# Agentforce Service (formerly Salesforce Service Cloud) vs RingCentral Contact Center Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Agentforce Service excels in overall user satisfaction, boasting a significantly higher G2 Score compared to RingCentral Contact Center. Users appreciate its intuitive interface, stating that "within days, our team had mastered it with almost no training," making it a strong choice for organizations looking for quick adoption.
- **Users say** that while RingCentral Contact Center offers robust calling and texting features, it falls short in overall customer service capabilities. Reviewers highlight the value of its texting feature for personalized interactions, but many feel that it lacks the comprehensive support tools found in Agentforce Service.
- **Reviewers mention** that Agentforce Service provides a seamless experience for managing customer tickets and live chats, with one user noting that it "has significantly streamlined these activities by bringing everything into a single platform." This integration is a key advantage for teams handling diverse customer inquiries.
- **According to verified reviews** , RingCentral Contact Center shines in its ease of use and integration capabilities, with users finding it "highly integratable" for enterprise solutions. However, this ease does not compensate for its lower overall satisfaction ratings compared to Agentforce Service.
- **G2 reviewers highlight** the advanced AI capabilities of Agentforce Service, which allow for contextual support through generative AI. Users appreciate the transition from static bots to autonomous agents, enhancing the customer experience significantly, a feature that RingCentral Contact Center does not emphasize as strongly.
- **Users report** that while both platforms offer solid performance, Agentforce Service's higher ratings in areas like ticket management and customer support tools make it a more favorable option for mid-market businesses, whereas RingCentral Contact Center is often preferred by small businesses for its straightforward communication features.



| | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.1 out of 5 | 
| **Total Reviews** | 7,356 | 210 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Small-Business (48.5% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | No pricing available | 

---
## Top Pros & Cons

### Agentforce Service (formerly Salesforce Service Cloud)

Pros:
- Ease of Use (1259 reviews)
- Features (1102 reviews)

Cons:
- Complexity (697 reviews)
- Learning Curve (583 reviews)

### RingCentral Contact Center

Pros:
- Ease of Use (27 reviews)
- Helpful (15 reviews)

Cons:
- Call Issues (12 reviews)
- Call Functionality (10 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2857 reviews) | 8.4 (161 reviews) | 
  | **Ease of Use** | 8.4 (5482 reviews) | 8.6 (164 reviews) | 
  | **Ease of Setup** | 7.9 (4235 reviews) | 8.4 (95 reviews) | 
  | **Ease of Admin** | 8.2 (1561 reviews) | 8.3 (51 reviews) | 
  | **Quality of Support** | 8.3 (2632 reviews) | 8.0 (144 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1542 reviews) | 8.1 (52 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2802 reviews) | 7.3 (150 reviews) | 

---
## Pricing

### Agentforce Service (formerly Salesforce Service Cloud)

#### Entry-Level Pricing

Plan: Starter Suite

Price: Starting at $25.00 1 User Per Month

Description: The simple CRM suite for marketing, sales, service, and commerce.

Key Features:
- Case Management
- Knowledge Management
- Salesforce Mobile App

[Browse all 5 editions](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/pricing)

#### Free Trial

Yes

### RingCentral Contact Center

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1738 |
| **RingCentral Contact Center** | 8.3/10 | 29 |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1217 reviews) ✓ Verified | 7.6 (11 reviews) | 
| **Ticket response user experience** | 8.4 (1229 reviews) ✓ Verified | 7.5 (10 reviews) | 
| **Workflow** | 8.4 (1281 reviews) ✓ Verified | 8.8 (12 reviews) | 
| **Response Automation** | 8.3 (1188 reviews) ✓ Verified | 8.8 (12 reviews) | 
| **SLA Management** | 8.1 (986 reviews) | 6.9 (7 reviews) | 
| **Attachments/Screencasts** | 7.9 (1170 reviews) ✓ Verified | 8.2 (11 reviews) | 
| **Ticket Collaboration** | 8.3 (1158 reviews) ✓ Verified | 7.8 (10 reviews) | 
| **Customer and Contacts Database** | 8.6 (1076 reviews) ✓ Verified | 8.3 (11 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **AI Text Generation** | 7.7 (182 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (181 reviews) | Feature Not Available | 

