Contact Center and Call Center Software Solutions

At the heart of every successful business is a call center software that makes delivering exceptional customer service look effortless.
A laptop showing the RingCentral Contact Center interface for agents
Embrace technology, enable remote working, cut down costs, and exceed soaring customer expectations with RingCentral Contact Center. We have married the best that UCaaS and CCaaS telecommunications have to offer to provide you with cutting-edge, scalable cloud-based call center solutions that grow with your business. With functionalities like real-time reporting, AI-based sentiment analysis, power dialing, and skills-based routing—together with an extensive suite of app integrations—our call center software is precisely what you need to keep agents happy and deliver first-rate customer support.
Secure and compliant
Protect customer information and mitigate business risks by complying with TCPA, DNC, STIR/SHAKEN, HIPAA, PCI-DSS, and more certifications.
Advanced features
Through a computer telephony integration (CTI) capability, your call center software can enable a host of features to help your workforce improve productivity and efficiency through a unified dashboard.
Seamless and flexible
Go beyond your business phone systems, connect across communication channels, and interact with customers within their platform of choice—voice, chat, email, and more.
Unmatched reliability
With infrastructure in geographically redundant data centers maintained 24/7, RingCentral is able to provide the highest level of reliability: a guaranteed uptime of as high as 99.99%.

Innovative Contact Center Solutions for Business

Prebuilt reports showing a summary of agent performance

Bid goodbye to guesswork and make smart business decisions with consolidated contact center reporting and analytics.

  • Use pre-built reports to understand your contact center performance based on metrics.
  • Track and create strategic goals to improve core workflows.
  • Gather hourly, daily, weekly, monthly, and annual statistics to perform a more detailed analysis of team productivity.

Ensure positive customer interactions for inbound and outbound calls through real-time call monitoring.

  • Listen in on active customer calls made by support agents in inbound call centers or sales teams in outbound call centers.
  • Whisper instructions to your staff, join the conversation, or completely take over the call.
  • Utilize automatic call recording and revisit past calls when necessary.
Dashboard view of the RingCentral Contact Center platform
Agent scheduling tool within the RingCentral Contact Center platform

Boost ROI, improve workflows, and increase employee satisfaction by utilizing custom workforce management solutions.

  • Allow teams to view schedules, request changes, manage absences, run training, and control other crucial HR-related tasks.
  • Optimize schedules and avoid coverage gaps with automatic scheduling and historical forecasting.
  • Set agents up for success by establishing a concrete quality assurance step that can find areas of improvement and offer strategies to address concerns.

Speed up wait times, achieve smooth call flows, and ensure swift, successful resolutions with intelligent routing of inbound calls.

  • Use IVR systems to determine the caller’s purpose through a series of automated questions and answers.
  • Forward responses to the automatic call distributors (ACD) for proper queuing and assignment to agents.
  • Determine the type of call routing method that best fits your business (skills-based, fixed order, percentage, etc.).
Flowchart of call automation and routing rules
A virtual agent message pop-up displaying a limited-time deal offer

Make it easier for customers to get the help they need by establishing a multichannel presence.

  • Choose from 30+ digital channels, including all major mobile and social media messaging apps, to connect with your customers.
  • Provide your support team with a single, integrated platform for all channels, making customer engagement simpler.
  • Give customers the option to resolve issues through phone calls with live agents and through self-service and AI chatbots.
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Integrations that make work easier

Make the most out of your contact center by connecting to any proprietary customer relationship management (CRM) or other back-end systems with our open application programming interface (API).
Play video: A look into RingCentral's cloud-based contact center platform and its features

RingCentral Contact Center Features

Intelligently match contact center queries with the right agent for faster resolution and improved productivity.
Maximize agent performance and create a positive environment that encourages complete customer satisfaction.
Confidently make critical business decisions guided by in-depth information, reports, and insights.
Tailor your contact center according to your business needs by leveraging pre-built integrations and open APIs.
Build stronger relationships by connecting with customers through various digital channels.
Accomplish more with less effort through virtual agents, automated conversations, and customer-performed operations.

