RingCentral Contact Center est une plateforme de call center multicanal conçue pour permettre aux clients de choisir la manière dont ils souhaitent interagir. La plateforme fournit un support natif pour la voix, le chat web, SMS, e-mail et fax, avec la possibilité d'ajouter des réseaux sociaux. Les fonctionnalités avancées de routage et de distribution des supports entrants et sortants permettent aux entreprises de toutes tailles d'améliorer leur réactivité avec les clients.
La plateforme intégrée de RingCentral Contact Center évolue facilement, permettant aux responsables d'agents d'ajouter et d'éliminer des agents à la demande. Le système SVI (serveur vocal interactif) fournit des fonctionnalités de routage avancées pour celles qui se basent sur un agent ou sont en self-service. Les clients sont en mesure de résoudre eux-mêmes des problèmes tels que les demandes de renseignements sur les comptes et les factures, ce qui libère le temps des agents pour traiter les problèmes plus complexes. La solution est livrée avec un moteur ACD (distribution automatique des appels), basé sur les compétences, qui associe les requêtes aux agents les mieux à même de résoudre le cas.
L'outil My Agent eXperience (MAX) de RingCentral Contact Center affiche les détails du CRM et les informations d'appel des clients aux agents et offre des pop-up CTI (Computer Telephony Integration ou intégration de la téléphonie digitale) qui réduisent les temps de traitement des appels et améliorent l'expérience utilisateur. Des analyses et des rapports conviviaux présentent des indicateurs clés qui aident à améliorer prise de décisions commerciales critiques. Les utilisateurs peuvent choisir parmi des rapports prédéfinis, des rapports ad hoc et des rapports personnalisés avec des données de dernière minute.
La plateforme propose diverses intégrations permettant de joindre des données clients, comme Salesforce, Google, Zendesk, Box et diverses autres plateformes de CRM bien connues. Les fonctionnalités d'appels sortants permettent la vente, la collecte de fonds, les collectes et la communication avec les clients grâce à un numéroteur sortant prenant en charge les méthodes de numérotation prédictive, progressives et de prévisualisation. Le centre de contact de RingCentral inclut des fonctionnalités supplémentaires telles que la suppression des appels pour la conformité, la reconnaissance automatique de la parole et la synthèse vocale dans plusieurs langues.
Benefits from Ring Central for me are the recorded lines. I deal with a lot of chargebacks and unhappy customers at times. To deal with them I need to have facts of what they are telling me and none other than a recorded line will get me those facts of the conversations had earlier with other employees, to determine the outcome of the issue presented to me.
My favorite pro on Ring Central are all the lines are recorded and there is easy access to pull up those calls. You simply log into your account on ringcentral.com and all calls can be searched by day, time or phone number. You can save the recordings to your computer and send them where applicable. Another pro is the phone has bluetooth capability. I have hooked up my head set to Ring Centrals phone lines several times. You also can easily transfer calls, add a conference call (3-way calling) and put the phone on DND (Do Not Disturb) if busy. My current Ring Central phone has 4 incoming lines available to ring, although I usually only need 2 lines. My first and last name is also on my phone. You can also set up for your phone to have different ring tones for different people and keep a phone book available on the phone for easy access of calling the people you call the most.
I have found two cons for Ring Central: Since the phone runs off of internet, if the wifi signal goes down, so does the phone. Unfortunately you will need to wait until the wifi connects again for the phone line to become active again. I do believe there is way to hard wire the phone line as well where it is not connected to wifi. The second would be the recorded calls only go back as far as 3 months. Sometimes in business we need to go back a little further than 3 months.
We own a installation business that installs different products for 5-7 Big Box Home Improvement Centers. We bought a new home in a different area code and poor landline phone service. Changing your phone number with a Big Box company is difficult and produces a lag time in several areas including fax and invoice payments from the Big Box. Before the move I heard about Ring Central from a competitor Installer. Most of our work came in over a fax machine at that time and when we vacationed or spent days away from the office it was hard to continue business. With Ring central all faxes come over your phone, much like a email and you can forward them to the different subcontractors right from your cell phone, taking your office with you wherever you go. Additionally, we did not have to change our office land line number when we moved but with the cloud system offered thru Ring central we were able to have all land line calls come thru our cell phone in addition to calls generated by people dialing our cell phone number. All this at very reasonable prices. I do not have to pay for land line service or fax service, but am able to fax from my cell phone or computer. Ring Central has been a life saver and very convenient for my home business.
When talking to customers or coworker thru land line cloud phone numbers---If a call comes in over cell phone, the cell phone call takes leadership and often interupts cloud system calls in progress and disconnects calls over land line number. Inconvenient.
We use RingCentral daily as our main phone system and we have a customer call center that uses the phone system very heavily. In general we have not had any major downtime with RingCentral but we do have the strange glitches that cause some users headaches trying to get the softphone to work correctly for them. The phone system works most of the time but because we use Plantronics headsets there can be some tricky configuration that users have difficulties with from time to time.
