Avis sur RingCentral : avantages, inconvénients, fonctionnalités & tarifs
RingCentral is a call center software that streamlines communication across various channels, enhancing customer interactions. It best serves small to medium-sized businesses, particularly in industries like retail and healthcare, where customer support teams need efficient, reliable solutions. RingCentral delivers value by ensuring your team’s communication is smooth and responsive, ultimately improving customer satisfaction.
RingCentral Evaluation Summary
- From $30/organizer/month (billed annually)
- Free plan available
Why Trust Our Software Reviews
We’ve been testing and reviewing software since 2020. As CX leaders ourselves, we know how critical and difficult it is to make the right decision when selecting software.
We invest in deep research to help our audience make better software purchasing decisions. We’ve tested more than 2,000 tools for different CX use cases and written over 1,000 comprehensive software reviews. Learn how we stay transparent & our software review methodology.
RingCentral Overview
RingCentral empowers your team with reliable, user-friendly tools that keep your call center running smoothly and efficiently.
pros
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The intuitive interface makes it easy for your team to manage calls efficiently.
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Multi-channel support lets you handle customer queries via voice, chat, and email.
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Real-time analytics help you track performance and improve your team's effectiveness.
cons
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Some users find the reporting tools less customizable than they need.
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Occasional call quality issues can disrupt your service.
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The mobile app lacks some features available in the desktop version.
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How We Test & Score Tools
We’ve spent years building, refining, and improving our software testing and scoring system. The rubric is designed to capture the nuances of software selection and what makes a tool effective, focusing on critical aspects of the decision-making process.
Below, you can see exactly how our testing and scoring works across seven criteria. It allows us to provide an unbiased evaluation of the software based on core functionality, standout features, ease of use, onboarding, customer support, integrations, customer reviews, and value for money.
Core Functionality (25% of final scoring)
The starting point of our evaluation is always the core functionality of the tool. Does it have the basic features and functions that a user would expect to see? Are any of those core features locked to higher-tiered pricing plans? At its core, we expect a tool to stand up against the baseline capabilities of its competitors.
Standout Features (25% of final scoring)
Next, we evaluate uncommon standout features that go above and beyond the core functionality typically found in tools of its kind. A high score reflects specialized or unique features that make the product faster, more efficient, or offer additional value to the user.
We also evaluate how easy it is to integrate with other tools typically found in the tech stack to expand the functionality and utility of the software. Tools offering plentiful native integrations, 3rd party connections, and API access to build custom integrations score best.
Ease of Use (10% of final scoring)
We consider how quick and easy it is to execute the tasks defined in the core functionality using the tool. High scoring software is well designed, intuitive to use, offers mobile apps, provides templates, and makes relatively complex tasks seem simple.
Onboarding (10% of final scoring)
We know how important rapid team adoption is for a new platform, so we evaluate how easy it is to learn and use a tool with minimal training. We evaluate how quickly a team member can get set up and start using the tool with no experience. High scoring solutions indicate little or no support is required.
Customer Support (10% of final scoring)
We review how quick and easy it is to get unstuck and find help by phone, live chat, or knowledge base. Tools and companies that provide real-time support score best, while chatbots score worst.
Customer Reviews (10% of final scoring)
Beyond our own testing and evaluation, we consider the net promoter score from current and past customers. We review their likelihood, given the option, to choose the tool again for the core functionality. A high scoring software reflects a high net promoter score from current or past customers.
Value for Money (10% of final scoring)
Lastly, in consideration of all the other criteria, we review the average price of entry level plans against the core features and consider the value of the other evaluation criteria. Software that delivers more, for less, will score higher.
Core Features
Multi-Channel Support
Handle customer interactions via voice, chat, and email, offering a seamless experience for your clients. Your team can easily switch between channels to keep communication efficient.
Real-Time Analytics
Track your team's performance and customer interactions in real-time. This feature helps you make informed decisions and improve service quality.
Call Management
Organize and prioritize calls with ease. You can set up call queues and routing to ensure your team handles customer inquiries efficiently.
Voicemail Transcription
Converts voicemails into text, so you can quickly read and respond to messages. This saves your team time and ensures no message gets overlooked.
IVR System
The interactive voice response system directs calls to the right department. It helps you streamline call handling and improve customer satisfaction.
Call Recording
Record calls for quality assurance and training purposes. This feature allows your team to review interactions and enhance their skills.
Ease of Use
RingCentral’s intuitive interface makes it easy for your team to navigate and manage daily tasks without a steep learning curve. The platform’s clear layout and straightforward features let you focus on serving your customers rather than figuring out complex systems. With user-friendly tools like customizable dashboards and team messaging, your team can stay organized and efficient. Compared to other call center software, RingCentral stands out for its accessibility and simplicity, making it a solid choice for your team.
Integrations
Integrations include Salesforce, Microsoft Teams, Google Workspace, HubSpot, Zendesk, Dropbox, ServiceNow, Slack, Trello, Jira, Adobe Sign, and Asana.
RingCentral Specs
- 2-Factor Authentication
- API
- Audio Recording
- Auto Dialer
- Automatic Call Distribution
- Call Disposition
- Call Logging
- Call Monitoring
- Call Recording
- Call Scripting
- Call Tracking
- Chat
- Click-to-Dial
- Contact Management
- Contact Sharing
- CRM Integration
- Dashboard
- Data Export
- Data Import
- Data Visualization
- External Integrations
- File Transfer
- Hardware Integration
- Interactive Voice Response
- Mobile App
- Multi-User
- Notifications
- Report & Compliance
- Scheduling
- SMS
- Softphone
- Video
Alternatives to RingCentral
RingCentral FAQs
How does RingCentral handle call quality issues?
Can RingCentral be used for remote teams?
What kind of customer support does RingCentral provide?
Is RingCentral suitable for large enterprises?
How secure is RingCentral with data?
Can RingCentral support high call volumes?
How does RingCentral facilitate team collaboration?
What training resources does RingCentral offer for new users?
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