![amit s.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "amit s.")
AS

amit s.

Associate Engineer

Computer Software

Mid-Market (51-1000 emp.)

8/22/2026

"RingCentral Contact Center Unified Our Voice and Chat Queues Seamlessly"

4/5

What do you like best about RingCentral Contact Center?

We used to run phone support and web chat through two completely separate systems, agents literally sat with two screens open just to keep track of both. Moving both into RingCentral's contact center meant one queue handles voice and chat together, so an agent isn't context switching between two different tools mid-shift. Also started using the omnichannel routing to send simple questions to a self-serve bot first, only escalating to a human when it's actually needed, which cut down our queue length noticeably during busy afternoons. Review collected by and hosted on G2.com.

What do you dislike about RingCentral Contact Center?

The quality management scoring took a few tries to calibrate right, our first pass had it flagging calls as low quality just because they ran long, even when the call was fine and just genuinely needed more time. Review collected by and hosted on G2.com.

What problems is RingCentral Contact Center solving and how is that benefiting you?

Merging phone and chat into one system alone was worth the switch, agents stopped juggling two separate tabs just to handle basic support. The bot handling simple stuff before it reaches a person has also kept our queue shorter during peak hours. Quality scoring needed some tuning to actually reflect a good call versus just a long one but once we adjusted the thresholds it's been a fair measure. Review collected by and hosted on G2.com.

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Validated ReviewerIncentivizedSource: Seller invite

See what 213 reviewers think of RingCentral Contact Center

4.1 out of 5 · Verified reviews from real users

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