RingCentral Contact Center
by RingCentral
by RingCentral
Profile Information Last updated on: 13 July 2024
Profile Information Last updated on: 13 July 2024
We help make selecting a software for your business effortless, economical and efficient.
by RingCentral
by RingCentral
Profile Information Last updated on: 13 July 2024
Profile Information Last updated on: 13 July 2024
Initial Setup and Configuration: This includes the physical setup of phones and network configurations. The RingCentral team assists with this setup to ensure that everything is correctly configured from the start
Training Sessions: RingCentral provides multiple training sessions. The first session covers basic setup, such as creating user accounts and configuring network settings. Subsequent sessions delve into more advanced features and settings, ensuring that the team can effectively use all aspects of the contact center software
Number Transfer Process: If applicable, businesses can transfer their existing phone numbers to the RingCentral service. This process involves submitting a transfer request and coordinating with the current service provider to ensure a smooth transition
CRM Integrations: RingCentral Contact Center offers integrations with major CRM systems such as Salesforce, Oracle, Microsoft Dynamics, ServiceNow, Zendesk, SAP Cloud for Customer (C4C), NetSuite, SugarCRM, and Bullhorn. These integrations allow businesses to use their existing CRM investments to improve every contact center interaction, providing agents with a consolidated desktop for faster, more personalized service
APIs for Customization: RingCentral provides a suite of APIs under its RingEX platform, which allows businesses to extend and customize their communications capabilities. These APIs cover various functionalities including voice, SMS/MMS, team messaging, video, and fax, enabling businesses to tailor the contact center to their specific operational needs
Computer Telephony Integration (CTI): RingCentral's CTI capabilities allow for the integration of phone controls and other communication functions directly from computer screens. This includes advanced call management options like call forwarding, screening, and caller ID, as well as agent supervisor tools for call whispering and barging. The CTI software can also integrate with other applications and software, enhancing efficiency and productivity
Flexible Deployment of Integrations: The CRM integrations provided by RingCentral can be deployed quickly, often within hours, and are scalable according to business needs. This flexibility supports operational agility and allows businesses to adapt their contact center solutions as their requirements evolve
Customizable Applications: RingCentral's open platform supports the integration of third-party business applications. This capability is facilitated by a digital application program interface (API) library, which businesses can use to integrate their own application programs, automate tasks, and add notifications
Setup Fees: For certain services, such as the Cognigy services mentioned, there is a setup fee for SaaS or voice deployment
Compliance and Administrative Cost Recovery Fee: This fee helps recover costs associated with compliance with regulatory and tax requirements, and fees related to intellectual property matters
Managed Services: Additional services that are not part of the Managed Service Entitlements are subject to fees on a Time and Materials basis
Service Expenses: Customers are responsible for reimbursing RingCentral for fixed travel, meal, and lodging expenses incurred in connection with any On-Site Services
Optional Services: Services designated as optional in the Managed Service Entitlement tables must be purchased separately through a RingCentral Professional Services Statement of Work (SOW), Change Order, or Amendment
RingCentral University: This platform offers a range of online courses, including demos and exams, to help new users understand and utilize the RingCentral Contact Center effectively
Webinars: RingCentral provides live and recorded webinars hosted by professionals, which cover various aspects of the contact center operations
Quick Guides and Videos: For immediate assistance, RingCentral offers quick guides and instructional videos that provide step-by-step instructions on specific functionalities within the contact center
Interactive Training: The training includes interactive elements such as quizzes and virtual exercises to ensure engagement and effective learning
Support Portal: RingCentral’s support portal offers a direct way to get help, with responses typically provided within 48 hours (about 2 days). It includes a comprehensive knowledge base, FAQs, and the ability to submit support tickets
Live Chat Support: For immediate assistance, users can access live chat support directly from the RingCentral website, which provides quick responses to inquiries and issues
Community Support: Users can engage with the RingCentral community to share ideas, ask questions, and find solutions to common problems
Dedicated Admin and User Guides: These guides offer detailed instructions on managing various aspects of the contact center, from basic setup to advanced configuration
GDPR and HIPAA Compliance: RingCentral adheres to the General Data Protection Regulation and the Health Insurance Portability and Accountability Act, ensuring the protection of personal and health-related information
Encryption of Data at Rest and in Transit: RingCentral ensures that all customer data and messages on endpoints, as well as backend data, are encrypted at rest. Data in transit is protected using TLS and other secure protocols
Intrusion Detection and Network Monitoring: RingCentral employs continuous monitoring with intrusion detection systems and regular penetration testing to identify and respond to potential security threats
Quarterly Releases: RingCentral Contact Center typically rolls out major updates quarterly. These updates often include new features, significant enhancements, and major security updates.
Monthly Maintenance Updates: In addition to the quarterly releases, RingCentral may perform monthly updates focused on maintenance, minor improvements, and security patches. These are aimed at ensuring the platform's reliability and performance.
Emergency Patches: For critical security vulnerabilities or to address urgent issues, RingCentral can deploy emergency patches as needed. These updates are released as soon as the fix is available and tested.
