RingCentral Contact Center Features

As reported in 14 RingCentral Contact Center reviews. Allows software to be easily used on multiple mobile devices include phone and tablet devices.

Based on 15 RingCentral Contact Center reviews. Allows users to customize chat colors, text, logos, and branding.

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. 14 reviewers of RingCentral Contact Center have provided feedback on this feature.

Integrates with other customer service software to improve support and enhance functionality This feature was mentioned in 11 RingCentral Contact Center reviews.

Based on 11 RingCentral Contact Center reviews. Provides analytics tools that reveal important business metrics and track progress

Based on 13 RingCentral Contact Center reviews. Displays important metrics relating to performance

User Experience of creating and submitting a ticket

User Experience of responding and receiving a response

Route tickets based on values of fields, changes to ticket status and time based conditions 11 reviewers of RingCentral Contact Center have provided feedback on this feature.

As reported in 11 RingCentral Contact Center reviews. Respond to common requests with standard reply

Offers tools for managing and tracking service-level agreements (SLAs)

Documents and files can be attached to the ticket to communicate with customer issues/resolutions 10 reviewers of RingCentral Contact Center have provided feedback on this feature.

Share and collaborate on tickets with multiple customer service representatives

Central repository for account and contact information This feature was mentioned in 10 RingCentral Contact Center reviews.

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

Ability for customer service agents to communicate with customers via live chat to solve problems live

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Make and receive calls directly in the application. Track and record calls for analysis. This feature was mentioned in 11 RingCentral Contact Center reviews.

Provides a repository of information that can be used by those seeking support.

Makes articles in the knowledge base searchable on the web.

Enables users to engage with other users to solve common issues. 10 reviewers of RingCentral Contact Center have provided feedback on this feature.

Optimizes the customer self-service experience on mobile devices

Gives the user targeted, personalized results based on their activity or preferences

Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.

Automates some or all operation related tasks

Utilizes artificial intelligence to improve workflows or customer experiences

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. 13 reviewers of RingCentral Contact Center have provided feedback on this feature.

Delivers notifications to both sides of the conversation. 14 reviewers of RingCentral Contact Center have provided feedback on this feature.

Sends automated emails to further engage clients and potential clients.

Allows for live chat to be enabled within the app for customer help. This feature was mentioned in 15 RingCentral Contact Center reviews.

Allows agents to join a customer's browser session and navigate through the website with them.

Allows users to customize chat colors, text, logos, and branding. 15 reviewers of RingCentral Contact Center have provided feedback on this feature.

Based on 12 RingCentral Contact Center reviews. Archives conversations in a separate location for later reference.

As reported in 11 RingCentral Contact Center reviews. Establishes a knowledge base for employee reference during conversations.

As reported in 10 RingCentral Contact Center reviews. Provides a central location for help requests, helping employees respond sooner.

Allows for the creation of profiles for contacts and customers. 13 reviewers of RingCentral Contact Center have provided feedback on this feature.

Scours various channels for brand mentions to proactively seek reparative communications.

Creates and assigns support tickets, scheduling them in a timely manner.

Allows administrators to create templated responses to frequently asked questions.

Ability to connect agents with customers through Live Chat.

Connects employees with customers through a social media solution.

Ability to connect agents with customers through email.

Connects employees with customers through a calling solution. 10 reviewers of RingCentral Contact Center have provided feedback on this feature.

As reported in 11 RingCentral Contact Center reviews. Ability to connect agents with customers through text message solution.

Software incorporates multiple digital communications channels. This feature was mentioned in 21 RingCentral Contact Center reviews.

Based on 47 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Provides voice call functionality.

Based on 38 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Provides an interface for one or more social media channels.

Based on 40 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.

Based on 46 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Accepts contacts initiated through SMS or other mobile text functions.

Based on 39 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Allows CSRs to receive and answer customer emails.

Provides opportunity for customers to give feedback through a survey.

Enables administrators to create customized reports reflecting customer satisfaction.

Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

Based on 24 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Presents information about the individual being called before the call begins.

Based on 22 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing.

As reported in 10 RingCentral Contact Center reviews. Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently.

Based on 22 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.

Based on 22 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.

Based on 24 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

Based on 21 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.

Based on 23 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department.

Based on 22 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry.

