Verified User in Internet
UI
Verified User in Internet
Mid-Market (51-1000 emp.)
"Comprehensive Omnichannel Engagement That Boosts Agent Productivity"
4/5
What do you like best about RingCentral Contact Center?

It offers a comprehensive omnichannel customer engagement platform that brings voice, chat, email, SMS, and social messaging together in a single interface. Features like intelligent call routing, AI-powered agent assistance, real-time analytics, and seamless CRM integrations help boost agent productivity while delivering a consistent customer experience across every channel. Review collected by and hosted on G2.com.

What do you dislike about RingCentral Contact Center?

The initial setup and configuration of routing flows, queues, and reporting can feel complex, particularly in larger contact centres. Some of the more advanced workforce management and AI capabilities also require additional licensing. On top of that, the reporting dashboard could be more flexible, making it easier to build highly customised reports without needing deep administrative expertise. Review collected by and hosted on G2.com.

Response from Madi Hayford of RingCentral Contact Center
Edit edit

We appreciate you sharing your detailed feedback with us! We are pleased that RingCentral Contact Center is helping boost team productivity by unifying voice, chat, email, SMS, and social messaging in a single interface, supported by intelligent routing, AI assistance, real-time analytics, and CRM integrations. The Review Team would love the opportunity to learn more about your experience. Please reference this review and email us directly at review@ringcentral.com to continue the conversation together.

Thank you for choosing RingCentral!

VW
Venise W.
Claims Specialist
Small-Business (50 or fewer emp.)
"User-Friendly RingCentral with Helpful Support and Great AI Transcriptions"
4.5/5
What do you like best about RingCentral Contact Center?

Ring Central is really user-friendly and easy to navigate. Whenever I’ve contacted customer support, they’ve been very helpful and responsive when it comes to troubleshooting any issues. I also like the AI feature that transcribes calls and voicemails, which makes it easier to review messages later. Review collected by and hosted on G2.com.

What do you dislike about RingCentral Contact Center?

One downside of using RingCentral is that when I ran into an issue, it was difficult to reach the right department for troubleshooting. However, once I was connected with the correct team, they were extremely helpful and resolved the problem. Review collected by and hosted on G2.com.

Response from Madi Hayford of RingCentral Contact Center
Edit edit

Hi Venise, we appreciate your awesome insights! We are delighted that you find RingCentral Contact Center user-friendly and easy to navigate. It is fantastic to know that our AI call and voicemail transcription features are making it convenient for you to review interactions without needing to re-listen to full recordings. The Review Team would love the opportunity to learn more about your experience with our products and services. Please reference this review and email us at review@ringcentral.com to continue the conversation together.

Thank you for being a loyal RingCentral customer, Venise!

Deepak C.
DC
Deepak C.
Mechanical design Engineer
Mechanical or Industrial Engineering
Mid-Market (51-1000 emp.)
"Enhances Call Quality Management, But Storage Costs Add Up"
4/5
What do you like best about RingCentral Contact Center?

I use RingCentral Contact Center for recording calls to improve service quality, maintain compliance, and support employee development, which I find really valuable. I appreciate that it helps businesses review conversations to ensure agents follow company policies, provide accurate information, and deliver consistent customer service. I also like that managers can review calls to identify whether agents are adhering to company standards and provide targeted coaching, solving many problems with inconsistent customer service. Additionally, the initial setup was quite easy for me. Review collected by and hosted on G2.com.

What do you dislike about RingCentral Contact Center?

I find that storing a large number of recorded calls requires significant storage capacity and can increase my operational costs. Review collected by and hosted on G2.com.

Response from Madi Hayford of RingCentral Contact Center
Edit edit

Thank you for your valuable feedback, Deepak! It is wonderful to hear that RingCentral Contact Center is serving your organization as a valuable quality management tool, making it easy to maintain compliance, provide targeted coaching, and deliver consistent customer service with an initial setup that was straightforward for your business. The Review Team would love the opportunity to learn more about your experience with our products and services. Please reference this review and email us directly at review@ringcentral.com to continue the conversation together.

JM
Jae M.
Contact Center Operations Manager
Mid-Market (51-1000 emp.)
"ACE Coaching Makes Agent Performance Insights Fast and Proactive"
4.5/5
What do you like best about RingCentral Contact Center?

ACE Coaching page is most valuable for me. Before this i listened to random call recordings to assess agents which was like finding needle in haystack. Now i see key metrics like talk to listen ratio and sentiment analysis. I know where agents struggle without manual digging. Power skills tab benchmarks against team and helps identify top performers and who needs mentoring. This moved me from reactive to proactive coaching. Review collected by and hosted on G2.com.

What do you dislike about RingCentral Contact Center?

Initial setup with legacy crm was headache. Data flow between systems took weeks to sort out. IT guys involved more than i wanted. Mapping custom fields for customer data on outbound calls was battle. Stable once connected but onboarding was friction and time suck. Review collected by and hosted on G2.com.

