Cloud Call Center system

Comments of Mark

• a
• b
• c

Comments of Anastasia

• a
• b
• c

Comments of Jonathon

• the call Centre platform for Ring Central isn’t their own and my general experience with them wasn’t great in the past for support
• I don’t mind RC for general use but call centre isn’t their main offering
• c

Comparison

Best VoIP Services (October 2023)

10 Best Call Center Software (2023)

Software Advice: RingCentral Contact Center vs Five9

TrustRadius: Five9 vs. RingCentral Contact Center

TEC: Five9 vs. RingCentral Contact Center

Five9

Forbes Advisor Five9 Review (2023)

Forbes Advisor about Five9:

Five9’s call center platform offers four different plans with an increasingly robust feature set, but all of them offer both inbound and outbound calls, call recording and 24/7 support. Plus, the intuitive dashboard is kind of like a slim CRM for your support team to access calls, emails and notes for each client. The higher tiers offer omnichannel support for email and chat. Analytics and workflow automation come in at the highest tiers.

There’s no free trial, but you can get a demo from the Five9 sales team. You may as well get the demo because you have to contact sales to get a quote for pricing—there’s no public pricing available.

What Five9 does best comes in the form of AI- and machine learning-powered tools. You’ll get standard IVR features, but machine learning improves results for customers. So, you can set up your support channels to handle questions with answers from a knowledge base, and the AI-assisted agent will route a call to a live agent if it can’t find an answer for a customer.

Who should use it:

Businesses that want a smarter call center platform may do well with Five9 thanks to the AI-assisted IVR. You may be able to slim down your number of live agents by supplying answers customers need without having to talk to an agent.

Pros

• Inbound and outbound calling
• Integrates with many applications, including Salesforce, Zendesk and Microsoft Teams
• Real-time call transcriptions and historical reports for agents
• Predictive dialing
• Workforce and performance management

Cons

• Consultation is required for pricing
• No ticket system
• Some users found the user interface difficult to navigate

RingCentral

2 in 1:

RingCentral Contact Center

and

RingCentral CLOUD PHONE SYSTEM

*Cloud Hosted PBX Systems

Forbes Advisor RingCentral Review (2023)

Forbes Advisor about VoIP phone service:

RingCentral is our top pick for best VoIP phone service because it offers the best combination of features and price. You can get started with a basic plan at $20 per user per month (or $30 per user if you pay monthly), which gives you unlimited calling in the U.S. and Canada, voice mail to text, call log reports, document sharing and team messaging.

If you need more features, such as international calling or toll-free numbers, you can upgrade to one of RingCentral’s higher-priced plans. The company also offers several add-ons, such as additional vanity numbers (one-time fee of $30) and high-volume SMS (0.0085 cents per message sent/received).

When testing RingCentral, our expert was very impressed with the ease of use; one could start using the services right away across multiple devices, both calling and collaboration features. After testing, RingCentral stood out for its simplicity and for having an interface that works for all levels of familiarity with VoIP and UCaaS service providers.

Who should use it:

RingCentral is best for businesses that need a comprehensive VoIP solution with robust features.

Forbes Advisor about RingCentral Contact Center:

RingCentral Contact Center combines a variety of helpful features to let you run a call center for any growing business. It includes inbound and outbound calls, omnichannel support and ticket management. These basic features make RingCentral an ideal solution for almost any small business, whether you’re providing support for a software, retail or services company.

There are four plans from which you can choose: Essentials, Standard, Premium and Ultimate. Omnichannel support isn’t available on the low-tier plan but you do get skills-based routing, a click-to-call feature for quick calling, real-time reporting and integrations. The higher tiers offer advanced voice recording features, workforce management and performance management, which can help your team improve customer experience.

Pricing isn’t published on RingCentral’s website—you need to contact sales for a quote. We received a pricing quote of $150 to $170 per seat for a business with one to 19 employees but the setup fee wasn’t revealed. Also, not all features are included, even in the Ultimate plan. Analytics, predictive dialers and some integrations, such as with Salesforce, Zendesk and SAP are add-ons.

Who should use it:

RingCentral Contact Center is a pricey solution, but it’s a powerful call center platform that can work for almost any growing business. The integrations it supports extend its functionality, so it works well for larger companies that need a full tech stack to include customer relationship management (CRM), help desk software and open application programming interfaces (APIs) to create a custom integration for software they already use.

Pros

• Easy to set up and use
• Business or toll-free number included
• Operates seamlessly across desktop, tablet and smartphone devices
• Numerous integrations available
• Works for remote, hybrid and on-premises communication

Cons

• Some features such as internet faxing are not available without an upgrade
• Customer support could be better