In my RingCentral in-depth review, I’m sharing the results of my analysis and evaluation from hands-on testing and experimentation. Before we dive in, if you’re just starting your search for the best call center tools, you should first check out my picks for the best call center software. RingCentral is one of the top-rated call center tools out there, but to figure out if it's a good match for you, it's important to understand the software’s benefits and drawbacks.
My in-depth RingCentral review will take you through everything you need to know to make a more informed decision—pros and cons, features and functionality, pricing, and more—to help you to better understand its capabilities and suitability for your needs.
RingCentral Product Overview
RingCentral is a cloud-based communication and collaboration platform that offers voice, video, team messaging, and contact center solutions. It primarily serves businesses of all sizes, enabling seamless communication within teams and with clients. The tool offers benefits like enhanced team collaboration and improved client interaction through its integrated communication solutions. It addresses key pain points such as fragmented communication channels and the need for remote connectivity. Among its best features are its robust video conferencing capabilities, extensive integration options with other business applications, and advanced call handling and routing functions.
- Advanced Integration: RingCentral offers extensive integration with various CRM systems, enhancing customer interaction and data management efficiency.
- Customizable Contact Center: The platform allows for comprehensive customization of the contact center, enabling businesses to tailor features to specific operational needs.
- Robust Analytics: RingCentral provides in-depth analytics and reporting tools, giving businesses valuable insights into customer interactions and agent performance.
- Complex Setup: RingCentral can be complex to set up, requiring more time and technical expertise compared to some simpler systems.
- Cost Factor: The pricing structure of RingCentral may be higher, especially for smaller businesses or those requiring advanced features.
- Occasional Glitches: Users have reported occasional glitches and downtime, which can disrupt communications and affect reliability.
In assessing RingCentral, I find it stands out for its robust features and extensive integration capabilities, particularly beneficial for large businesses and enterprises. However, when it comes to pricing, it tends to be on the higher side, which might deter smaller companies. The platform's functionality and support system are commendable, but its interface, while comprehensive, can be overwhelming for new users. The onboarding process may pose a challenge due to its complexity. Compared to competitors, RingCentral excels in customization and analytics but falls short in ease of setup and occasional technical glitches. In my judgment, it's best suited for larger organizations or those with specific needs for complex integrations and detailed analytics. Smaller businesses or those seeking simplicity might find better options elsewhere. When selecting a communication tool, it's crucial to weigh these aspects to determine the best fit.
RingCentral: The Bottom Line
RingCentral, particularly with its RingCX and RingCentral Contact Center, offers a unique blend of features that many similar software options lack. The level of customization available in the contact center is a significant differentiator. It allows businesses to tailor the platform to their specific needs, a feature not commonly found in other solutions. The integration capabilities stand out as well, especially the seamless connection with various CRM systems, which enhances customer interaction and data handling. The analytics and reporting tools in RingCentral are noteworthy too. They provide in-depth insights into customer interactions and agent performance, aiding businesses in refining their customer service strategies. Also, the overall reliability and quality of voice and video communications are robust, which is essential for businesses relying on consistent, uninterrupted service. These features make RingCentral a particularly strong contender in the realm of customer interaction management.
RingCentral Deep Dive
RingCentral offers a range of features including:
- Voicemail and Greeting - Yes
- Video Conferencing - Yes
- Unlimited Business SMS - Yes
- Toll-Free Number and Local Numbers - Yes
- Online Meetings - Yes
- Multi-level IVR - Yes
- Mobile App & Desktop Apps (iOS and Android) - Yes
- Internet Fax - Yes
- Extensions - Yes
- Collaboration - Yes
- Cloud PBX - Yes
- Call Reports - Yes
- Call Recording - Yes
- Call Forwarding - Yes
- Auto-Receptionist - Yes
- Audio Conferencing - Yes
- Third-party Integrations (Google, Salesforce, etc) - Yes
RingCentral Feature Overview
1. Video Conferencing: Offers high-quality video calls, supporting large meetings.
2. Unlimited Business SMS: Enables sending unlimited text messages.
3. Cloud PBX: Provides a complete business phone system over the cloud.
4. Call Recording: Allows recording calls for compliance or training.
5. Auto-Receptionist: Automates call reception and routing.
6. Audio Conferencing: Supports audio meetings with multiple participants.
7. Third-party Integrations: Integrates with popular apps like Google and Salesforce.
8. Mobile & Desktop Apps: Offers apps for seamless communication on the go.
9. Call Reports: Generates detailed reports on call activities.
10. Internet Fax: Facilitates sending and receiving faxes over the Internet.
1. Robust Integration: Integrates with over 300 third-party applications.
2. High Uptime: Offers 99.999% uptime, ensuring reliable service.
3. Advanced Analytics: Provides comprehensive analytics and reporting tools.
RingCentral integrates with Salesforce, Microsoft 365, Google Workspace, and Slack. It also offers an API for building custom integrations and extends capabilities through various add-ons.