Response from Madi Hayford of RingCentral Contact Center
Edit edit

Hey Jae, thank you for your amazing review! It is wonderful to hear that the AI Conversation Expert (ACE) Coaching dashboard has successfully transitioned your team into proactive mentoring, using metrics such as talk-to-listen ratios, sentiment analysis, and the PowerSkills tab to replace manual digging with direct transparency and accountability. We are pleased that these concrete analytics are facilitating constructive training conversations and helping you uncover critical caller trend indicators seamlessly. The Review Team would love the opportunity to learn more about your experience with our products and services. Please reference this review and email us directly at review@ringcentral.com to continue the conversation together. We also encourage you to explore and engage with our RingCentral Community, which is a place to collaborate with other users, ask questions, and discover tips from both peers and RingCentral experts. For your convenience, we have included a link below.

We appreciate you choosing RingCentral, Jae!

See how RingCentral Contact Center improved
Ashwin P.
AP
Ashwin P.
SME Lead - Recruitment
Enterprise (> 1000 emp.)
"Great Overall Application for Connecting people in every way."
5/5
What do you like best about RingCentral Contact Center?

What I like most about RingCentral Contact Center is its unified, cloud-based platform, which makes it easy to manage voice, chat, email, and other customer interactions all in one place. I also appreciate the robust reporting, scalability, and integration capabilities, which help improve agent productivity and enhance the overall customer experience. On top of that, it’s very easy to use. In my experience, it doesn’t lag, and customer support has been good. I’ve been using it daily for the last year. Very good overall. Review collected by and hosted on G2.com.

What do you dislike about RingCentral Contact Center?

What I dislike about RingCentral Contact Center is that some administrative and reporting functions feel less intuitive than I would expect, and more advanced customization can require extra setup or support. At times, the interface also feels a bit complex for new users, especially during onboarding, which can make the initial learning curve steeper than it needs to be. Review collected by and hosted on G2.com.

Response from Madi Hayford of RingCentral Contact Center
Edit edit

Hey Ashwin, we appreciate your detailed review! It is fantastic that our unified platform has been a reliable, lag-free partner in your daily operations for the last year. It is great to know that the consolidation of voice, chat, and email drives productivity for you and your team. The Review Team would love the opportunity to learn more about your experience with our products and services. Please reference this review and email us directly at review@ringcentral.com to continue the conversation together.

Thank you for being a loyal RingCentral customer, Ashwin!

Ankit M.
AM
Ankit M.
Technical Recruiter
Enterprise (> 1000 emp.)
"RingCentral Contact Center Makes Support Fast, Unified, and Smooth"
5/5
What do you like best about RingCentral Contact Center?

What I like best about RingCentral Contact Center is how it makes customer support easy and fast. It can be integrated with each customer to the right agent automatically, which saves time and improves service. It also brings calls, chats, and emails into one place, so agents don’t get confused. The system uses simple AI tools to handle basic questions, which reduces workload. Overall, it helps teams work smoothly and give better customer experience. Review collected by and hosted on G2.com.

What do you dislike about RingCentral Contact Center?

Nothing much but some DATA portion must be easy to analyse about productive call and some added benefit os AI features must be there Review collected by and hosted on G2.com.

Response from Madi Hayford of RingCentral Contact Center
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Hey Ankit, we appreciate your amazing rating and review! We are thrilled that RingCentral Contact Center helps your team work more smoothly and provides a better experience for your customers; seeing your success with omnichannel integration and basic AI tools is exactly what we strive for. The Review Team would love the opportunity to learn more about your experience with our products and services. Please reference this review and email us directly at review@ringcentral.com to continue the conversation together. We also encourage you to explore and engage with our RingCentral Community, which is a place to collaborate with other users, ask questions, and see tips from both peers and RingCentral experts. For your convenience, we have included a link below.

Thank you for being a loyal RingCentral customer, Ankit!

See how RingCentral Contact Center improved
PB
Prajwal B.
Associate Software Engineer
Computer Software
Mid-Market (51-1000 emp.)
"Streamlined Our Customer Interactions Seamlessly"
5/5
What do you like best about RingCentral Contact Center?

I like that RingCentral Contact Center brings a sense of calm during busy days, allowing our team to focus on conversations and trust that things are being handled properly in the background. I appreciate that it gives the team more breathing room by reducing the need for constant status checks, helping our work feel more organized without adding extra complexity. I also enjoy the integration with our Teams and Customer Relation Software, which means conversations are easier to follow with less scattered information. Since switching from a normal phone calling system, we've become more organized and spend less time figuring out processes, allowing us to focus more on customers. The initial setup was easier than expected, despite spending some time on customizations. Review collected by and hosted on G2.com.

What do you dislike about RingCentral Contact Center?

I think some areas could be a little more intuitive for people who don't use them every day, and there have been times that we need to click around more to see expected results. I would like to see more intelligent suggestions that help us complete tasks faster. Also, although the initial setup was easier than expected, we spent more time on customizations, which could have been much easier. Review collected by and hosted on G2.com.