Pre-Release Notifications: RingCentral notifies customers in advance of upcoming updates, especially for major releases. This communication includes details about the new features, enhancements, and any required actions from the users.
Rolling Updates: To minimize service disruption, RingCentral employs a rolling update process. This approach allows updates to be deployed gradually across different servers and regions, ensuring that all users do not experience downtime simultaneously.
User Testing and Feedback: For significant updates, RingCentral may offer a preview or beta version to select users. This allows for real-world testing and the collection of feedback, which can be used to adjust before the general release.
Documentation and Training: Accompanying each update, RingCentral provides comprehensive documentation, including release notes, user guides, and training materials. This ensures that users can quickly understand and leverage new features and improvements.
User Control Over Personal Data: RingCentral acknowledges that the personal data processed through its services is owned by the users. Users have the right to access, review, modify, and delete their personal information that RingCentral processes
Processing on Behalf of Customers: When processing communication content such as voicemails, faxes, and recordings in connection with its services, RingCentral acts on behalf of its customers and follows their instructions as a data processor. This means that if RingCentral collects or stores personal information about a user on behalf of a RingCentral customer, the user should direct any requests regarding this information to the customer
Right to Data Portability: RingCentral supports the right to data portability, which allows users to receive their personal data in a structured, commonly used, and machine-readable format. This right enables users to transfer their data from RingCentral to another entity without hindrance
Mechanisms for Data Transfer: RingCentral has developed processes to identify the data lifecycle for more transparency, accuracy, accessibility, and security. This includes providing users with the ability to obtain their personal data in a format that facilitates data portability
Compliance with Data Privacy Frameworks: RingCentral's adherence to data privacy frameworks such as the EU-U.S. Data Privacy Framework (DPF), UK Extension, and Swiss-U.S. DPF, supports the lawful transfer of personal data across borders, further facilitating data portability
Requests for Personal Data: Users wishing to access or transfer their personal data can do so by contacting RingCentral directly or, in the case of data processed on behalf of a customer, by contacting the respective customer
Cloud-Based Solutions: RingCentral Contact Center is a cloud-based platform, allowing organizations to scale their operations up or down without the need for significant infrastructure changes. This flexibility is crucial for businesses experiencing fluctuating demand
On-Demand Seats: RingCentral provides the option to add On-Demand Contact Center Seats, enabling businesses to scale their workforce as needed. This feature allows for the addition of extra seats on an as-needed basis, ensuring that businesses can handle increased call volumes without committing to long-term seat additions
Custom Storage Options: RingCentral offers Custom Storage solutions, allowing businesses to store media files in their own S3 Bucket instead of the default Cloud Storage Bucket. This flexibility supports businesses in managing their data storage according to their specific needs, which can change as the organization grows or contracts
Cloud Communications for Startups: Recognizing the unique challenges faced by startups, RingCentral's cloud communications solutions are particularly beneficial for scaling operations. Startups can invest in Unified Communications as a Service (UCaaS) software when they are ready to scale up, providing a seamless transition as the business grows
Omnichannel Options: The platform supports multi-channel communication, including phone, email, SMS, and social media, enabling businesses to expand or modify their customer engagement channels as neede
Automatic Renewal: RingCentral contracts typically renew automatically. For instance, the initial term will renew automatically for successive terms of the same length without further action by or notice to the customer unless explicitly canceled by the customer
Renewal Notification: Customers are advised to contact RingCentral at least thirty (30) days prior to the renewal date if they do not wish for their account to renew
Renewal Term Options: Contracts have options for renewal, which can vary based on the specific agreement. For example, a contract might have the option to renew for two additional one-year periods or even up to five additional one-year periods after the initial term
Cancellation Anytime: Customers can cancel their plans at any time. However, the terms of cancellation and eligibility for refunds depend on the type of plan (monthly or annual) and the timing of the cancellation
30-Day Cancellation Period: For annual prepaid plans, customers may cancel during the first thirty (30) days of the plan for a prorated refund. However, if cancellation occurs after this period and before the end of the one-year term, no refunds of prepaid charges will be provided
No Refunds Post-Cancellation: After cancelling, customers are generally not entitled to a refund of any unused portions of prepaid charges. This applies to both monthly and annual plans
Early Termination Fees: RingCentral may charge termination and transfer fees consistent with each plan's terms and conditions. Specific details about these fees are typically outlined in the individual service contract
Non-Renewal Notification Requirement: If a customer does not wish for their account to renew, they must notify RingCentral at least thirty (30) days prior to the renewal date
PCI DSS Level 1: RingCentral Contact Center offers a Payment Card Industry Data Security Standard (PCI DSS) Level 1 compliant environment. This is the highest level of PCI compliance, ensuring that credit card data is handled securely
GDPR: The General Data Protection Regulation (GDPR) compliance is maintained by RingCentral, ensuring the protection of data and privacy for individuals within the European Union
ISO/IEC 27001: RingCentral Contact Center is certified under ISO/IEC 27001, an international standard that specifies the requirements for establishing, implementing, maintaining, and continually improving an information security management system (ISMS)
HIPAA: Compliance with the Health Insurance Portability and Accountability Act (HIPAA) is ensured, which is crucial for protecting sensitive patient health information