RingCentral RingCX
ringcentral.com/contact-centerBuild Difficulty: 4/5
A few focused days to build a solid replacement
AI-powered contact center software that helps customer-facing businesses deliver exceptional service, streamline operations, and support agents
How to Replace RingCentral RingCXOverview
Features
93 features across 14 categories
AI(1)
AI-powered analysis to understand customer sentiment and emotions during interactions
Administration(6)
Easily assign skills to agents for skills-based routing
Drag-and-drop administration tools requiring no IT assistance
Drag-and-drop IVR builder with data retrieval and recording capabilities
Drag-and-drop scripting tool to help agents without coding knowledge
Quickly add or reduce capacity during peak times
Define SLAs by channel to monitor performance across touchpoints
Agent Tools(10)
Scripts to ensure consistent messaging and help with disclaimers and training
View agent availability and set own status for efficient transfers and conferences
See what customers see on website and walk them through forms and pages
Automatic suggestions for agent replies based on channel, category, and language
Challenges, badges, and prizes to engage agents and track team performance
Guide agents on soft-skills and customer reactions during calls in real-time
Enable agents to provide customer service from anywhere with internet access
Pre-built response templates with dynamic fields for consistent and quick replies
Easy escalation to agents or supervisors with approval for reply sending
Automatically detect and merge customer identities across channels with full interaction history
Analytics(10)
Quickly identify brand champions and detractors for targeted action
Instant snapshots of team performance and customer experience data
Merge contact center data with other business data sources
Ability to review past data and trends for strategic analysis
View full customer journey across all channels and agent performance by channel
Analytics and dashboards to anticipate trends and track contact center performance
Pre-defined reports on agent performance and customer experience with key metrics
Live reporting and performance metrics for contact center operations
Review conversations for key topics and phrases to spot customer trends and issues
NPS surveys, Customer Effort Scores, satisfaction ratings, and more
Automation(5)
Automate simple queries with AI chatbots to handle common questions and gather information
Tools to automate agent tasks and provide real-time guidance during interactions
Offer customers callback option instead of waiting in queue while maintaining their place
Program IVR to offer alternate digital communication channels instead of queue waiting
Enable customers to perform routine operations and clarify needs through automated systems
Channels(22)
Integration with Apple Messages for Business channel
SDKs to connect to any additional digital channels
Manage large volumes of incoming emails with tracking and categorization
Native integration with Facebook Messenger for customer support
Integration with Google Business Messages for customer support
Native messaging capabilities within iOS or Android apps
Handle incoming calls through soft or hard phones for fast customer support
Make announcements via desk phones to colleagues across office locations
Send and receive faxes from computers, mobile devices, and cloud storage
Web-based chat functionality with behavioral targeting and customer history
Asynchronous messaging for continuous customer conversations across channels
Support for multiple communication channels including phone, email, chat, social media, and video
Multiple dialing options for outbound calling campaigns
Real-time one-way announcements to multiple desk phones and overhead devices
Aggregate and respond to reviews from Google Play, Google My Business, and Apple App Store
One-touch calling from any phone or internet-enabled computer
Share one phone number across multiple phones with call answering from any device
Support for text and multimedia messaging to customers
Sort and manage incoming interactions from Facebook, Twitter, Instagram, and YouTube
Manage voicemails easily in online account, PC, Mac, and mobile device
Receive voicemail messages as email attachments for on-the-go access
Native integration with WhatsApp for customer messaging
Collaboration(4)
Connect agents with company experts via messaging, video meetings, and calling
Real-time collaboration with employees across company to resolve customer issues
Seamlessly transfer customers from local offices to contact center
View agent and company-wide availability for efficient expert access
Compliance(6)
Compliance with Do Not Call registry regulations
Health Insurance Portability and Accountability Act compliance for healthcare
Payment Card Industry Data Security Standard compliance
Caller ID authentication for anti-spoofing compliance
Mitigate compliance risks with TCPA-compliant dialer and Do Not Call list scrubbing
Compliance with Telephone Consumer Protection Act regulations
Infrastructure(2)
Guaranteed high availability with infrastructure in geographically redundant data centers maintained 24/7
Cloud-based hosting with geographically redundant data centers
Integration(7)
One-click calling from CRM interface for focused and fast calling
Pre-built integration with Microsoft CRM systems
RESTful APIs for flexible integration with any backend system
Pre-built integration with Salesforce for customer data enrichment
Display critical customer information upfront to agents for better interactions
Pre-built integration with SugarCRM
Pre-built integration with Zendesk support platform
Outbound(5)
Prioritize callbacks over outbound calls to maximize business outcomes
Reach targeted audiences on preferred channels with efficient retry management
Merge lists, remove duplicates, and reorganize lists for efficient dialing
Multiple dialer types including predictive, proactive, and progressive dialers for campaigns
Automated dialing capabilities to increase outreach efficiency
Routing(7)
Machine learning-powered routing that understands message intent and recognizes 72 languages
Flexible routing rules based on hours of operation and call type
Use open APIs to retrieve CRM and backend data for intelligent routing decisions
Route customers to agents on their preferred channel
Route interactions to agents based on their skill set and customer needs
Intelligent routing of customer interactions to the right agent
Route voicemails with proper queuing and prioritization
Supervisor Tools(6)
Silently monitor calls with ability to whisper or barge-in to assist agents
Record all calls for quality assurance and coaching purposes
Schedule, deliver, and track coaching integrated with quality monitoring scores
Supervisor monitoring of new or struggling agents with ability to comment or take control
Feedback, behavioral coaching, and measurements to improve agent performance
Record agent screens to provide feedback on system navigation and performance
Workforce Management(2)
Single administrative environment to improve agent satisfaction and reduce churn
Optimize agent schedules to maximize coverage and minimize idle time
Cost Calculator
Pricing data not available for RingCentral RingCX. Check their website for current pricing.
Build vs Buy
Should you build a RingCentral RingCX alternative or buy the subscription? Estimate based on 93 features.
Buy RingCentral RingCX
Better ValueBuild Your Own
Buying RingCentral RingCX saves ~$110,880 over 3 years vs building.
Estimates based on 93 features and a BuildScore of 4/5. Actual costs vary.
Integrations
14 known integrations