RingCentral

RingCentral Contact Centre

RingCentral Contact Centre (CCaaS) is an innovative cloud-based omnichannel platform. An ideal solution for organisations that need to increase customer satisfaction and improve agent performance. Integrating market-leading cloud contact centre, workforce optimisation, and unified communications solutions into a single suite to simplify management, allowing companies to deliver excellent customer engagement.

Features

  • Skills-based omni-channel routing across voice, digital, social, chat, email interactions
  • Powerful outbound dialler capabilities, advanced IVR with speech recognition
  • Microsoft Teams certified contact centre (Nice CXone Agent for Teams)
  • In depth reporting, dashboard and analytics, historical and real-time
  • Powerful supervisor tools and dashboard and Customer surveys
  • Workforce Management, Quality Management, Performance Management and analytics
  • Prebuilt integrations to leading CRM including Salesforce, Microsoft Dynamics, ServiceNow
  • RestFUL APIs to integrate with any backend custom system
  • Blending AI and self-service
  • Deep integration with RingCentral Office delivering exceptional CX & EX

Benefits

  • A Gartner leader for Contact Centre as a Service (CCaaS)
  • Simple user experience across all devices
  • Fast and personalised customer service
  • Increase agent productivity for significant cost savings and accelerated sales
  • First contact resolution to improve customer satisfaction
  • Seamless remote agent working and support for multi-site businesses
  • Collaboration within and outside the contact centre
  • Future proof solution that grows with your organisation
  • High reliability, security, and flexibility - ISO 27001 certified

Pricing

£64.99 to £154.99 a user a month

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at ukpublicsector@ringcentral.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

6 8 5 0 9 8 2 4 9 1 0 3 6 4 5

Contact

RingCentral Gareth Johns
Telephone: 0800 098 8340
Email: ukpublicsector@ringcentral.com

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
RingCentral Contact Centre is a standalone solution. However with many out of the box integrations and open APIs, RingCentral Contact Centre can be integrated with RingCentral Office or other telephony systems as well as with most businesses applications companies use on a daily basis such as SalesForce and others.
Cloud deployment model
Public cloud
Service constraints
RingCentral Contact Centre is a pure cloud solution and as such does not require any specific hardware.
System requirements
  • Internet access
  • Windows XP,Windows 7
  • Microsoft .NET Framework 4.0
  • Full. 2Ghz processor, 1GB RAM
  • Minimum 120 MB disk space

User support

Email or online ticketing support
Email or online ticketing
Support response times
Urgency Priority 1 Initial Response Time : All phone calls are answered on average less than 5 minutes Urgency Priority 2 Initial Response Time: All phone calls are answered on average less than 5 minutes Urgency Priority 3 Initial Response Time: All phone calls are answered on average less than 5 minutes. Web Cases:< 8 Hours Urgency Priority 4 Initial Response Time < 24 Hours
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
RingCentral allow users to provide text based responses within webchat but do provide the ability to send additional information via email.
Web chat accessibility testing
N/A
Onsite support
Yes, at extra cost
Support levels
RingCentral packages include 24x7x365 support via phone, email and web chat. Our solution is fully cloud based and we offer comprehensive remote support. Should you required onsite support, our Professional Services team will work with you on the best solution.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
RingCentral provides both onsite and online training based on customers requirements and needs. We also provide a wide range of user documentation as well as an online user community.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
When the contract end, users will be able to extract their data. All customer data is destroyed upon account termination and all internal confidential material is shredded or put in locked shredding boxes when they are no longer needed or if the applicable defined retention period has expired.
End-of-contract process
The contract includes a licence fee per user per month as well as Professional Services cost (one off payment). Based on customer's requirements and needs there might be additional hardware costs for headsets if required by the customer.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
RingCentral Contact Centre is a cloud based solution and is available anytime, anywhere. At RingCentral we highly value user experience and our solution has been recognised as one of the most intuitive in the market by several analysts. Agents are able to make and receive calls on their mobiles and supervisors can use an iPad to monitor the contact centre activities in real-time.
We provide a consistent experience across devices with a similar look and feel, navigation and functionalities. With RingCentral agents do not need to learn and relearn how to use the solution.
Service interface
Yes
Description of service interface
Moves, adds, changes, deletions (MACDs) can be made instantly through the administrator interface. RingCentral provides an administrator portal which allows a system administrator with the highest levels of access to control every aspect of the solution. There are no charges associated with the administrative portal or with making a change. The only costs are the subsequent charges for added services. RingCentral is also able to perform adds, moves, and changes on your behalf if desired at no cost.
Accessibility standards
None or don’t know
Description of accessibility
Users are able to log into the service interface using a web browser, the RingCentral web service interface supports standard web accessibility tools.
Accessibility testing
N/A
API
Yes
What users can and can't do using the API
RingCentral and its partner inContact provide an open API platform for businesses to build communications capabilities in the business applications and systems of their choice.
API documentation
Yes
API documentation formats
  • PDF
  • Other
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
With RingCentral Contact Centre, users can fully customise their solution to meet their business processes, needs and goals. Together we will build a solution for your specific needs.