Response from Madi Hayford of RingCentral Contact Center
Edit edit

Thank you for sharing your detailed feedback with us! We are thrilled to hear that RingCentral Contact Center brings a sense of calm to your busy days and that our Microsoft Teams and CRM integrations successfully eliminate scattered information, allowing your team to focus directly on your customers. It is wonderful to know that your migration from a legacy phone system has made your operations more organized and that the initial deployment was smoother than anticipated. The Review Team would love the opportunity to learn more about your experience with our products and services. Please reference this review and email us directly at review@ringcentral.com to continue the conversation together.

Thank you for being a loyal RingCentral customer, Prajwal!

Adan Bin S.
AS
Adan Bin S.
Marketing and Creative Lead
Mid-Market (51-1000 emp.)
"Centralized Inbound Leads with Real-Time Analytics That Keep Us Campaign-Ready"
4.5/5
What do you like best about RingCentral Contact Center?

It centralizes our inbound campaign leads across chat, voice, and email so nothing gets missed. As a creative and marketing lead, I rely on its real time analytics to see how inbound traffic spike when we launch traffic spikes when we launch new campaigns, ensuring our team is prepared to handle the volume. Review collected by and hosted on G2.com.

What do you dislike about RingCentral Contact Center?

The initial onboarding and routing serup have a steep learning curve. The interface can feel a bit cluttered, and setting up custom IVR menus required extra time to get right. We've also experienced occasional lag during high volume hours!. Review collected by and hosted on G2.com.

Response from Madi Hayford of RingCentral Contact Center
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Hi Adan, we value your amazing insights! It is great to hear how RingCentral Contact Center is helping bridge the gap between your marketing efforts and customer outreach. We are glad that centralizing your inbound campaign leads across voice, chat, and email keeps your team organized, and that our real-time analytics and customer interaction insights give your creative and marketing teams the visibility needed to handle traffic spikes and build strategic campaigns. The Review Team would love the opportunity to learn more about your experience with our products and services. Please reference this review and email us directly at review@ringcentral.com to continue the conversation together. We also encourage you to explore and engage with our RingCentral Community, which is a place to collaborate with other users, ask questions, and discover tips from both peers and RingCentral experts. For your convenience, we have included a link below.

Thank you for choosing RingCentral, Adan!

See how RingCentral Contact Center improved
Yash R.
YR
Yash R.
Packaged App Development Analyst
Enterprise (> 1000 emp.)
"Real-Time Reporting That Keeps Contact Center Operations Efficient"
4.5/5
What do you like best about RingCentral Contact Center?

The reporting features and real-time visibility are very useful for tracking team performance and integrations also help us to connect to other tools and make daily workflows easy. Review collected by and hosted on G2.com.

What do you dislike about RingCentral Contact Center?

The biggest issue for me is that it can feel a bit complicated at first. There are a lot of settings and options, so new users may need some time to get comfortable and figure out where everything is. The pricing also can feel little high. Review collected by and hosted on G2.com.

Response from Madi Hayford of RingCentral Contact Center
Edit edit

Hey Yash, thank you for taking the time to write and share your review! It is wonderful to hear that RingCentral Contact Center helps keep your operations efficient and organized. We are proud to know that having real-time visibility, comprehensive performance reporting, and seamless integrations with your existing tools helps streamline daily workflows and gives you clear insights into agent performance and customer interactions. It is also great that our built-in AI features are providing actionable conversation insights to support targeted agent coaching. The Review Team would love the opportunity to learn more about your experience with our products and services. Please reference this review and email us directly at review@ringcentral.com to continue the conversation together.

SK
Sanjay K.
Communications Manager
Information Technology and Services
Mid-Market (51-1000 emp.)
"Unified Messaging and Powerful Call Tracking in RingCentral Contact Center"
5/5
What do you like best about RingCentral Contact Center?

I like the unified live chat, sms and email messaging under one dashboard. RingCentral Contact Center enables my team to track customer interactions and performance. I can easily channel phone calls to the right department and leverage call data. The customer support team provides clear guidelines for setup and is ever helpful for business success. Review collected by and hosted on G2.com.

What do you dislike about RingCentral Contact Center?

I was overwhelmed by the AI tools and most features on the user dashboard as a new user. Review collected by and hosted on G2.com.

Response from Madi Hayford of RingCentral Contact Center
Edit edit

Hey Sanjay, your insights are valuable to us, and we appreciate you highlighting these aspects of your administrative and agent workflows! It is wonderful to hear that RingCentral Contact Center is serving your enterprise well as a unified call center, allowing your team to centralize live chat, SMS, and email interactions onto a single dashboard. We are also pleased to know that our sophisticated call routing rules have simplified department management, that your team is successfully optimizing call data for forecasting and scheduling events, and that our Support Team has delivered helpful guidelines to support your business success. The Review Team would love the opportunity to learn more about your experience with our products and services. Please reference this review and email us directly at review@ringcentral.com to continue the conversation together. We also encourage you to explore and engage with our RingCentral Community, which is a place to collaborate with other users, ask questions, and discover tips from both peers and RingCentral experts. For your convenience, we have included a link below.

Thank you for choosing RingCentral to empower your business communication needs, Sanjay!

See how RingCentral Contact Center improved