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Software Details
RingCentral
Categories

Analytics

Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.

Automation

Streamline processes and boost efficiency. Automate repetitive tasks, integrate systems, and orchestrate complex workflows to save time, reduce errors, and free up your team to focus on strategic initiatives.

Business Operations

Centralize and optimize core business functions. From project management and financial planning to HR and supply chain, this category covers the software that keeps your business running smoothly.

Cloud Security

Safeguard your cloud infrastructure and data. Protect your business from cyber threats with solutions for identity management, data encryption, threat detection, and compliance.

Customer Journey Orchestration (CCaaS)

Deliver personalized and seamless customer experiences across all channels. Manage customer interactions, automate engagement, and build lasting relationships with tools for contact center operations, omnichannel communication, and customer journey mapping.

Digital Workplace

Empower employees with a modern and collaborative work environment. Foster productivity, communication, and knowledge sharing with tools for collaboration, communication, and information access.

Self Service

Empower customers and employees to find answers and resolve issues independently. Reduce support ticket volume and improve satisfaction with knowledge bases, chatbots, and customer portals.

Unified Communications (UCaaS)

Streamline communication and collaboration. Integrate voice, video, messaging, and conferencing into a single platform for seamless interaction and teamwork.

Workforce Engagement Management (WEM)

Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.

Types

Agent Assist

Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.

Authentication as a Service - Secure & Digital

Integrated secure authentication across channels to more efficiently and securely authenticate the caller. This includes biometrics, MFA, and secure PII transfer

Auto Quality Assurance (QA)

Software products that record agent and customer interactions and provide evaluations to measure quality, provide feedback to agents, and identify insights about your customers. Auto-QA leverages AI to automatically score objective eval questions to allow for 3x-5x more evaluations to be completed than traditional QA.

Branded Caller ID

Build trust and improve answer rates with branded caller ID. Display your company name and logo on outbound calls to make your business instantly recognizable.

Coaching and Performance Management

Empower managers and employees to achieve their best. Provide tools for goal setting, performance tracking, feedback, and coaching to improve productivity and engagement.

Collaboration Tools

Foster teamwork and communication across your organization. Facilitate real-time collaboration, file sharing, and project management with tools that enable seamless interaction.

Communications Platform as a Service (CPaaS)

Build and deploy communication-enabled applications quickly and easily. Add voice, video, messaging, AI and other communication features to your applications without complex infrastructure or coding.

Compliance

Manage risk and adhere to industry regulations. Streamline compliance processes, track regulatory changes, and conduct audits with tools that help you stay ahead of the curve.

Conversational AI

Create intelligent, natural-language interactions with customers and employees. Use conversational AI to power chatbots, virtual assistants, and voice interfaces that understand and respond to user intent.

CRM and Case Management

The "source of truth" for sales and customer service that helps organizations track and manage customer information (CRM) and support cases (Case Management)

CSAT and Feedback Management (Voice of Customer)

Capture and analyze customer feedback to improve your products and services. Gather insights from surveys, reviews, and social media to measure customer satisfaction and identify areas for improvement.

Customer Journey Tracking

Software that collects and presents quantitative and qualitative data about how users interact with your product, website, and customer support org so you can better understand and improve your customer's experience.

Desktop as a Service (DaaS)

Deliver virtual desktops and applications to users on any device. Simplify IT management, reduce costs, and improve security with cloud-based desktop virtualization.

Email, Chat and Messaging

Enable real-time communication and collaboration within your organization. Facilitate instant messaging, group chat, and file sharing among teams and individuals.

Enhanced Language Understanding

Break down language barriers and improve communication. Use AI-powered language understanding to neutralize accents, translate conversations in real-time, and improve accessibility.

Interaction and Speech Analytics

Gain insights from customer interactions and voice data. Analyze call recordings and transcripts to identify trends, improve agent performance, and uncover customer sentiment.

IT Ticketing & Case Management

Streamline IT support and service requests. Track and manage incidents, problems, and changes with tools that improve response times and resolution rates.

Knowledgebase

Centralize information and empower users to find answers themselves. Create a searchable repository of articles, FAQs, and tutorials to improve self-service and reduce support burden. Provides a searchable database of support articles and resources for customers, agents and AI driven bots to deliver answers and support.

Meetings & Conferencing

Connect and collaborate with teams and clients from anywhere. Host online meetings, webinars, and conferences with tools that facilitate audio, video, and screen sharing.

