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RINGCENTRAL CONTACT CENTRE

Features

Innovative tools to help you serve your customers better.

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 personalised 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 prioritised properly.

  • Omnichannel routing

    Let customers reach out to you on the most convenient channel for them at any given moment.

  • Outbound dialling

    Increase sales with efficient dialling capabilities that maximise 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.

  • Social media interactions 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 centre application.

Integrations

  • CRM integrations

    Personalise 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 optimisation.

  • 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 Optimisation

  • Full Workforce Optimisation (WFO)

    Make sure you are getting the best value from your contact centre solution. Two-thirds of the cost of running a contact centre is in labour and agent support and now you can get the most out of your investment with our workforce optimisation tools.

  • Workforce Management (WFM)

    Optimise agent schedules to ensure customers are not left in the cold during peak times, and agents are not idle during quiet times.

  • 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 optimise performance.

  • Performance management

    Track contact centre performance with dashboards that showcase data from CRM and other sources. The added bonus of gamification will keep agents engaged and productive.

  • 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.

  • Speech and text analytics

    Spot customer trends, issues, and changes quickly by reviewing customer conversations for key topics and phrases.

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 centre 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

    Flood, blizzard, fire… when agents can work from anywhere, it doesn’t matter what has happened to your office, your contact centre 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 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 centre and benefit from extension-to-extension dialling 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.

See how it works for your business

A sales advisor will contact you for a personalised, informative demo on the key features and benefits of a cloud contact centre.

Call us today  0800 098 8136

Thank you for your interest in RingCentral

A sales advisor will contact you within 24 hours. If you'd like to speak to someone now, please call  0800 098 9136.

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