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (81 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (68 reviews) | Not enough data | 
| **Proactive Assistance** | 8.5 (72 reviews) | Not enough data | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Customer Portal** | 8.4 (1028 reviews) ✓ Verified | 8.5 (10 reviews) | 
| **Email to Case** | 8.6 (1217 reviews) ✓ Verified | 8.5 (8 reviews) | 
| **Chat/Live Support** | 8.2 (865 reviews) | 8.5 (9 reviews) | 
| **Social Integration** | 8.0 (811 reviews) ✓ Verified | 7.9 (7 reviews) | 
| **Voice** | 8.1 (771 reviews) | 8.8 (12 reviews) | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Mobile User Support** | 7.8 (560 reviews) ✓ Verified | 8.5 (17 reviews) | 
| **Customization ** | 8.3 (826 reviews) ✓ Verified | 8.1 (17 reviews) | 
| **User, Role, and Access Management** | 8.6 (706 reviews) ✓ Verified | 8.9 (16 reviews) | 
| **Integration** | 8.3 (651 reviews) ✓ Verified | 8.6 (14 reviews) | 
| **Reporting** | 8.2 (1167 reviews) ✓ Verified | 9.2 (14 reviews) | 
| **Dashboards** | 8.3 (1185 reviews) ✓ Verified | 9.1 (15 reviews) | 

### Auto Dialer

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **RingCentral Contact Center** | 8.1/10 | 46 |

#### Dialing Options

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Preview Dialing** | Not enough data | 8.1 (27 reviews) ✓ Verified | 
| **Progressive Dialing** | Not enough data | 8.1 (24 reviews) ✓ Verified | 
| **Predictive Dialing** | Not enough data | 7.4 (11 reviews) | 

#### Agent Tools

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Whisper Coaching ** | Not enough data | 7.5 (23 reviews) ✓ Verified | 
| **Callback Scheduling ** | Not enough data | 8.1 (24 reviews) ✓ Verified | 
| **Call Recording ** | Not enough data | 8.6 (29 reviews) ✓ Verified | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Voice Activity Detection** | Not enough data | 8.2 (23 reviews) ✓ Verified | 
| **Interactive Voice Response (IVR)** | Not enough data | 8.5 (28 reviews) ✓ Verified | 
| **Call Scrubbing** | Not enough data | 8.0 (23 reviews) ✓ Verified | 

#### Agentic AI - Auto Dialer

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.3 (13 reviews) | 
| **Cross-system Integration** | Not enough data | 8.0 (18 reviews) | 

#### AI Capabilities - Auto Dialer

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Call Prioritization and List Optimization** | Not enough data | 8.2 (10 reviews) | 
| **Compliance Monitoring** | Not enough data | 8.6 (11 reviews) | 
| **Speech Analytics and Sentiment Analysis** | Not enough data | 8.3 (12 reviews) | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 263 |
| **RingCentral Contact Center** | N/A | N/A |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Database Management ** | 8.8 (232 reviews) | Not enough data | 
| **Data Workflows** | 8.8 (231 reviews) | Not enough data | 
| **Issue Management** | 8.7 (229 reviews) | Not enough data | 

#### Knowledge Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Knowledge Base** | 8.8 (226 reviews) | Not enough data | 
| **Publishing Workflows** | 8.6 (215 reviews) | Not enough data | 
| **Analytics** | 8.5 (214 reviews) | Not enough data | 

#### Compliance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Policies and Controls** | 8.7 (231 reviews) | Not enough data | 
| **Data Governance** | 8.7 (229 reviews) | Not enough data | 
| **Compliance** | 8.6 (229 reviews) | Not enough data | 
| **Auditing** | 8.6 (226 reviews) | Not enough data | 

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Intelligent Search** | 8.2 (214 reviews) | Not enough data | 
| **Suggestions** | 8.2 (208 reviews) | Not enough data | 
| **Decision Trees** | 8.0 (197 reviews) | Not enough data | 

#### Data Security

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Risk Data Attributes** | 8.6 (220 reviews) | Not enough data | 
| **Data Transport** | 8.7 (222 reviews) | Not enough data | 
| **Access Management** | 9.0 (222 reviews) | Not enough data | 
| **Multi-Factor Authentication** | 9.1 (223 reviews) | Not enough data | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Integrations** | 8.6 (215 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.9 (216 reviews) | Not enough data | 
| **Performance and Reliability** | 8.9 (221 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **AI Text Summarization** | 7.6 (152 reviews) | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 138 |
| **RingCentral Contact Center** | 8.3/10 | 31 |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Multi-Channel Coverage** | 8.6 (128 reviews) | 9.0 (21 reviews) | 
| **Open Listening** | 8.4 (120 reviews) | Feature Not Available | 
| **Physical Media** | 7.6 (119 reviews) | Feature Not Available | 

