both sides of the conversation. | 87% (Based on 13 reviews) | |
Targeted Emails | Sends automated emails to further engage clients and potential clients. | Not enough data | |
In-App Messaging | Allows for live chat to be enabled within the app for customer help. This feature was mentioned in 13 RingCentral Contact Center reviews. | 85% (Based on 13 reviews) | |
Co-Browsing | Allows agents to join a customer's browser session and navigate through the website with them. | Not enough data |
Internal Use
Customization | Allows users to customize chat colors, text, logos, and branding. 11 reviewers of RingCentral Contact Center have provided feedback on this feature. | 80% (Based on 11 reviews) | |
Conversation Archiving | Archives conversations in a separate location for later reference. 11 reviewers of RingCentral Contact Center have provided feedback on this feature. | 88% (Based on 11 reviews) | |
Lead Development | Enables employees to denote potential customers. This feature was mentioned in 12 RingCentral Contact Center reviews. | 86% (Based on 12 reviews) | |
Knowledge Base | Based on 10 RingCentral Contact Center reviews. Establishes a knowledge base for employee reference during conversations. | 83% (Based on 10 reviews) | |
Team Inbox | Provides a central location for help requests, helping employees respond sooner. | Not enough data | |
Customer Profiles | Based on 11 RingCentral Contact Center reviews. Allows for the creation of profiles for contacts and customers. | 80% (Based on 11 reviews) |
Process
Mentions | Scours various channels for brand mentions to proactively seek reparative communications. | Not enough data | |
Tickets | Creates and assigns support tickets, scheduling them in a timely manner. | Not enough data | |
Macros | Allows administrators to create templated responses to frequently asked questions. | Not enough data |
Channels
Ability to connect agents with customers through Live Chat.
| Not enough data | ||
Social | Connects employees with customers through a social media solution. | Not enough data | |
Live Chat | Ability to connect agents with customers through email.
| Not enough data | |
Phone | Based on 10 RingCentral Contact Center reviews. Connects employees with customers through a calling solution. | 93% (Based on 10 reviews) | |
Text | Ability to connect agents with customers through text message solution.
11 reviewers of RingCentral Contact Center have provided feedback on this feature. | 92% (Based on 11 reviews) | |
Multi-Channel Coverage | As reported in 16 RingCentral Contact Center reviews. Software incorporates multiple digital communications channels. | 88% (Based on 16 reviews) | |
Open Listening | Allows incorporation of inbound contacts from non-marketing channels. This feature was mentioned in 17 RingCentral Contact Center reviews. | 77% (Based on 17 reviews) | |
Voice | Based on 37 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Provides voice call functionality. | 88% (Based on 37 reviews) | |
Social | Based on 28 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Provides an interface for one or more social media channels. | 69% (Based on 28 reviews) | |
Web Chat | Based on 30 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Includes or integrates with live chat initiaited from the company's web site. | 73% (Based on 30 reviews) | |
Mobile SMS | Based on 36 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Accepts contacts initiated through SMS or other mobile text functions. | 76% (Based on 36 reviews) | |
Based on 29 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Allows CSRs to receive and answer customer emails. | 78% (Based on 29 reviews) |
Insight
Surveys | Provides opportunity for customers to give feedback through a survey. | Not enough data | |
Reporting | Enables administrators to create customized reports reflecting customer satisfaction. | Not enough data | |
Visitor Activity | Allows administrators to track visitor activity to understand the research that was done before turning to customer service. | Not enough data | |
Help Desk | Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. | Not enough data |
Dialing Options
Preview Dialing | Based on 13 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Presents information about the individual being called before the call begins. | 83% (Based on 13 reviews) | |
Progressive Dialing | Based on 11 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Gives agent a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. | 82% (Based on 11 reviews) | |
Predictive Dialer | Based on 12 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Uses an algorithim to predictive when an operator will be available to handle their next call. | 76% (Based on 12 reviews) |
Agent Tools
Omnichannel | Based on 10 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Ensures that the caller experience is seamless across their entire call. | 78% (Based on 10 reviews) | |
Whisper Coaching | Based on 11 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Allows a supervisor to listen to a call and train in real time. | 70% (Based on 11 reviews) | |
Callback Scheduling | Based on 11 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Reschedules calls within the software itself, either through a prompt or by the agent themselves. | 77% (Based on 11 reviews) | |
Call Recording | Based on 13 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary. | 79% (Based on 13 reviews) |
Automation
Voice Activity Detection | Based on 11 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Decides response type by determining if voice is a human response or an answering machine. | 82% (Based on 11 reviews) | |
Voice Broadcast | Based on 11 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Presents a prerecorded audio message when the call is answered. | 82% (Based on 11 reviews) | |
Interactive Voice Response (IVR) | Based on 12 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents. | 82% (Based on 12 reviews) | |
Call Scrubbing | Based on 12 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Removes phones numbers in an uploaded phone list of numbers in the National Do Not Call Registry. | 76% (Based on 12 reviews) | |
API / Integrations | Based on 12 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc. with other software applications. | 76% (Based on 12 reviews) |
Design
Communications Strategy Development | Allows planning and deployment of an overall communications strategy. | Not enough data | |
Create Content | Includes or integrates with content creation apps. | Not enough data | |
Personalization | As reported in 12 RingCentral Contact Center reviews. Outbound communications are segmented and personalized. | 72% (Based on 12 reviews) | |
