RingCentral Contact Center

RingCentral Contact Center is RingCentral's customer engagement product, sold alongside RingEX as its business phone system, with AI capabilities, call queues, routing, analytics and add-on boosters across the wider RingCentral range.

Selling a contact centre next to a phone system is the strategy and it works because of who already buys the phone system. An organisation running RingEX for its offices adds a contact centre without introducing a second vendor, a second number range or a second support relationship, which is a purchasing argument rather than a product one and frequently decides the outcome anyway.

The boosters RingCentral sells against RingEX are worth understanding before comparing prices, because capabilities such as call queue improvements and shared SMS inboxes are add-ons to the phone system rather than the contact centre, and a buyer reading the published rates can easily price the wrong product.

Where a dedicated contact centre platform earns its premium is workforce management, forecasting and omnichannel routing at scale, and a buyer running fifty agents rather than five hundred is often better served by the integrated option. Skills-based routing, interactive voice response, recording and quality management cover the day-to-day either way, with CRM integrations carrying the customer record into the call. Contact centre rates are quoted rather than published.