Omni-Channel Routing

Route customer interactions to the most appropriate agent or resource based on skills, availability, and channel. Deliver seamless customer experiences across voice, chat, email, and social media. This allows your agents to work out of a single tool and enables operations to more efficiently staff support.

Interested in RingCentral
Talk to a technology advisor for no cost/obligation to better understand how RingCentral can be a fit for your business.
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RingCentral
More Details
RingCentral provides cloud-based communication and collaboration solutions, unifying voice, video, messaging, and contact center services to enhance business operations globally.
RingCentral provides cloud-based communication and collaboration solutions, unifying voice, video, messaging, and contact center services to enhance business operations globally.
Overview Buying Guide

Overview

Founded in 1999, RingCentral is a global leader in enterprise cloud communications, collaboration, and contact center solutions. RingCentral's platform empowers businesses to seamlessly integrate messaging, video conferencing, and phone services through its MVP (Message, Video, Phone) offering. The company supports over 450,000 customers worldwide, offering flexible and scalable solutions for businesses of all sizes, from SMBs to large enterprises. With a 99.999% uptime SLA, RingCentral ensures reliable and secure communication across industries like healthcare, financial services, and retail.

CXponent's Take

Product Differentiation

  • Unified platform for messaging, video, and phone services (MVP).
  • 99.999% uptime SLA for reliable communication.
  • Seamless integrations with over 200 applications, including CRM and collaboration tools.
  • Enterprise-grade security and compliance with certifications like SOC 2 and HITRUST.
  • Scalable solutions supporting small businesses to large global enterprises.

Company Differentiation

  • RingCentral is a market leader in UCaaS and CCaaS, with 99.999% uptime across its global cloud platform.
  • Offers an all-in-one solution for messaging, video conferencing, and phone services (MVP).
  • Integrates with over 200 applications, including Salesforce, Microsoft 365, and Google Workspace.
  • Recognized for its strong security and compliance, holding certifications like SOC 2, HITRUST, and PCI DSS.
  • Supports businesses with remote or hybrid workforces, offering flexibility and scalability.

Buying Guide

For businesses looking to optimize their communications and collaboration, RingCentral offers a comprehensive cloud-based platform that integrates voice, video, messaging, and collaboration tools. CXponent provides expert guidance to help you implement RingCentral’s solutions, ensuring a seamless and efficient communication strategy.

Key Features and Benefits

  • Unified Communications as a Service (UCaaS): RingCentral offers a comprehensive UCaaS platform that integrates voice, video, messaging, and collaboration tools, enabling seamless communication and collaboration across teams.
  • Cloud-Based VoIP Phone System: RingCentral’s cloud-based phone system provides businesses with reliable and scalable VoIP solutions, including features such as call routing, voicemail, and automated attendants.
  • Video Conferencing and Collaboration: RingCentral includes robust video conferencing features, allowing teams to host virtual meetings, collaborate in real-time, and share files, ensuring effective remote work capabilities.
  • Contact Center Solutions: RingCentral provides cloud-based contact center solutions that integrate with CRM systems, offering features like intelligent call routing, analytics, and real-time customer interaction tracking.
  • Team Messaging and Collaboration Tools: RingCentral integrates team messaging, file sharing, task management, and collaboration into a single platform, streamlining communication and productivity for both in-office and remote teams.

Technical Requirements

  • Cloud-Based Platform: RingCentral is fully cloud-hosted, requiring reliable internet connectivity and compatible devices to access its UCaaS, VoIP, and collaboration features.
  • Integration Capabilities: RingCentral integrates with leading CRM platforms, such as Salesforce and HubSpot, as well as contact center systems, ensuring unified communication across business tools.
  • Security & Compliance: RingCentral adheres to industry-standard security protocols, including SOC 2 and HIPAA, ensuring that customer data and communications are secure and compliant with regulations.
  • Device Compatibility: RingCentral’s platform is accessible across a wide range of devices, including desktops, mobile phones, and tablets, allowing employees to stay connected regardless of location.

Business Requirements

  • Unified Communications Strategy: Businesses looking to consolidate voice, video, messaging, and collaboration tools into a single, unified platform will benefit from RingCentral’s UCaaS solution.
  • Remote Work Enablement: Companies with distributed teams or remote work environments should consider RingCentral’s cloud-based collaboration tools, which enable seamless communication and productivity across distances.
  • Scalable Contact Center Operations: Organizations that need to manage customer interactions across multiple channels, such as voice and chat, will find value in RingCentral’s cloud contact center solutions.
  • Integration with CRM and Business Tools: Ensure that RingCentral integrates smoothly with your existing CRM, contact center, and productivity tools to streamline communication and enhance customer interactions.