#### Design

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Communications Strategy Development** | 8.4 (119 reviews) | Feature Not Available | 
| **Create Content** | 8.0 (119 reviews) | Feature Not Available | 
| **Personalization** | 8.3 (122 reviews) | 7.9 (16 reviews) | 
| **Inbound Identification** | 8.4 (121 reviews) | 8.8 (27 reviews) | 
| **Regulatory Compliance** | 8.5 (116 reviews) | 8.6 (22 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **AI Text Generation** | 7.5 (113 reviews) | 7.3 (11 reviews) | 
| **AI Text Summarization** | 7.6 (112 reviews) | Feature Not Available | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 219 |
| **RingCentral Contact Center** | 9.0/10 | 8 |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **All-Employee Access** | 8.6 (205 reviews) | Feature Not Available | 
| **Supporting Documents** | 8.6 (208 reviews) | 8.6 (6 reviews) | 
| **Two-Way Communication** | 8.7 (206 reviews) | 9.7 (6 reviews) | 

#### Reporting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Priority Case Alerts** | 8.7 (206 reviews) | 8.6 (6 reviews) | 
| **Trend Analysis** | 8.3 (199 reviews) | 8.3 (6 reviews) | 
| **Performance Monitoring** | 8.6 (204 reviews) | 9.7 (6 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **AI Text Generation** | 7.6 (180 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (181 reviews) | Feature Not Available | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 81 |
| **RingCentral Contact Center** | N/A | N/A |

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Evaluation** | 8.8 (72 reviews) | Not enough data | 
| **Calibration** | 8.7 (69 reviews) | Not enough data | 
| **Reports** | 8.7 (72 reviews) | Not enough data | 

#### Engagement

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Feedback** | 8.8 (70 reviews) | Not enough data | 
| **Dashboards** | 8.9 (70 reviews) | Not enough data | 
| **Training** | 8.7 (70 reviews) | Not enough data | 

#### Performance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Integrations** | 8.7 (71 reviews) | Not enough data | 
| **Compliance** | 8.8 (71 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **AI Text Generation** | 7.8 (61 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (62 reviews) | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 315 |
| **RingCentral Contact Center** | 8.1/10 | 88 |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Voice** | 7.5 (277 reviews) | 9.0 (51 reviews) ✓ Verified | 
| **Social** | 7.4 (270 reviews) | 7.4 (40 reviews) ✓ Verified | 
| **Web Chat** | 7.9 (276 reviews) | 7.7 (41 reviews) ✓ Verified | 
| **Mobile SMS** | 7.4 (267 reviews) | 7.8 (50 reviews) ✓ Verified | 
| **Email** | 8.8 (283 reviews) | 8.0 (41 reviews) ✓ Verified | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **AI Text-to-Speech** | 7.0 (218 reviews) | 6.9 (27 reviews) | 

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Session Routing** | 7.9 (271 reviews) | 8.3 (67 reviews) ✓ Verified | 
| **Session Queuing** | 8.0 (269 reviews) | 8.1 (65 reviews) ✓ Verified | 
| **Concurrent Calling** | 7.6 (259 reviews) | 7.9 (54 reviews) ✓ Verified | 
| **Speech Analytics** | 7.2 (256 reviews) | 7.4 (32 reviews) ✓ Verified | 
| **Auto Dialer** | 7.2 (257 reviews) | 8.0 (41 reviews) ✓ Verified | 
| **IVR** | 7.2 (261 reviews) | 7.8 (39 reviews) ✓ Verified | 
| **Inbound Screen Pop** | 7.7 (260 reviews) | 8.2 (44 reviews) | 
| **Persistent Data** | 8.1 (263 reviews) | 8.1 (38 reviews) ✓ Verified | 

#### Agentic AI - Contact Center

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | 9.3 (7 reviews) | Not enough data | 
| **Cross-system Integration** | 9.6 (8 reviews) | 10.0 (5 reviews) | 
| **Natural Language Interaction** | 8.6 (7 reviews) | Not enough data | 
| **Proactive Assistance** | 9.0 (7 reviews) | 8.7 (5 reviews) | 

