RingCentral Contact Center
Revolutionize your customer relationships

Intelligent routing

• ACD
  Route calls to the right agent every time according to your own business rules.
• IVR
  Enable your customers to perform routine operations over the phone by themselves and clarify customer needs for more personalized service.
• Skills-based routing
  Ensure every customer gets the best available resource on every interaction.
• Virtual hold
  Offer a queued call-back to free up customers from waiting on hold and protect their place in the queue.
• Voicemail routing
  Provide customers with the options of leaving a message or receiving a call back at busy times. This allows for routing and queuing to ensure all callers are prioritized properly.
• Omnichannel routing
  Let customers reach out to you on the most convenient channel for them at any given moment.
• Outbound dialing
  Increase sales with efficient dialing capabilities that maximize performance, eliminate pauses, and keep you compliant.
• Outbound campaign management
  Increase sales by knowing who to contact and when, and manage retries and preferred channels.
• Chat and co-browse
  Close more deals with the offer of help at the right time. Walk customers through forms and web pages when needed.
• Social media interactions
  Identify relevant questions and comments in the social sphere, contact customers, and manage interactions within your core contact center application.

Integrations

• CRM integrations
  Personalize the customer experience and drive agent productivity by integrating prebuilt and open API-driven connections into any back-end system.
• Screen pops
  Provide agents with critical customer information at just the right time to help them close a deal or provide a positive customer experience.
• Click-to-call
  Experience one-click calling from within your CRM interface. Benefit from focused and fast calling to increase sales or help solve customer issues.
• Data-driven routing
  Use data from back-end and CRM systems to make smarter connections and build customer relationships.
• RestFUL APIs
  Get the flexibility to integrate with any system to support any workflow with our powerful APIs.

Administration and management

• Surveys
  Get access to Net Promoter Score (NPS) surveys, Customer Effort Scores, general satisfaction ratings, and more.
• Call recording
  Record all calls to gain insight into agent performance and the customer experience, improve agent coaching.
• Whisper coaching, silent monitoring, and barge-in
  Provide supervisor tools to help agents and ensure the best possible customer experience.
• Supervisor tools
  Call recordings, monitor, whisper, barge-in, reporting and dashboards, all help lead the way to full workforce optimization.
• Prebuilt reports
  Get the information you need on agent performance and the customer experience with the most important and targeted predefined reports.
• Administration without IT
  Respond to changing conditions without IT assistance with easy-to-use administration tools.
• Omnichannel analytics
  See the full customer journey across all channels and gain insight into agent performance on any channel.
• Analytics and dashboards
  Get an instant snapshot of how your team is performing and what your customers are experiencing.

Workforce Management and Optimization

• Full Workforce Optimization (WFO)
  Make sure you are getting the best value from your contact center solution. Two-thirds of the cost of running a contact center is in labor and agent support and now you can get the most out of your investment with our workforce optimization tools.
• Workforce Management (WFM)
  Optimize agent schedules to ensure customers are not left in the cold during peak times, and agents are not idle during quiet times.
• Performance management
  Track contact center performance with dashboards that showcase data from CRM and other sources. The added bonus of gamification will keep agents engaged and productive.
• Quality Management (QM)
  Listen to call recordings, watch screen recordings, and use forms for consistent agent reviews and grading.
• Screen recording
  Provide feedback to agents on how they should navigate your systems to optimize performance.
• Speech and text analytics
  Spot customer trends, issues, and changes quickly by reviewing customer conversations for key topics and phrases.
• Gamification
  Give agents challenges, badges, and prizes while you gain immediate feedback on how everyone is performing relative to the rest of the team.
• Coaching and learning tools
  Schedule, deliver, and track coaching, which is integrated with individual quality monitoring evaluation scores and KPIs.

Flexible, safe, reliable, and secure

• Seasonal scaling
  Quickly and easily add or reduce capacity to ensure your customers get the best possible service even during the busiest times.
• Active failover
  Rest assured that your system will not go down, even if an entire data center is taken out of service.
• Guaranteed 99.99% uptime
  At RingCentral, we back up our commitment to your business with the highest levels of availability.
• Work through a disaster
  Hurricane, blizzard, earthquake… when agents can work from anywhere, it doesn’t matter what has happened to your office, your contact center will continue to run.
• Permission-based access
  Your system administrator controls user access. Every user of the system is given access to just the capabilities they need.
• Compliant with security standards
  Rest assured that you have chosen a trusted partner whose solutions are compliant with HIPAA, PCI, SOX, CPNI, and many other security standards.
• Work-anywhere agents
  Anywhere your agents can get browser access to the internet becomes a place where customer support or sales can happen.
• Encryption
  Feel safe in the knowledge that all of your data is protected with powerful encryption capabilities.

Customer engagement across your entire company

• Collaboration
  Get team support by collaborating on Glip with fast access to experts who can answer difficult questions.
• PBX integration
  Seamlessly move customers from local offices to your contact center and benefit from extension-to-extension dialing to conference in or transfer to experts.
• Shared directory
  Give your agents the ability to see who is available across the entire company. Other employees will also be able to see the availability of your agents.

Get quick access to prebuilt integrations

Our ready-to-use integrations make it easy to leverage the CRM tools you rely on every day. Get up and running fast, and arm your agents with the right information to identify the right solution and provide the best service to your customers.

Create open APIs for a seamless workflow

RingCentral offers open APIs so you can tailor your contact center to your specific business needs. Connect the contact center with your own custom systems or provide access to specific data.

Basic

• Support for inbound voice-based call centers
• Standard IVR and ACD capabilities

Advanced

• Support for omnichannel contact centers
• Advanced IVR and ACD
• Easy administration and flexible reports

Ultimate

• Support for omnichannel contact centers
• Advanced IVR and ACD
• Easy administration and flexible reports
• Advanced IVR outbound dialing capabilities