Use Cases

  • Unified Communications for Remote Teams: RingCentral helps businesses integrate voice, video, and messaging into a single platform, improving communication and collaboration for remote and distributed teams.
  • Cloud-Based Contact Center Management: RingCentral’s contact center solutions enable businesses to handle customer interactions across multiple channels, improving customer service and satisfaction.
  • Scalable VoIP Solutions: RingCentral’s VoIP phone system provides scalable and reliable communication solutions, enabling businesses to manage calls, voicemail, and automated responses efficiently.
  • Video Conferencing & Collaboration: With RingCentral’s video conferencing tools, teams can collaborate in real-time, sharing screens, files, and managing projects, enhancing remote work capabilities.

Qualifying Questions

  • Does your business need a unified communications platform that integrates voice, video, messaging, and collaboration tools into a single solution?
  • Are you looking to enable remote work and collaboration for your teams, ensuring seamless communication across distances?
  • Do you need a scalable VoIP phone system that provides reliable call management, voicemail, and automated attendant features?
  • Is your contact center looking to improve customer interactions across multiple channels, including voice and chat, through a cloud-based solution?

Implementation Timeline & Considerations

  • Deployment Time: RingCentral’s UCaaS and contact center solutions can typically be deployed within 4-8 weeks, depending on the size of the business and the complexity of integrations with existing systems.
  • Considerations: Ensure that your IT and operations teams are involved in the deployment process to configure unified communication workflows, integrate with CRM systems, and ensure a smooth transition to the cloud platform.
  • Security & Compliance: Verify that RingCentral’s security protocols and compliance certifications align with your organization’s regulatory requirements for data protection and communication security.

ROI and Business Impact

  • Improved Communication Efficiency: RingCentral’s unified communications platform streamlines communication across voice, video, and messaging, improving team collaboration and productivity.
  • Enhanced Customer Interactions: RingCentral’s cloud contact center solutions enable businesses to manage customer interactions more effectively, improving customer service quality and satisfaction.
  • Cost Savings: By consolidating communication tools into a single cloud platform, businesses reduce infrastructure costs and eliminate the need for multiple communication solutions.
  • Scalability for Growth: RingCentral’s platform scales with your business, allowing for the easy addition of users, communication channels, and collaboration features as your business grows.

Cost Model

RingCentral offers subscription-based pricing for its UCaaS and contact center solutions. Pricing scales based on the number of users, communication channels, and the level of features required. Custom pricing is available for enterprises with complex communication needs and large-scale contact center operations.

Roles of Decision Makers

  • IT Leaders: Oversee the deployment of RingCentral’s UCaaS and contact center solutions, ensuring integration with existing systems and security compliance.
  • Operations Managers: Evaluate the impact of unified communications and collaboration tools on team productivity and customer service operations.
  • Sales and Customer Service Leaders: Leverage RingCentral’s platform to enhance customer interactions and improve overall service quality.
  • Compliance Officers: Ensure that RingCentral’s platform meets the organization’s data protection and communication security standards.

Additional Considerations & Helpful Tips

  • Unified Communications Planning: Develop a clear strategy for consolidating communication tools into RingCentral’s platform to streamline workflows and reduce costs.
  • Remote Work Enablement: Leverage RingCentral’s collaboration tools to ensure that remote and distributed teams stay connected and productive, regardless of location.
  • CRM Integration Strategy: Ensure that RingCentral’s platform integrates fully with your CRM system to unify customer interactions and optimize contact center performance.
  • Scalability for Growth: Plan for future growth by ensuring that RingCentral’s platform can accommodate additional users and communication channels as your business expands.

Next Steps

Looking to optimize your business’s communications and collaboration with RingCentral’s cloud-based solutions? CXponent can help you assess your needs and implement RingCentral’s platform. Contact us today to get started.

Software Details
RingCentral
Categories

Analytics

Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.

Automation

Streamline processes and boost efficiency. Automate repetitive tasks, integrate systems, and orchestrate complex workflows to save time, reduce errors, and free up your team to focus on strategic initiatives.

Business Operations

Centralize and optimize core business functions. From project management and financial planning to HR and supply chain, this category covers the software that keeps your business running smoothly.