RingCentral Softphone app is similar to a cell phone which makes it easy for people to relate to the functions of the softphone app. We use Glip, the messaging system that is part of the RingCentral phone app every day and we particularly like the gif feature that allows you to search for gifs and post them to chat. I also like that you can have the RingCentral phone app on both your desktop or laptop computer and your cell phone and you can transfer calls between the two devices pretty easily. The contacts tab on the softphone app is also a great feature that allows us to search for anyone in the company's number easily and quickly and is a great improvement over our last voip system.
There are a lot of strange glitches with RingCentral that happen, like when a user cannot make or receive phone calls and the only way to fix the issue is to reboot the user's computer (only seen on Windows 7 computers).We have also had strange issue where a user is not logged into a queue and is set to busy or do not disturb as their status and they get missed calls even though their phone never rang. The support and web results for any issue you search for are not helpful and definitely seem to be filtered to make it seem that there are no issues with the RingCentral softphone app. I also do not like how the phone app will take over my keyboard when I get a call and stop me from completing whatever I was typing when the call came in.
If you are starting out, you might want to try a cheaper provider first, or bundle with Office 365 if you already have that. I know this is a solid solution. I've never had the chance to use anything else for VoIP, but I know this will get certainly get the job done well. I would have no reservations going into this at all if you need to make a quick decision. This company will be able to handle your system and do everything you need within reason.
No need to have anything but a desk phone, computer, or mobile device, and the internet to make it work. It is very feature-rich. They work with many phones, even others like Microsoft say are not compatible. If you have a bunch of old equipment that won't work with another cloud provider, RC will be one of your best bets to work with your hardware. If even they don't work with your devices, you probably need to get rid of your archaic technology. Provision is very quick and easy. Their chat support has less than a 10-minute wait, usually no wait. Their support is very capable. They handle all firmware upgrades automatically, at least with our VVX phones.
Cost much more than a locally-hosted system but I think if money is not an issue, it's much better to let your company do what it does best, and let RC do what it does best. Don't try to be a VoIP provider company just for yourselves. Let the pros do it (unless if you're a VERY large company maybe).
Don't pay crazy more for phones from them, just buy them on Amazon and provision them yourself in about three minutes. For rare, advanced problems, sometimes their support drops the ball and you need to contact your account manager. Sometimes he'll be out of the office for several days though. Anytime we've had more than two phones down, they have been able to solve our problems by the next morning, even for CRAZY issues. Most of the time support is very great and I recommend it.
We are able to easily communicate (and keep track of our communications) in voice and text from opposite sides of the world without anyone calling in having any indication that we're not all in the same time zone.
RingCentral allows a far-flung Internet-based company to act like a local company in terms of having a local number to call (and call from), while allowing you to quickly and flawlessly transfer callers between extensions even if those extensions are on opposite sides of the planet. It also records all of your texts and calls, allowing you to download and save them for future needs, which is vital in any litigation-sensitive business like property management.
On the level of an individual worker, the ability to mix and match a SoftPhone (on your PC), the RingCentral app (on your mobile device), plus seamlessly forward calls from your landline *and* make a VoiP call that then forwards *your end* of that call to your landline and allows you to have the conversation over the phone like normal.
Really, the only problem with RingCentral is the price. The price per person per month is steep enough that a smaller company has to really be careful with who they give extensions to, and the limitation to two SoftPhone installs per extension means you can't really use an extension for a whole department or team. Right now, for example, my Marketing team has 3 full-time and 1 part-time worker, but the company can only afford one extension for all of the marketing, so I can't even install a SoftPhone on my desktop and my laptop, because the other one of our SoftPhones is installed on a computer in the Philippines so that we have multiple people who can answer the phone in case one is busy.
Oh, and I have had occasional problems where texting a RingCentral number from a service like Google Voice will flat-out not work, and we can't figure out why. But that's a really minor complaint, all things considered. :)
Voici quelques-unes des questions fréquentes sur RingCentral Contact Center.
Types de licences disponibles pour RingCentral Contact Center :
Type de licence: Abonnement
version d'essai gratuite: Disponible
Nous n'avons pas d'informations sur les fonctionnalités de RingCentral Contact Center.
Utilisateurs habituels du logiciel RingCentral Contact Center :
Grandes entreprises, Entreprises de taille moyenne, PME
Langues dans lesquelles RingCentral Contact Center est disponible :
Types de licences disponibles pour RingCentral Contact Center:
Nous n'avons pas d'informations sur les appareils pris en charge par RingCentral Contact Center.
Applications s'intégrant à RingCentral Contact Center :
Box, Dropbox, Freshdesk, Office 365, RingCentral, Salesboom CRM, Salesmate, ServiceNow, Workato, Zendesk
Ressources d'aide disponibles pour RingCentral Contact Center :
Support en ligne, Support téléphonique