OMNICHANNEL CX
Run your business in one robust and reliable cloud communications solution.
Help customers from anywhere at any time on any channel.
RingCentral offers a comprehensive Nice CCaaS solution combined with the market-leading UCaaS solution. This leads to added synergies from the combo where the sum of the whole is greater than the parts.
RingCentral Contact Centre Features
Contact Centre capabilities |
Essentials |
Standard |
Premium |
Ultimate |
|---|---|---|---|---|
| ACD with Skills-based Routing | ✓ | ✓ | ✓ | ✓ |
| Advanced IVR with visual flow designer | ✓ | ✓ | ✓ | ✓ |
| Click-to-call | ✓ | ✓ | ✓ | ✓ |
| 90+ real-time and historical reports | ✓ | ✓ | ✓ | ✓ |
| 300+ APIs for integrations with third-party apps | ✓ | ✓ | ✓ | ✓ |
| Advanced Voice Recording | Basic recording included | ✓ | ✓ | ✓ |
| 30+ digital channels with omnichannel routing | ✓ | ✓ | ✓ | |
| Quality Management | ✓ | ✓ | ||
| Screen Recording | ✓ | ✓ | ||
| Workforce Management | ✓ | |||
| Performance Management | ✓ | |||
| Interaction Analytics | ||||
| Feedback Management | ||||
| Predictive, progressive, and preview dialer | ||||
| Salesforce, Microsoft, Zendesk, ServiceNow, Oracle, SugarCRM, SAP, NetSuite, and Bullhorn CRM integration adapters |
Integrated RingCentral MVP capabilities |
Essentials |
Standard |
Premium |
Ultimate |
|---|---|---|---|---|
| Global telephony with free domestic calling and choice of endpoint | ✓ | ✓ | ✓ | ✓ |
| Online self-serve global number procurement and management | ✓ | ✓ | ✓ | ✓ |
| Company-wide communication and collaboration via RingCentral MVP | ✓ | ✓ | ✓ | ✓ |
| Instant Ask the Expert via global phone directory, presence, call conference, and transfer | ✓ | ✓ | ✓ | ✓ |
| Real-time metrics notifications from RingCentral Contact Centre to RingCentral MVP via Pulse | ✓ | ✓ | ✓ | ✓ |
| Configurable routing from front and back offices to RingCentral Contact Centre | ✓ | ✓ | ✓ | ✓ |