RingCentral Contact Center™ overview

Solutions that drive better customer experiences

Increase in customer satisfaction
Increase in employee satisfaction
Increase in average revenue per agent
Decrease in cost to serve
Increase in revenue growth rate
Increase in first contact resolution
Source: 2022 RingCentral Customer Success Metrics Survey.

Cloud Contact Center Platform FAQs

Call center software is the technology that enables direct communication between a business and its customers. With the right features and functionality, it automates receiving and addressing customer concerns (typically via phone).

Whether you have multiple call centers or operate a single one for a small, family-owned business, the goal is the same: to deliver five-star customer experiences every time. This is the simplest yet most important reason to have a good call center solution.
There are numerous call center software solutions available in the market, each one having its own list of pros and cons. Before you make a decision, it is important to fully grasp the specific needs of your business and determine if you could benefit from a contact center system hosted on-premise or in the cloud. What’s the difference?

On-premise call center software

Traditionally, call center systems operate through in-house servers, software, hardware, and all other associated infrastructure kept within the premises of a building. That includes the call center software, which uses phone lines to manage both outgoing and incoming calls.

In this setup, you have full control over your infrastructure. Your IT team handles implementation as well as repairs, maintenance work, and upgrades.

Cloud-based call center software

Call centers can also be hosted in the cloud by a third-party provider like RingCentral. Here, the software is installed on servers hosted in the Service Provider DataCenter. Agents can access it from anywhere as long as there’s an internet connection. The provider handles the implementation and keeps all the necessary infrastructure in their data centers, so you don’t have to worry about the upkeep.

Moreover, cloud-based call centers can handle not only call queues, but also emails and live chats.
A cloud contact center is an investment. It only makes sense that in your search for one, you should look for advanced features that will benefit your business. Here are some of them:
  • Auto dialer - An auto dialer or power dialer is an outbound call center solution that automatically dials customer phone numbers. Once answered, the dialer software plays a recorded message or transfers the call to a live person. There are different kinds of auto dialers, such as preview dialers, progressive dialers, and predictive dialers.
  • Caller ID - The caller ID display allows agents to see customer information before getting on the call. This is integral in keeping all calls routed to the appropriate agent—crucial when agents have specific accounts assigned to them. Ultimately, it identifies the caller, retrieves extra information about the call from a CRM or back office system, and routes the call to the appropriate agent.
  • Call queuing - When customers reach out to your call center and all your agents are busy, they are placed in a call queue. In case the wait time is too long, a queue call back (also known as virtual hold) can be offered to the caller. Customers can also stay on the line, listen to the hold music, and wait for the agent.
  • Agent scripting - An agent scripting tool provides support teams with prompts to help move interactions along. Armed with a quality script, agents never have to worry about not knowing what to say next—they can shape and guide conversations toward the necessary direction.
The cost of your contact center system will depend on your business size, number of agents and required phone numbers, and set of preferred features. Vendors offer their own plans and pricing, and you should take the time to assess your needs and find a solution that makes the most sense for your business.

Better yet, go for RingCentral Contact Center and get complete omnichannel contact center capabilities that empower your customer service operations—and at rates that won’t break the bank, too.

More contact center resources

A female contact center agent providing support to a customer via call
Your ultimate contact center guide for remote and hybrid work

Learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better from anywhere.

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What your employees need to keep your customers happy

Learn how equipping your employees with the right tools sets them up to provide the best possible customer service.

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How mature is your customer experience?

Take the quiz to see how you stack up against the competition.

Contact Center Solutions for Everyone

Help customers from anywhere, at any time, and on any channel.

Get a dynamic outbound contact center solution for better campaign management and agent productivity.

Connect with customers across 20+ digital touchpoints like the web, social media, messaging apps, review platforms, and custom channels.

The best customer experiences start here
We'll have you up and running in no time.

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