Scaling

Independence of resources
The Contact Centre platform has been designed from the ground up with high availability and geo-redundancy in mind. As a cloud solution RingCentral is highly scalable and provides service availability of 99.99%.

Analytics

Service usage metrics
Yes
Metrics types
RingCentral Contact Centre provides a full range of metrics including real-time wallboards, pre-built reporting, custom reporting and also allow you to export data into the systems of you choice such as a BI tool in order to get more out of your data and fully align your contact centre solution with your business goals. Our analytics suite gives you full visibility into your contact centre and allow you to go as granular as you need in order to support informed decision making.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
InContact

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations
No
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
RingCentral Contact Centre users will be able to easily export their data from the online portal.
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
The Contact Centre platform has been designed from the ground up with high availability and geo-redundancy in mind and provides 99.99% service uptime. We will share on financial compensation adjustments associated with underperformance upon request. All data is stored and processed in world-class datacentres highly secure running in an active-active configuration to provide business continuity in any situation.
Approach to resilience
The Contact Centre platform's architecture has multiple levels of inter & intra redundancy built into it. It’s designed to run in an active/active mode and seamlessly switches to the available data centre in the event of any failure. Service failover is tested regularly during system maintenance windows.
Outage reporting
Our network operations center (NOC) operates 24/7/365 to ensure optimal system configuration and service availability. Our engineers continuously monitor countless systems, metrics, and alarms.

There are 5 internal alarm levels to ensure reliable operations (presented here from lowest to highest importance):
-Informational (take note, no direct action results)
-Warning (watch and take action as needed)
-Critical (immediately fix and/or escalate)
-Service Outage (immediately fix and escalate)
-Disaster (immediately fix and escalate through a live conference call regardless of day or time).

RingCentral customers are immediately notified of issues and outages affecting their service. Customers are also notified when the issue is resolved, what the issue was, and how it was resolved.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
RingCentral has complex password requirement to restrict access to its service. Upon entering wrong details, user's account will be locked.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Access to user activity audit information
You control when users can access audit information
How long user audit data is stored for
Between 6 months and 12 months
Access to supplier activity audit information
You control when users can access audit information
How long supplier audit data is stored for
Between 6 months and 12 months
How long system logs are stored for
Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
Information upon request
CSA STAR certification level
Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover
Information upon request
PCI certification
Yes
Who accredited the PCI DSS certification
Information upon request
PCI DSS accreditation date
Information upon request
What the PCI DSS doesn’t cover
Information upon request
Other security certifications
Yes
Any other security certifications
  • HIPAA
  • TRUSTe Privacy Seal
  • Safe Harbour
  • CNI Compliant
  • GDPR

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
CSA CCM version 3.0
Information security policies and processes
Security is important when you move your contact centre to the cloud. We are the only cloud contact centre solution with a Trust Office because we are committed to your data’s security. Our experts make sure your important data is safe, and your contact centre system is reliable and runs at top speed. We are committed to maintaining compliance standards in both customer privacy and where customer records and financial information are stored. It is understood that the necessary
security controls should flow through the entire system and we maintain every effort to do so. In addition to standard compliance policies put in place by the following designations, our company participates
in internal process reviews periodically throughout the year.
- PCI
- 404 SOX certification
- Safe Harbor
-HIPAA
-SOC2

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
The RingCentral network and application perimeter is protected with firewalls and session border controllers. Administrative access requires authenticating through a production VPN gateway, then authenticating to local infrastructure systems. Technology layers include intrusion detection systems, system logs, and fraud analytics. Operational processes include system and service-level monitoring, system hardening, change management, and regular vulnerability scans.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
RingCentral uses Intrusion Detection Systems (IDS) to monitor network activity for suspicious traffic and attacks.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
We have NOC monitoring incidents 24x7. The security director is notified of the incident immediately. The required teams follow the approved information security incident response guide.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
We have NOC monitoring incidents 24x7. The security director is notified of the incident immediately. The required teams follow the approved information security incident response guide.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks
No

Pricing

Price
£64.99 to £154.99 a user a month
Discount for educational organisations
No
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at ukpublicsector@ringcentral.com. Tell them what format you need. It will help if you say what assistive technology you use.