G2

Emily R.

Senior HR Manager

Information Technology and Services

Enterprise (> 1000 emp.)

9/26/2026

"Whisper Coaching Helps Defuse Tough Calls in Real Time"

4/5

What do you like best about RingCentral Contact Center?

Had a newer agent handling what sounded like it was heading toward a genuinely upset customer, and instead of waiting for it to escalate into a complaint, I used the whisper feature to coach her through it live, telling her what to say next without the customer hearing a word of it. Call ended fine, customer had no idea a second person was even involved. Compare that to before, where I'd only find out something went badly after reading a bad review or getting a complaint forwarded to me days later. Review collected by and hosted on G2.com.

What do you dislike about RingCentral Contact Center?

Whisper coaching only works if I happen to be watching that specific call at the right moment, there's no way to get alerted that a call's heading somewhere rough, so it's really just luck whether I catch it in time or not. Review collected by and hosted on G2.com.

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

Stepping in silently before a call actually goes bad has saved more than one interaction that would've otherwise turned into a complaint. The lack of any kind of heads up on which calls need attention is the real gap though, I'm basically relying on happening to be watching at the right time rather than the system pointing me toward it. Review collected by and hosted on G2.com.