#### Administrative

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Session Summary Notes** | 7.9 (258 reviews) | 7.9 (57 reviews) ✓ Verified | 
| **Administrator Access** | 8.5 (261 reviews) | 8.6 (64 reviews) ✓ Verified | 
| **Reporting & Dashboards** | 8.6 (261 reviews) | 8.0 (70 reviews) ✓ Verified | 
| **Session Recording** | 7.7 (250 reviews) | 8.1 (42 reviews) ✓ Verified | 
| **Agent Scheduling and Assignment** | 7.7 (255 reviews) | 7.8 (38 reviews) ✓ Verified | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 65 |
| **RingCentral Contact Center** | 8.5/10 | 15 |

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Agent Availability** | 7.9 (59 reviews) | 8.7 (13 reviews) | 
| **Skills Management** | 7.9 (58 reviews) | 8.3 (11 reviews) | 
| **Shift Scheduling** | 7.5 (58 reviews) | 8.5 (10 reviews) | 
| **Agent Self-Service** | 7.8 (57 reviews) | 7.4 (11 reviews) | 
| **Mobile Access** | 7.6 (57 reviews) | 9.2 (14 reviews) | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Automation** | 8.3 (60 reviews) | 8.3 (13 reviews) | 
| **Performance Analysis** | 8.3 (58 reviews) | 8.8 (11 reviews) | 
| **Dashboards** | 8.4 (58 reviews) | 9.5 (14 reviews) | 
| **Forecasting** | 7.7 (56 reviews) | 8.0 (10 reviews) | 
| **Intraday Management** | 7.7 (56 reviews) | 8.2 (11 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 121 |
| **RingCentral Contact Center** | 8.8/10 | 19 |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Personalization** | 8.6 (105 reviews) | 8.9 (16 reviews) | 
| **Omnichannel** | 8.7 (104 reviews) | 8.6 (13 reviews) | 
| **Contextual Engagement** | 8.1 (101 reviews) | 9.2 (14 reviews) | 
| **Proactive Engagement** | 8.3 (107 reviews) | 9.6 (9 reviews) | 

#### Support Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Intelligent Routing** | 8.2 (103 reviews) | 8.3 (14 reviews) | 
| **Seamless Escalation** | 8.2 (101 reviews) | 8.6 (13 reviews) | 
| **Transcripts** | 8.1 (103 reviews) | 9.4 (13 reviews) | 
| **Self-Serve Support** | 8.0 (101 reviews) | 8.0 (10 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **AI Text Generation** | 7.4 (97 reviews) | 9.0 (7 reviews) | 
| **AI Text Summarization** | 7.4 (96 reviews) | Feature Not Available | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 184 |
| **RingCentral Contact Center** | N/A | N/A |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Text** | 8.4 (148 reviews) | Not enough data | 
| **Speech** | 8.0 (144 reviews) | Not enough data | 
| **Knowledge Base** | 8.2 (146 reviews) | Not enough data | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Ticket Resolution** | 8.3 (155 reviews) | Not enough data | 
| **Customization** | 8.2 (149 reviews) | Not enough data | 
| **Intelligent Routing** | 8.2 (152 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Learning** | 7.6 (143 reviews) | Not enough data | 
| **Language** | 7.7 (140 reviews) | Not enough data | 
| **Conversational AI** | 7.5 (140 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1017 |
| **RingCentral Contact Center** | 8.5/10 | 30 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **AI Text Generation** | 7.8 (110 reviews) | Not enough data | 
| **AI Text Summarization** | 7.8 (111 reviews) | Feature Not Available | 
| **AI Text-to-Speech** | 7.8 (110 reviews) | Not enough data | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Pop-up Chat** | 8.5 (313 reviews) ✓ Verified | 9.3 (14 reviews) | 
| **Notifications** | 8.6 (332 reviews) ✓ Verified | 8.9 (15 reviews) | 
| **Targeted Emails** | 8.4 (279 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 8.5 (281 reviews) ✓ Verified | 8.7 (17 reviews) | 
| **Co-Browsing** | 7.8 (162 reviews) | 6.7 (5 reviews) | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Customization ** | 8.3 (826 reviews) ✓ Verified | 8.1 (17 reviews) | 
| **Conversation Archiving** | 8.3 (298 reviews) ✓ Verified | 8.9 (12 reviews) | 
| **Lead Development** | 8.5 (290 reviews) ✓ Verified | Feature Not Available | 
| **Knowledge Base** | 8.4 (322 reviews) ✓ Verified | 8.5 (11 reviews) | 
| **Team Inbox ** | 8.5 (293 reviews) ✓ Verified | 8.8 (12 reviews) | 
| **Customer Profiles** | 8.7 (326 reviews) ✓ Verified | 8.5 (14 reviews) | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 737 |
| **RingCentral Contact Center** | 9.0/10 | 14 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | Feature Not Available | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | 8.8 (8 reviews) | 
| **Searchable Articles** | 8.3 (580 reviews) | 8.7 (9 reviews) | 
| **Community Forums** | 8.3 (529 reviews) | 8.8 (10 reviews) | 
| **Mobile Optimization** | 8.0 (216 reviews) | 8.7 (5 reviews) | 
| **Personalization** | 8.4 (227 reviews) | 9.7 (5 reviews) | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Branding** | 8.4 (226 reviews) | Not enough data | 
| **Automation** | 8.6 (234 reviews) | Not enough data | 
| **Artificial Intelligence** | 7.7 (204 reviews) | Not enough data | 
| **Integrations** | 8.5 (217 reviews) | 9.0 (5 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | 8.5 (8 reviews) | Not enough data | 
| **Multi-step Planning** | 8.5 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 8.9 (9 reviews) | Not enough data | 
| **Adaptive Learning** | 8.8 (8 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.8 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 8.8 (8 reviews) | Not enough data | 
| **Decision Making** | 8.8 (8 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 341 |
| **RingCentral Contact Center** | 8.8/10 | 11 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **AI Text Generation** | 7.9 (56 reviews) | Not enough data | 
| **AI Text Summarization** | 8.1 (56 reviews) | Feature Not Available | 