Outbound communications are segmented and personalized. 16 reviewers of RingCentral Contact Center have provided feedback on this feature.

Inbound contacts are identified and handled based on history. 26 reviewers of RingCentral Contact Center have provided feedback on this feature.

Based on 22 RingCentral Contact Center reviews. Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements.

Allows linking of useful information such as screen shots

Provides direct contact between CSRs and customers outside of milestones

Informs stakeholders of activity on escalated or high-value cases

Evaluates frequency of types of complaints

Includes a dashboard or other means of performance monitoring

Based on 66 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.

Based on 64 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.

Based on 53 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.

Based on 32 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Provides some level of analytics based on keywords and vocal tones.

Based on 40 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Has auto dialing or predictive dialing functions for outbound use.

Based on 38 RingCentral Contact Center reviews and verified by the G2 Product R&D team. Includes an interactive phone menu.

Populates CSR's screen with available customer data. 42 reviewers of RingCentral Contact Center have provided feedback on this feature.

Based on 37 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.

Transcribes voice messages to email.

Transcribes voice messages and delivers them via text message.

Includes a way to easily share files between users.

Allows multi-participant phone conferences.

Can host video conferences.

Records and transcribes voice and video conferences.

Can be deployed as a single-tenant or multi-tenant product.

Contains its own IP telephony system.

Is also able to serve as contact center software.

Based on 57 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.

Based on 63 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.

Based on 68 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.

Based on 41 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.

Based on 38 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.

As reported in 13 RingCentral Contact Center reviews. Offers complete visibility into agent availability to efficiently create and manage schedules.

As reported in 11 RingCentral Contact Center reviews. Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions.

Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. 10 reviewers of RingCentral Contact Center have provided feedback on this feature.

Based on 11 RingCentral Contact Center reviews. Allows agents to set their own preferences, request time off, and trade shifts.

Allows users to access the software using mobile devices. 14 reviewers of RingCentral Contact Center have provided feedback on this feature.

Based on 13 RingCentral Contact Center reviews. Automates some or all operation related tasks

As reported in 11 RingCentral Contact Center reviews. Monitors call volume and quality to evaluate agent performance.

Has a centralized dashboard for users to interact with. This feature was mentioned in 14 RingCentral Contact Center reviews.

Forecasts scheduling needs based on historical data. This feature was mentioned in 10 RingCentral Contact Center reviews.

Tracks agent workloads throughout the day and helps supervisors allocate resources as needed. This feature was mentioned in 11 RingCentral Contact Center reviews.

Based on 16 RingCentral Contact Center reviews. Identifies the customer and personalizes interaction at every touchpoint.

As reported in 13 RingCentral Contact Center reviews. Allows multiple related channels to interact at once to reduce transfers.

As reported in 14 RingCentral Contact Center reviews. Prompts agents to engage customers based on contextual data, such as product usage or conversation history.

Provides features for sending outbound messages to engage customers through proactive support.

Based on 14 RingCentral Contact Center reviews. Can route contacts to agents the customer has worked with before.

Provides features for escalating conversations to the appropriate agent. This feature was mentioned in 13 RingCentral Contact Center reviews.

As reported in 13 RingCentral Contact Center reviews. Maintains a transcript of conversations from all channels.

Enables customers to resolve queries or issues without the assistance of an agent. This feature was mentioned in 10 RingCentral Contact Center reviews.

Allows users to generate text based on a text prompt.

Allows users to generate text based on a text prompt.

Simulates human-like speech from text inputs.

Allows users to generate text based on a text prompt.

Simulates human-like speech from text inputs. This feature was mentioned in 26 RingCentral Contact Center reviews.

Allows users to generate text based on a text prompt.

Allows users to generate text based on a text prompt.

As reported in 11 RingCentral Contact Center reviews. Allows users to generate text based on a text prompt.

Allows users to generate text based on a text prompt.

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input 11 reviewers of RingCentral Contact Center have provided feedback on this feature.

Works across multiple software systems or databases This feature was mentioned in 11 RingCentral Contact Center reviews.

Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times. 10 reviewers of RingCentral Contact Center have provided feedback on this feature.

Based on 10 RingCentral Contact Center reviews. Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions.

As reported in 10 RingCentral Contact Center reviews. Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review.