RingCentral Contact Center

Best-in-class unified solution

Deliver a comprehensive, end-to-end customer experience

Designed to address the demands of even the most complex contact center use cases.
A female contact center agent handling customer interactions through various digital channels, including Instagram
Advanced capabilities
  • 30+ channels including international
  • Advanced attribute-based routing
Proactive conversational AI
  • Personalized, data-driven conversations
  • Keeps customers engaged
Native WEM
  • Native scheduling and forecasting
  • Advanced QM and agent performance management
Extensive 3rd party integrations
  • 120+ marketplace integrations
  • 400+ APIs available
    for customization
Bespoke deployments
  • Meets specific business needs
  • Optimal functionality
    and performance

Gain a competitive advantage with a CX solution that adapts to your unique requirements

Connect on any channel

Interact with customers in the channel of their choice, including voice, chat, email, and 30+ digital channels.

Deliver a better customer experience with smart routing

Maintain a single customer identity no matter how they interact with you, even if they switch channels during an interaction—such as a live agent from a bot or a voice call from a digital interaction.

Connect customers to the best available resource

Set up queues based on agent skill, language, or even specific channels. Enable intelligent self-service and automation. Reduce abandoned calls with automatic callback.

Enable a better agent experience with a unified tool for all interactions

Provide agents with a single pane of glass for all interactions to simplify customer engagement, accessible on any device, from any location.
A male contact center agent with his profile overview across different voice and digital channels
A mobile phone showing an e-commerce platform with a pop-up virtual agent message offering a 25% discount

Transform CX with proactive conversational AI

Harness the power of artificial intelligence and automation across the entire customer journey for enhanced self-service, smart routing, AI agent assistance, knowledge management proactive outreach, and insight & analytics.

Provide customers with intelligent self-service

Deploy AI-enabled omnichannel virtual agents to provide 24/7 immediate, personalized, and exceptional customer support.

Connect customers to the best agent

For the times when a customer inquiry isn’t solved with a virtual agent, leverage AI to route the interaction to the best available agent, ensuring that the interaction context is provided to the agent.

Power intelligent agent experiences

Leverage AI to assist, coach, and guide agents in the moment.

Keep agents happy, engaged, and productive

Make agent experiences easier with AI-driven agent guidance and assistance tools. Incentivize great service by making work fun through gamification, all while minimizing downtime and reducing costs.

Optimize everyone’s schedule

Plan and manage your contact center team’s hours according to traffic volumes, vacations, and training.

Stay on top of service quality

Keep a pulse on performance with screen and voice recording, speech and text analytics, feedback forms, and fair agent scoring.

See what’s working in real time

With analytics for every interaction, you can track sentiment, identify ambassadors and detractors, view trending topics, identify patterns and more in order to improve the customer experience.
A contact center representative on a call with an overview of a daily agent schedule
Two coworkers using a laptop with views of an outbound message, performance charts, and a Google Drive video

Keep important conversations in one place

Unlock new use cases with a single, integrated platform for employee and customer interactions.

Connect with product experts across the organization

Solve issues faster by reaching out to SMEs company-wide, with a shared directory, bidirectional presence synchronization, and call transfer/conferencing.

Engage hybrid and remote agents

Coach and train in-office and remote agents, whether individually or in groups, with RingEX video meetings.

Keep key stakeholders informed

With RingCentral Pulse, configure automated alerts and notifications to be delivered to dedicated messaging channels on RingEX.

Get detailed performance insights

Make business-critical decisions based on historical reports and live analytics.

Track progress with pre-built reports

Choose from 100+ pre-built reports to gain insight into average handle time, first contact resolution, queue time, and other important metrics.

Get the metrics that matter to you

Build custom reports by selecting from 250+ out-of-the-box metrics that can be filtered and scheduled to meet your needs.

Act fast with real-time dashboards

Monitor critical KPIs, agent performance, and customer experience in real time with a flexible, customizable dashboard. Automatically send push notifications to key stakeholders during critical events.
A woman using a laptop with views of an SLA scorecard and a live dashboard

The Business Value of RingCentral Contact Center


Increase in customer satisfaction


Increase in employee satisfaction


Increase in first contact resolution


Increase in revenue growth rate


Decrease in cost to serve


Increase in revenue per agent
App integrations available in Contact Center such as Hubspot, AmoCRM, Theta Lake, Slack, and Five9.

Tailor every experience

Integrate popular CRMs to personalize service for customers. Automatically surface purchase history, past interactions, ticket status, and more. Get the full picture and connect to any proprietary CRM or other back-end systems with our open APIs.

A female agent working on the RingCentral Contact Center CRM open on her laptop

RingCentral Contact Center™ CRM integrations

A woman working from home with a dog on her lap

Free your agents to work from anywhere

Better customer service starts here

Enhanced flexibility

Connect your contact center agents with customers on their channels of choice—not just by phone.

Integrate your corporate directory

Enable agents to collaborate company-wide through a shared directory and presence indication.

Set up intelligent routing

Deliver a smarter customer experience through AI, skills-based routing, and actionable analytics.

Enable self-service

Help customers solve problems without agent intervention with an intelligent IVR, chatbots, and robust resource centers.

Tap into supervisor tools

Course-correct poor agent behaviors through silent monitoring, whisper coaching, and barge-in functionality.

Connect your favorite apps

Integrate your favorite business intelligence tools to enhance and customize your workflows.

Uplevel your customer service game
Deliver a comprehensive, end-to-end customer experience from anywhere at any time on any channel.