#### Process

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Mentions** | 8.6 (246 reviews) | 9.0 (8 reviews) | 
| **Tickets** | 8.6 (266 reviews) | 8.8 (7 reviews) | 
| **Macros** | 8.3 (227 reviews) | Not enough data | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Email** | 8.8 (275 reviews) | 8.6 (7 reviews) | 
| **Social** | 8.4 (250 reviews) | 9.0 (8 reviews) | 
| **Live Chat** | 8.5 (233 reviews) | 9.0 (7 reviews) | 
| **Phone** | 8.6 (234 reviews) | 9.3 (10 reviews) | 
| **Text** | 8.6 (216 reviews) | 9.2 (11 reviews) | 

#### Insight

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Surveys** | 8.6 (232 reviews) | 7.8 (6 reviews) | 
| **Reporting** | 8.8 (267 reviews) | 8.1 (7 reviews) | 
| **Visitor Activity** | 8.5 (206 reviews) | Not enough data | 
| **Help Desk** | 8.7 (254 reviews) | 9.3 (9 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 91 |
| **RingCentral Contact Center** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **AI Text Generation** | 8.0 (81 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (82 reviews) | Feature Not Available | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 34 |
| **RingCentral Contact Center** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **AI Text Generation** | Feature Not Available | Not enough data | 
| **AI Text Summarization** | Feature Not Available | Not enough data | 

#### Survey Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Brand Design Consistency** | 8.7 (31 reviews) | Not enough data | 
| **Survey Deployment** | 8.3 (31 reviews) | Not enough data | 
| **Feedback Collection** | 8.6 (31 reviews) | Not enough data | 
| **Device Responsiveness** | 8.7 (31 reviews) | Not enough data | 

#### Process Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Feedback Aggregation** | 8.3 (31 reviews) | Not enough data | 
| **Trigger Alerts** | 8.4 (30 reviews) | Not enough data | 
| **Real-Time Analysis** | 8.7 (31 reviews) | Not enough data | 
| **Real-Time Action** | 8.6 (30 reviews) | Not enough data | 

#### System Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Security** | 9.0 (31 reviews) | Not enough data | 
| **System Monitoring** | 8.7 (30 reviews) | Not enough data | 

### UCaaS Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **RingCentral Contact Center** | N/A | N/A |

#### Agentic AI - UCaaS Platforms

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Feature Not Available | 
| **Cross-system Integration** | Not enough data | Feature Not Available | 
| **Adaptive Learning** | Not enough data | Feature Not Available | 
| **Natural Language Interaction** | Not enough data | Feature Not Available | 

#### Extensions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Tenancy Flexibility** | Not enough data | Not enough data | 
| **Native VoIP** | Not enough data | Not enough data | 
| **CCaaS Option** | Not enough data | Not enough data | 

