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Which contact center solution meets your business needs?

RingCX

A modern, AI-first contact center designed for simplicity and ease of use. Manage customer interactions across voice, chat, and digital channels with straightforward, predictable pricing.

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RingCentral Contact Center

An advanced, customizable contact center for complex needs and use cases, suited for large-scale businesses seeking comprehensive features.

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Omnichannel routing

Elevate customer service with voice, auto dialers, and digital engagement.

AI-powered

Boost efficiency with virtual agents, real-time coaching, and automation.

Actionable insights

Enhance customer experiences by acting on reporting data and customer feedback.

Empowered agents

Increase performance and reduce costs with Quality and Workforce Management.

Unified

Works seamlessly with RingEX to enhance agent collaboration for swift customer resolution.

We’re using RingCentral for everything now—our phones, our contact center operations, audio and video conferences, team messaging, even fax. It’s great to finally have all these communication services integrated with each other and under a single partner’s solution.

Winston Cook - Department Manager, Member Service Center, Credit Human Federal Credit Union

App integrations available in Contact Center such as Salesforce, Zendesk, X (formerly Twitter), HubSpot, and Microsoft Teams.

Connect your CRMs and apps

Streamline your operations and enhance customer experiences with contact center integrations and APIs, syncing information and workflows with your CRMs and apps.

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Frequently Asked Questions About Contact Centers

A call center is a customer service solution using inbound and/or outbound voice calling. An inbound call center takes customer calls through an interactive voice response system (IVR) concerning technical support, complaints, and order questions. In an outbound call center, the business calls customers—either manually or using an auto dialer—for things like appointment reminders, bill/debt collection, and surveys. A blended call center uses a combination of inbound and outbound capabilities.

A contact center adds digital customer service capabilities to a call center. In addition to voice calls, customers can interact using a variety of channels, including SMS, live chat, emails, and social media. Modern contact centers use omnichannel routing to connect customers, meaning they have a single identity regardless of how they interact and can move between channels.

Contact centers can use features like skills-based routing, data-driven routing, and other methods to match customers to the best available agent to help them. Skills-based routing analyzes the pool of available agents and connects customers to the agent with the best available skillset/knowledge to help them (for example, an agent that specializes in a specific product). Data-driven routing uses data from CRMs and other systems to determine how to route customers (for example, a “Gold” customer may be given higher priority).

An intelligent virtual agent processes digital or voice input to provide an answer or take action using Conversational AI. It is more advanced than a traditional chatbot. Virtual agents can serve a variety of roles in a contact center, including automated self-service (producing knowledge articles, retrieving data), information triage before routing to an agent, and collecting customer feedback surveys.

Workforce Engagement Management (WEM) software is a suite of tools designed to help contact centers operate efficiently and effectively. Workforce Management can streamline resourcing to ensure businesses have the right number of agents available at any given time. Quality Management provides feedback, coaching, and automated scoring of interactions. Performance Management helps keep agents engaged using friendly competition and rewards.

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Let us help you design the best contact center solution to meet your specific needs.