RingCentral Contact Center Reviews

Great for Small Virtual Law Office

Comments: 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.).

Pros:

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.

Cons:

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

Pros:

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.

Cons:

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.

Positive Experience Overall

Comments: Overall my experience is good with Ring central, and I have no complaints that outweigh the positive attributes. Ring Central has made it easy for us to work with employees that work remote as well.

Pros:

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.

Cons:

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.

RingCentral

Comments: Overall exxperience with RingCentral is 10/10

Pros:

We love that we can record calls when we need too

Cons:

We have not found anything we dont like

Ring central for all your calling neeeds

Comments: Loved it - will use it again if o move companies. No crashing of site - fills all the needs and then some of a call center/Business

Pros:

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

Cons:

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

Ringcentral has changed the way our company operates

Comments: 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

Pros:

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.

Cons:

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

Not Great

Comments: We switched back to our old provider, so I would not recommend RingCentral.

Pros:

The reporting in RC is overall fairly easy to use and setting up new users is a simple process. Also love the feature where RC recognizes phone numbers anywhere and the ability to dial from any window.

Cons:

Customer service at RingCenteral is not good at all. I would not recommend signing up for RC if you think you might need any level of support and good luck if you need them to credit anything back.

Ring Central

Pros:

It is easy to answer calls and transfer to mobile phone. It has a screen share feature like zoom that I use to use and it was great. I really have liked it. When I have had to call service they were awesome.

Cons:

Now that we have hubspot it is pretty bad. Can not transfer calls or join 3rd part y to calls. It sometimes delays calls so I miss them.

Convenience but with cost

Pros:

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.

Cons:

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

Client experience is good

Pros:

It was fairly easy to communicate and navigate.

Cons:

Could improve user interface so that the aesthetics are better.

Delays in the call quality, terrible customer service, and extra charges

Comments: Terrible. They told me there would be no additional charges as I described how we would be forwarding calls to an Australian admin when we signed the contract. The forwarded calls then didn't go through to our admin and were getting blocked. I reached out to customer service and they told me we needed to get white listed and sign a contract accepting liability for any fraud. As I was getting that done, the service agent disappeared and a new agent took over and told me that wasn't the problem at all. Instead we needed to turn on international forwarding. That's when I learned that there was an additional charge per minute for each of those calls. I had confirmed multiple times with the account rep that there wouldn't be any additional charge when we signed the contract. When I let their support team know what was happening, they told me I needed to talk to the account rep. Even though I told them our new startup was depending on taking these calls and getting this figured out, they never called me back. I reached out many times to support and they conveniently 'lost' all records of our calls and wanted me to start over in explaining what went wrong each time. Finally, they decided they wouldn't even send me the record of the chat so that I could more easily explain the problem the next time the didn't call me back.

Pros:

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

Cons:

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.

Depends on day for Performance

Comments: Overall I guess the system is good. easy to use and even though some days we don't hear phone ring we can always check the app

Pros:

It is an easy system to use, I like the fact that we can check on calls from emails and we get alerts. I also like the ability to see faxes. Overall I like the system just wish it would work consistently

Cons:

Some weeks everything is great and the phone system is awesome. But then some days we don't get the actual phone call for some reason, it shoes up in the email alerts, but customer thinks we are not answering calls. It is great when it works out

Worse than free options like Google Voice

Pros:

It's one of the lower priced voice services and gives us a company line that multiple employees can theoretically receive calls on.

Cons:

There are a few weaknesses that ruin RingCentral for me. First, you cannot CALL OUT from the desktop application? I mean, who would ever need to call out I guess? It will dial your cell phone then dial the person you dialed from the desktop application as a work around - that's pretty weak since FREE services like Google Voice, Skype and DialPad have done this for over a decade. Also, about 50% of my calls go straight to voicemail. Weird huh? So no calling out, and 50% of of incoming calls are missed. Nice.

Helpful

Pros:

What I like most about this contact center is anyone that I have spoken with has been extremely pleasant and gone above and beyond to try to get my questions answered. They are very patient and knowledgable.

Cons:

What I like least about this contact center is I have had a very hard time getting a hold of our account manager. I was never able to reach him, which had me constantly being transferred around until I was able to get some answers.

Excellent voice quality

Pros:

The ability to have a central office number for all communication and texting is great! It is so helpful to have the app not tied to a single phone, so depending on who is working, they can log in and monitor the office remotely.

Cons:

It could be nice to have all of ring central's solutions in one app. I realize they have reason for having them separate, but it would be nice to have them combined so I'm not jumping from one app to another.

Ring Central

Comments: Not the greatest experience if I'm honest. I know they are great people but the personal experience we had really messed up some things for our company for a period of 2 months.

Pros:

I liked the privacy of phone numbers on the app.

Cons:

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.

Incredible call center alternative (especially when working from home)

Comments: 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.

Pros:

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

Cons:

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

RingCentral

Comments: Overall this is a nice app that is easy to both manage and use. It appears to be quite flexible depending on each company's needs and allows for call agents to pick up those critical customer calls even when they are on the go. Definitely worth a look!

Pros:

RingCentral provides the ability to forward your incoming calls to your mobile or office phone and also allows you to answer incoming calls on your computer. Likewise, the mobile and desktop apps allow you to make outgoing calls to customers from various phones and your computer. A very nice touch. This app is simple to use and manage.

Cons:

The only issues I had were directly related to lack of internet and mobile service available at my location and in no way is a reflection on the RingCentral application.

great tool for streamlining communication

Comments: Ability to text with customers from an office-specific number

Pros:

The ability to have a central office number for all communication and texting is great! It is so helpful to have the app not tied to a single phone, so depending on who is working, they can log in and monitor the office remotely.

Cons:

I would love to be able to mark a text message as unread through the app on the computer. You can do it through the app on a phone, but not if you are using the site or the desktop app. It also be great if you could make notations on messages.

Solid VOIP App but not Always Consistent

Pros:

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.

Cons:

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.

Our primary use is toll-free number routing

Pros:

It has a lot of options for setting up the routing for voice/fax, good tracking in the reporting, and has been highly reliable with only one small instance of downtime in 6 years.

Cons:

It can be a bit awkward to get things configured the way you'd like. The UI isn't always clear about what each option does.

Work phone without the hassle

Pros:

RingCentral is a great way for me to be able to separate business and personal contacts while still using one phone. Rather than carry two phones around, (one for personal use and one for work) I opted to use a phone number through RingCentral for work conversations. It is nice to be able to use a business phone number, so I'm not giving out my personal phone number to customers, but still be able to use my own phone. It's much less hassle than a separate work phone.

Cons:

A few things about this app can be confusing. For instance, I have two RingCentral phone numbers that both work for my phone/account, so sometimes I'm not sure which number to give out. Also, sometimes I need to press '1' to answer a call through RingCentral, but other times I don't, and I don't really understand why.

Ringcentral Contact Centre/Customer Support is excellent!

Comments: The multi-level IVR enhances and connection music elevates the image of my law firm.

Pros:

The support staff provided individualized attention to assist with onboarding of the software's many features and resolving concerns.

Cons:

I had to find out about the contact centre services myself. My own account manager who was my first point of contact provided little assistance to me after I signed the contract. However, once I connected with the contact centre, I really felt like the team "has my back"

poor customer service

Comments: poor level of knowledge with agents on the phone, difficult to understand phone agents.

Pros:

sounded attractive, price was reasonable, had good reviews mostly

Cons:

not the easiest system to use, customer service was dismal

Ring Central Review

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

Pros:

It is very easy to use and is very reliable.

Cons:

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.