#### Features

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Voicemail to Email** | Not enough data | Not enough data | 
| **Voicemail to SMS** | Not enough data | Not enough data | 
| **File Sharing** | Not enough data | Not enough data | 
| **Voice Conferencing** | Not enough data | Not enough data | 
| **Video Conferencing** | Not enough data | Not enough data | 
| **Conference Transcripts** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (10):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Live Chat Software](https://www.g2.com/categories/live-chat), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Help Desk Software](https://www.g2.com/categories/help-desk), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Contact Center Software](https://www.g2.com/categories/contact-center), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (4):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management)

**Unique to RingCentral Contact Center (2):** [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [UCaaS Platforms](https://www.g2.com/categories/ucaas-platforms)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | RingCentral Contact Center | 
|---|---|---|
| **Small-Business** | 18.7% | 48.5% | 
| **Mid-Market** | 42.8% | 38.0% | 
| **Enterprise** | 38.5% | 13.5% | 

### By Industry

#### Agentforce Service (formerly Salesforce Service Cloud)

- **Information Technology and Services:** 11.5%
- **Computer Software:** 9.3%
- **Financial Services:** 7.6%
- **Manufacturing:** 4.3%
- **Non-Profit Organization Management:** 3.8%
- **Hospital & Health Care:** 3.6%
- **Consulting:** 3.2%
- **Retail:** 2.9%
- **Insurance:** 2.6%
- **Telecommunications:** 2.4%
- **Other:** 48.9%

#### RingCentral Contact Center

- **Computer Software:** 7.9%
- **Telecommunications:** 6.8%
- **Consumer Services:** 6.8%
- **Financial Services:** 6.3%
- **Staffing and Recruiting:** 5.8%
- **Insurance:** 5.2%
- **Law Practice:** 4.2%
- **Information Technology and Services:** 4.2%
- **Hospital & Health Care:** 3.7%
- **Marketing and Advertising:** 3.7%
- **Other:** 45.5%

---
## Alternatives

### Alternatives to Agentforce Service (formerly Salesforce Service Cloud)

- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (464 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (749 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7759 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6994 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3883 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2916 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1555 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)

### Alternatives to RingCentral Contact Center

- [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) — 4.3/5 stars (2387 reviews)
- [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2524 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (618 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1555 reviews)
- [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) — 4.1/5 stars (257 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1614 reviews)
- [CTM](https://www.g2.com/products/ctm-ctm/reviews) — 4.5/5 stars (761 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1847 reviews)
- [GoTo Connect](https://www.g2.com/products/goto-connect/reviews) — 4.4/5 stars (1415 reviews)

---
## Top Discussions

### Agentforce Service (formerly Salesforce Service Cloud)

- Title: [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) — 4 comments
  > **Top comment:** "Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls..."
- Title: [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) — 3 comments, 1 upvote
  > **Top comment:** "Customer 360 and being able to hand off cases effectively"
- Title: [Does salesforce have a customer portal?](https://www.g2.com/discussions/does-salesforce-have-a-customer-portal) — 3 comments
  > **Top comment:** "In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking..."
- Title: [What is Salesforce customer community?](https://www.g2.com/discussions/what-is-salesforce-customer-community) — 2 comments
  > **Top comment:** "Salesforce customer community is a platform that allows businesses to connect with their customers and provide them with personalized and self-service..."
- Title: [Can salesforce have a lightweight application typically for startups](https://www.g2.com/discussions/can-salesforce-have-a-lightweight-application-typically-for-startups) — 2 comments, 1 upvote
  > **Top comment:** "After so many attempts in getting my funds back which I lost to a fake platform called mycoinbanking.com I lost the total of $348.000.  I needed the profit..."

### RingCentral Contact Center

- Title: [How good is RingCentral?](https://www.g2.com/discussions/how-good-is-ringcentral) — 3 comments, 1 upvote
  > **Top comment:** "Comment deleted by user."
- Title: [What is RingCentral Contact Center used for?](https://www.g2.com/discussions/what-is-ringcentral-contact-center-used-for) — 1 comment
  > **Top comment:** "I use RingCentral Contact Center in my daily work to manage customer support interactions, including handling inbound calls, routing customer inquiries,..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/agentforce-service-formerly-salesforce-service-cloud-vs-ringcentral-contact-center)