Cloud Security

Safeguard your cloud infrastructure and data. Protect your business from cyber threats with solutions for identity management, data encryption, threat detection, and compliance.

Customer Journey Orchestration (CCaaS)

Deliver personalized and seamless customer experiences across all channels. Manage customer interactions, automate engagement, and build lasting relationships with tools for contact center operations, omnichannel communication, and customer journey mapping.

Digital Workplace

Empower employees with a modern and collaborative work environment. Foster productivity, communication, and knowledge sharing with tools for collaboration, communication, and information access.

Self Service

Empower customers and employees to find answers and resolve issues independently. Reduce support ticket volume and improve satisfaction with knowledge bases, chatbots, and customer portals.

Unified Communications (UCaaS)

Streamline communication and collaboration. Integrate voice, video, messaging, and conferencing into a single platform for seamless interaction and teamwork.

Workforce Engagement Management (WEM)

Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.

Types

Agent Assist

Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.

Authentication as a Service - Secure & Digital

Integrated secure authentication across channels to more efficiently and securely authenticate the caller. This includes biometrics, MFA, and secure PII transfer

Auto Quality Assurance (QA)

Software products that record agent and customer interactions and provide evaluations to measure quality, provide feedback to agents, and identify insights about your customers. Auto-QA leverages AI to automatically score objective eval questions to allow for 3x-5x more evaluations to be completed than traditional QA.

Branded Caller ID

Build trust and improve answer rates with branded caller ID. Display your company name and logo on outbound calls to make your business instantly recognizable.

Coaching and Performance Management

Empower managers and employees to achieve their best. Provide tools for goal setting, performance tracking, feedback, and coaching to improve productivity and engagement.

Collaboration Tools

Foster teamwork and communication across your organization. Facilitate real-time collaboration, file sharing, and project management with tools that enable seamless interaction.

Communications Platform as a Service (CPaaS)

Build and deploy communication-enabled applications quickly and easily. Add voice, video, messaging, AI and other communication features to your applications without complex infrastructure or coding.

Compliance

Manage risk and adhere to industry regulations. Streamline compliance processes, track regulatory changes, and conduct audits with tools that help you stay ahead of the curve.

Conversational AI

Create intelligent, natural-language interactions with customers and employees. Use conversational AI to power chatbots, virtual assistants, and voice interfaces that understand and respond to user intent.

CRM and Case Management

The "source of truth" for sales and customer service that helps organizations track and manage customer information (CRM) and support cases (Case Management)

CSAT and Feedback Management (Voice of Customer)

Capture and analyze customer feedback to improve your products and services. Gather insights from surveys, reviews, and social media to measure customer satisfaction and identify areas for improvement.

Customer Journey Tracking

Software that collects and presents quantitative and qualitative data about how users interact with your product, website, and customer support org so you can better understand and improve your customer's experience.

Desktop as a Service (DaaS)

Deliver virtual desktops and applications to users on any device. Simplify IT management, reduce costs, and improve security with cloud-based desktop virtualization.

Email, Chat and Messaging

Enable real-time communication and collaboration within your organization. Facilitate instant messaging, group chat, and file sharing among teams and individuals.

Enhanced Language Understanding

Break down language barriers and improve communication. Use AI-powered language understanding to neutralize accents, translate conversations in real-time, and improve accessibility.

Interaction and Speech Analytics

Gain insights from customer interactions and voice data. Analyze call recordings and transcripts to identify trends, improve agent performance, and uncover customer sentiment.

IT Ticketing & Case Management

Streamline IT support and service requests. Track and manage incidents, problems, and changes with tools that improve response times and resolution rates.

Knowledgebase

Centralize information and empower users to find answers themselves. Create a searchable repository of articles, FAQs, and tutorials to improve self-service and reduce support burden. Provides a searchable database of support articles and resources for customers, agents and AI driven bots to deliver answers and support.

Meetings & Conferencing

Connect and collaborate with teams and clients from anywhere. Host online meetings, webinars, and conferences with tools that facilitate audio, video, and screen sharing.

Omni-Channel Routing

Route customer interactions to the most appropriate agent or resource based on skills, availability, and channel. Deliver seamless customer experiences across voice, chat, email, and social media. This allows your agents to work out of a single tool and enables operations to more efficiently staff support.

Interested in RingCentral
Talk to a technology advisor for no cost/obligation to better understand how RingCentral can be a fit for your business.