Inbound Identification | Inbound contacts are identified and handled based on history. 22 reviewers of RingCentral Contact Center have provided feedback on this feature. | 86% (Based on 22 reviews) | |
Regulatory Compliance | Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. This feature was mentioned in 18 RingCentral Contact Center reviews. | 84% (Based on 18 reviews) |
Usability
All-Employee Access | Permits use by job roles outside of service department | Not enough data | |
Supporting Documents | Allows linking of useful information such as screen shots | Not enough data | |
Two-Way Communication | Provides direct contact between CSRs and customers outside of milestones | Not enough data |
Reporting
Priority Case Alerts | Informs stakeholders of activity on escalated or high-value cases | Not enough data | |
Trend Analysis | Evaluates frequency of types of complaints | Not enough data | |
Performance Monitoring | Includes a dashboard or other means of performance monitoring | Not enough data |
Functions
Session Routing | Based on 56 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. | 82% (Based on 56 reviews) | |
Session Queuing | Based on 55 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available. | 81% (Based on 55 reviews) | |
Concurrent Calling | Based on 44 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Place a large or unlimited volume of calls simultaneously without diminishing the call quality. | 78% (Based on 44 reviews) | |
Speech Analytics | Based on 23 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Provides some level of analytics based on keywords and vocal tones. | 70% (Based on 23 reviews) | |
Auto Dialer | Based on 31 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Has auto dialing or predictive dialing functions for outbound use. | 78% (Based on 31 reviews) | |
IVR | Based on 30 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Includes an interactive phone menu. | 75% (Based on 30 reviews) | |
Inbound Screen Pop | Populates CSR's screen with available customer data. 33 reviewers of RingCentral Contact Center have provided feedback on this feature. | 79% (Based on 33 reviews) | |
Persistent Data | Based on 27 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Maintains and shares information across channels and agents as the case progresses. | 77% (Based on 27 reviews) |
Features
Voicemail to Email | Transcribes voice messages to email. | Not enough data | |
Voicemail to SMS | Transcribes voice messages and delivers them via text message. | Not enough data | |
File Sharing | Includes a way to easily share files between users. | Not enough data | |
Voice Conferencing | Allows multi-participant phone conferences. | Not enough data | |
Video Conferencing | Can host video conferences. | Not enough data | |
Conference Transcripts | Records and transcribes voice and video conferences. | Not enough data |
Extensions
Tenancy Flexibility | Can be deployed as a single-tenant or multi-tenant product. | Not enough data | |
Native VoIP | Contains its own IP telephony system. | Not enough data | |
CCaaS Option | Is also able to serve as contact center software. | Not enough data |
Administrative
Session Summary Notes | Based on 48 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. | 77% (Based on 48 reviews) | |
Administrator Access | Based on 54 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. | 85% (Based on 54 reviews) | |
Reporting & Dashboards | Based on 58 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. | 78% (Based on 58 reviews) | |
Session Recording | Based on 32 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. | 79% (Based on 32 reviews) | |
Agent Scheduling and Assignment | Based on 29 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. | 75% (Based on 29 reviews) |
Workforce Management
Agent Availability | Offers complete visibility into agent availability to efficiently create and manage schedules. 11 reviewers of RingCentral Contact Center have provided feedback on this feature. | 85% (Based on 11 reviews) | |
Skills Management | Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. | Not enough data | |
Shift Scheduling | Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. | Not enough data | |
Agent Self-Service | Allows agents to set their own preferences, request time off, and trade shifts. | Not enough data | |
Mobile Access | Allows users to access the software using mobile devices. This feature was mentioned in 12 RingCentral Contact Center reviews. | 90% (Based on 12 reviews) |
Administration
Automation | Automates some or all operation related tasks This feature was mentioned in 11 RingCentral Contact Center reviews. | 80% (Based on 11 reviews) | |
Performance Analysis | Monitors call volume and quality to evaluate agent performance. | Not enough data | |
Dashboards | As reported in 12 RingCentral Contact Center reviews. Has a centralized dashboard for users to interact with. | 94% (Based on 12 reviews) | |
Forecasting | Forecasts scheduling needs based on historical data. | Not enough data | |
Intraday Management | Tracks agent workloads throughout the day and helps supervisors allocate resources as needed. | Not enough data |
Conversational Platform
Personalization | Identifies the customer and personalizes interaction at every touchpoint. This feature was mentioned in 12 RingCentral Contact Center reviews. | 85% (Based on 12 reviews) | |
Omnichannel | Allows multiple related channels to interact at once to reduce transfers. | Not enough data | |
Contextual Engagement | Prompts agents to engage customers based on contextual data, such as product usage or conversation history. This feature was mentioned in 10 RingCentral Contact Center reviews. | 88% (Based on 10 reviews) | |
Proactive Engagement | Provides features for sending outbound messages to engage customers through proactive support. | Not enough data |
Support Automation
Intelligent Routing | Can route contacts to agents the customer has worked with before. 10 reviewers of RingCentral Contact Center have provided feedback on this feature. | 77% (Based on 10 reviews) | |
Seamless Escalation | Provides features for escalating conversations to the appropriate agent. | Not enough data | |
Transcripts | Maintains a transcript of conversations from all channels. | Not enough data | |
Self-Serve Support | Enables customers to resolve queries or issues without the assistance of an agent. | Not enough data |
Generative AI
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text-to-Speech | Simulates human-like speech from text inputs. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text-to-Speech | Based on 17 RingCentral Contact Center reviews. Simulates human-like speech from text inputs. | 57% (Based on 17 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data |
