As a small business, you may not have the resources to run a dedicated call center to cater to your customers.
Fortunately, there is a wide variety of call center software for small business needs today that can help your in-house agents handle customer calls and other related tasks efficiently. fruit. In this article, TopGuidess will review RingCentral Contact Center- The best call center software for small business. We will highlight the main features, pricing, and user ratings of this software for your reference.
Contents
The Overview of RingCentral Contact Center
Definition
RingCentral Contact Center is a call center software for small business that makes it easy for these businesses to receive and make support calls to customers. Not only that, but it is also an innovative cloud-based multi-channel platform. An ideal solution for organizations that need to increase customer satisfaction and improve agency performance. It does more than simply provide the automatic call routing and transcription of phone support calls. It is equipped with smart call routing capabilities to provide your customers with a seamless dialing experience.
With the use of the omnichannel communication tool RingCentral Contact Center, you can assist customers via social media, messaging services, and email. Additionally, it offers helpful data analysis that can assist you in determining what aspects of your team’s customer service are effective and which ones could use improvement. Additionally, it may be set up on Mac and Windows computers as well as Android and iOS mobile devices. In our assessment of RingCentral Contact Center, we discovered that the system performs best. to increase call center agent productivity and automate workflow in order to streamline call center operations.
When should you use RingCentral Contact Center?
Businesses looking for contact centers: RingCentral Contact Centers have a scripting tool for agents that sets communication standards during interactions with customers and prospects. It also provides agents with automatic recommendations based on channel, language, and message category. With these in mind, RingCentral Contact Center is the best call center software for small business.
Track agent performance: RingCentral Contact Center offers a range of monitoring tools to monitor agent performance. It provides quiet monitoring, text and speech analysis, and screen recording. Coaching and learning tools are also available to track assessment scores and key performance indicators (KPIs).
Enhanced call routing: It offers improved IVR (interactive voice response) features to control phone tree menus and assist self-service actions that are more effective. You can construct up to 250 IVR phone menus using its simple IVR editor, giving callers a multifaceted experience.
Call centers must handle a high volume of local calls: RingCentral Contact Center offers business phone capabilities such as unlimited local calling in the US and Canada.
Why RingCentral Contact Center is The best call center software for small business
Outstanding features
- Incoming Call Routing: Deliver the best customer experience with skill-based call routing. For the quickest resolution, RingCentral Contact Center will intelligently route calls to the most qualified agent. Includes interactive voice responses, computer telephony integration, and automated call distribution. Use information from the IVR to avoid asking the caller the same questions over and over again. Connect customers with the most suitable agent for their inquiries.
- Auto Dialing: Automated outbound dialing features can replace human number entering, increasing team productivity and response times. To produce more leads, consider the best time and method for contacting particular clients.
- Omnichannel communication: Communicate with your customers the way they want on the device of their choice, while increasing customer loyalty and satisfaction. Ensure top-notch customer support on all digital platforms, including social media, live chat, email, and messaging apps.
- Collaborative Workflow: Make customer interactions fast and efficient through seamless collaboration. Real-time communication opportunities between agents, teams and professionals across the organization create industry-leading customer experiences. It also provides teams with effective communication methods so employees can work together and get things done, no matter the size of your organization.
- Workforce Optimization: With efficient scheduling, robust forecasting, and compliance metrics help you maximize agency availability and minimize agency downtime to lower costs. RingCentral Contact Centers offer workforce management tools that allow you to optimize agency schedules and shifts to maximize coverage and reduce idle time.
- Call monitoring tools: Various monitoring tools are available through the RingCentral contact center to more effectively track each employee’s performance for coaching and feedback. The fundamental functions include screen and call recording, insight into employee performance, and guidance on how to use the call center system.
- Real-time analytics and reporting: Reports and statistics from RingCentral Contact Center offer a choice of simple, adaptable solutions to make crucial business decisions instantly. You’ll be better able to handle your call center business difficulties as they arise with real-time data exposed through easily customized dashboards.
- Virtual chatbots: The program enables you to add a real chatbot to your website to respond to frequently asked inquiries from visitors. In order to boost sales and conversion rates, this digital customer service offers your clients assistance around-the-clock.
Above are 8 outstanding features of RingCentral Contact Center, worthy of The best call center software for small business.
Price of the best call center software for small business
There are several pricing tiers for this software package, including Basic, Advanced, and Ultimate plans. All plans come with real-time and historical data, improved IVR, click-to-call capability, and skill-based routing. You can immediately compare each option’s monthly per-user cost by going to the app’s pricing page. The same suppliers also offer paid subscriptions, which range in price from $15 to $170 per user each month. To see if the product can satisfy your specific needs, you can also obtain a free product trial online. In summary, RingCentral Contact Center offers a number of capabilities that can help you control the flow of work in your call center.
User Support
RingCentral Contact Center provides 24-hour phone support, 7 days a week, and supports 3 emergency response times.
Urgency 1: All phone calls are answered in under 5 minutes on average
Urgency 2: All phone calls are answered in under 5 minutes on average.
Urgency 3: On average, all phone calls are answered in under 5 minutes.
Urgent priority case: Response time < 8 hours.
Pros
- Provide a simple user experience across all devices.
- Fast and personalized customer service
- Save costs and accelerate sales
- Improve customer satisfaction
- Seamless remote agency and support for multi-location businesses
- Mobile application support
- Automatic call recording on demand
- High reliability, security, and flexibility
Cons
- Fees are not published on the website
- Calls and notifications are ignored
- The poor return call quality
To sum up, RingCentral Contact Center’s digital engagement platform comes with intuitive tools that help resolve issues faster and provide more personalized service to every customer. Overall, we recommend this as The best call center software for small business, and a great omnichannel solution for companies that want to provide the right support on the most convenient channel.