RingCentral provides three different pricing tiers in order to accommodate different business needs and budgets. This tiers include:
- Core Plan: $30/user/month for up to 20 users with unlimited calls within the U.S. and Canada.
- Advanced Plan: $35/user/month with no usage limits and business phone numbers in over 100 countries.
- Ultra Plan: $45/user/month for advanced call handling and video conferencing for up to 200 participants.
Ease of Use
RingCentral's interface is user-friendly but can be complex to set up. The onboarding process might require technical expertise.
The customer support system includes various channels but has faced criticism for not being immediately responsive.
RingCentral Use Case
Who would be a good fit for RingCentral?
RingCentral is best suited for larger organizations or those requiring complex integrations and detailed analytics.
Who would be a bad fit for RingCentral?
Small businesses or those seeking simplicity may find RingCentral's complex setup and higher pricing a deterrent.
Can RingCentral be used as a primary VoIP service for businesses?
Yes, RingCentral offers a comprehensive VoIP service, ideal for businesses seeking a cloud-based phone system with advanced features like call forwarding, call logs, and unified communications.
How does RingCentral ensure the quality of service for voice and video calls?
RingCentral ensures high call quality by offering a 99.999% uptime service level agreement, which is essential for maintaining consistent and reliable voice and video communication.
Is RingCentral suitable for sales teams needing real-time communication?
Absolutely, RingCentral is well-suited for sales teams, providing real-time communication tools, including voice calls, video meetings, and team messaging, which can be integrated with CRM platforms like Salesforce.
Does RingCentral offer mobile services for on-the-go communication?
Yes, RingCentral provides mobile services through the RingCentral app, available for iOS and Android, allowing users to make calls, send texts, and join video meetings from their mobile devices.
Can RingCentral facilitate file sharing and integration with Microsoft Teams?
RingCentral supports file sharing within its platform and offers integration with Microsoft Teams, enabling users to streamline their communication and collaboration efforts within a single interface.
Are RingCentral's services compatible with both Windows and Mac operating systems?
Yes, RingCentral's services are compatible with both Windows and Mac operating systems, ensuring a wide range of users can access its features seamlessly.
Does RingCentral support traditional desk phones and digital dialpads?
RingCentral supports both traditional desk phones and digital dialpads, providing flexibility for users to choose their preferred method of communication.
How does RingCentral handle video meetings and call logs for businesses?
RingCentral offers robust video meeting capabilities and maintains detailed call logs, aiding businesses in tracking communications and ensuring effective management of client interactions and team collaborations.
Alternatives to RingCentral
If RingCentral doesn’t seem like a great fit, or you want to check out a few more options, here is a quick overview of a few tools that people often compare with RingCentral:
- Zoom: Often preferred for its superior video conferencing quality, Zoom is a go-to choice for businesses prioritizing high-definition video meetings.
- Microsoft Teams: Microsoft Teams is frequently chosen for its seamless integration with the Microsoft Office suite, making it a better fit for organizations heavily reliant on Microsoft products.
- 8x8: 8x8 is often highlighted for its competitive pricing and international calling features, making it a more cost-effective option for businesses with a global presence.
RingCentral Company Overview & History
RingCentral, Inc., an American company founded in 1999 by CEO Vlad Shmunis and CTO Vlad Vendrow, specializes in cloud-based communication and collaboration products and services. It's utilized by various companies, especially those looking for integrated communication solutions. As a public company, RingCentral completed its IPO in 2013 and is headquartered in Belmont, California, USA. Key personnel include Vlad Shmunis (Executive Chairman), Tarek Robbiati (CEO), and other notable executives. The company's mission revolves around empowering modern workplaces with cloud-based solutions. Noteworthy milestones include launching RingCentral Video in 2020, forming a partnership with Mitel in 2021, and expanding services to Amazon Web Services in 2023.
In conclusion, RingCentral emerges as a robust, cloud-based communication and collaboration platform, ideal for businesses needing a comprehensive suite of features including advanced call handling, video conferencing, and extensive integrations. While it excels in customization and analytics, it may present challenges in terms of setup complexity and pricing for smaller businesses. RingCentral is best suited for larger organizations or those with specific integration needs. I invite you to share your experiences with RingCentral or any questions you might have. Your insights can help others make informed decisions about this powerful communication tool.