The new standard
that’s anything but standard.

RingCentral Contact Center is a complete, innovative solution that will increase your contact center efficiency. Features such as advanced inbound and outbound media routing and distribution enable you to be more responsive to customers. And because it’s in the cloud, RingCentral Contact Center scales easily, allowing you to add and remove agents on demand.

Looking for an integrated, end-to-end communications solutions? Pair RingCentral Contact Center with RingCentral Office.

Advanced routing

RingCentral Contact Center’s interactive voice response (IVR) system reduces your per-interaction cost by letting customers choose the type of help they want, whether agent-based or self-service. Customers can quickly self-solve basic issues such as bill pay and account inquiries, freeing your agents to handle more complex cases. Native support for automated speech recognition and text-to-speech in multiple languages enhances customer satisfaction.

RingCentral Contact Center Features

Queuing and distribution

A modern, skills-based automated call distribution (ACD) engine with multichannel capabilities and support for automatic call-back quickly matches requests in your queue to the agents best equipped to handle them. With native support for voice, chat, SMS, email, and an option to add social media, the ACD engine lets your customers choose how they want to interact with you. This results in more efficient call resolution, happier customers, and lower total cost of ownership.

Empower your agents

RingCentral Contact Center’s MAX (My Agent eXperience™) is an intuitive and dynamic web-based tool that provides your agents
with the information they need, right when they need it. It displays customer CRM details and other caller information on agents’ screens, offering computer telephony integration (CTI) screen pops to reduce call-handling times and enhance your customers’ call experience.
With MAX, your agents can boost their overall performance with
the ability to make faster, more informed decisions.

Analytics and reporting

Flexible, user-friendly analytics present key contact center metrics, empowering you to make critical business decisions. Reporting options include prebuilt reports, ad-hoc reporting, and custom-created reports. With up-to-the-minute information made available through easily customizable dashboards, you’re equipped to address problems immediately.

Third-party integrations

RingCentral Contact Center joins customer data to your contact center with out-of-the-box CRM integration. Pull in customer data from popular CRM platforms or your own custom solution. Connecting information in your contact center with your CRM data enables agents to handle large call volumes quickly and efficiently.

Outbound calling

Never let a revenue opportunity pass you by. Sales, collections, fund-raising, and customer outreach are enabled by outbound calling. The outbound dialer supports all types of dialing methods, including predictive, preview, and progressive. Intelligent call suppression complies with government regulations. And if inbound call volumes suddenly spike, your solution can optionally reassign outbound agents to inbound queues automatically.