RingCentral ® | Contact Center Functional Matrix For internal use only
Base Packages Matrix:
All versions of the product include voice routing and management, agent desktop, administration tools including reporting, and
dashboards, call monitoring, call recording, powerful administrative and development tools, as well as automatic upgrades and full
disaster recovery with automatic failover.
The table below provides detailed information on the base set of RingCentral Contact Center packages and the capabilities provided in
each package.
Feature and Feature and
Basic Advanced Ultimate Basic Advanced Ultimate
functionality functionality
Summary functional Voice Blended inbound /
Omnichannel Zip tones
approach only outbound calling
Call capabilities Follow-the-sun
Phone calls routing
Skills-based routing Priority account
Transfer queuing
Conference Inbound call VM with
Omnichannel email delivery
capabilities Touch-tone menus
Omnichannel Call recording
agent desktop
Simple screen pops
Email
Web chat Warm call transfer
Chatbot Whisper tone
(keyword based)
Promise keeper
Outbound phone call
from chat Agent-level routing
Fax (Requires third- Agent notification
party capability: see on desktop with key
option table below) customer
Social media information
(Requires third-
Blind call transfer
party search)
Work item / Customized text
Case routing to speech
SMS After call disposition
(Not available in the UK)
Advanced IVR
Basic IVR
functionality
functionality
Open, close times Advanced screen
with multiple branch pop— highly
options customized
interactive
Emergency routing
integration
On-hold music
(stock or uploaded) Inbound call VM with
email delivery
Customized
messages to Self-service IVR
inbound callers with data dip
RingCentral ® | Contact Center Functional Matrix For internal use only
Feature and Feature and
Basic Advanced Ultimate Basic Advanced Ultimate
functionality functionality
Advanced IVR functionality continued Real-time and
historical reports
IVR speech
recognition Prebuilt and
(Requires speech custom reports
recognition licenses)
API-level access to
Customer callback reporting data
Audible queuing
Customizable for
times, status, count
agents and managers
Inbound call VM
with custom queue Apple mobile
inclusion supervisor app
Programming-based Call recording
customizable IVR and playback
actions
Administration /
Voice Ports— configuration
A voice port is environment
required for each
Security-based
simultaneous con-
1 2 2.5 profiles
versation
including inbound Central
and outbound and administrative
self-service IVR environment
RingCentral Office Skills-based
interoperability proficiencies
Extension-to- Agent address books
extension dialing
Development
Glip expert environment
consultation
Drag and drop
Voicemail handling studio development
environment
Fax handling
Omnichannel and
Meetings
advanced function
Video conferencing dev tools
Screen share Reporting
Transfer / dashboards
conference across Customizable for
UC and CC agents and managers
Supervisor tools
Advanced multi-
Monitor, whisper, input reporting
barge-in and dashboards
RingCentral ® | Contact Center Functional Matrix For internal use only
Feature and Feature and
Basic Advanced Ultimate Basic Advanced Ultimate
functionality functionality
Outbound Data integration
capabilities APIs
Admin APIs
Manual outbound
dialing Agent APIs
Click to call Authentication APIs
Outbound compliant Real-time data APIs
calling mode Reporting APIs
Chat APIs
Personal connect
outbound Reliability,
scalability, security
Campaign
Active / active
management
disaster recovery
Blended inbound and Compliant to PCI /
outbound automated HIPAA / and many
dialing other security
standards
Predictive,
Flexible system
progressive dial
scalable to
thousands of agents,
fast and easy to
add agents
as needed
Optional capabilities:
There are a number of optional capabilities that are available for RingCentral Contact Center but require additional charges. These
capabilities provide value that will be critical to some of our customers and not required by others.
Minimum
Capability Description
required package
Allows callers to speak to the IVR instead of requiring them to enter touch tones for
Speech recognition Advanced
interactions. Charged on a per-minute basis.
A powerful tool that provides dashboards that include information from the
inView performance Contact Center system as well as third-party software such as CRM systems to
Any
management help manage call center performance. Also provides insight into agent
performance as well as gamification.
Workforce management Scheduling shift management, time of tracking, forecasting, and adherence. Any
Voice and screen recording and playback. Scorecards, dashboards, scoring tools
Quality management Any
with normalization.
Analyze all interactions and provide actionable insights, automated topic and trend
Speech and text analytics Any
discovery, sentiment analysis, and many searches and filters.
Call recordings and transcripts, voicemail recordings, and chat transcripts
Extended short term storage Any
available and charged per GB.
RingCentral ® | Contact Center Functional Matrix For internal use only
Minimum
Capability Description
required package
Call recordings and transcripts, voicemail recordings, and chat transcripts
Archiving / long term storage Any
available and charged per GB.
Per user charge: Search for keywords, route, and manage private messages and
Social media support Advanced
direct messages.
Advanced capabilities that allow companies to use analytics to decide when to
Advanced chat and co-browse offer a chat, tools to build pop-up chat boxes, and allow agents and customers to Advanced
co-browse as needed.
Customer survey application: Flexible multichannel customer survey tool to gather
Echo survey Any
customer feedback.
CRM vendor monthly fee Monthly fee for SFDC. Also Oracle: pass through of charges from the vendor. Any
Screen and voice recording Charged on a per GB basis—different charges for short term storage and archiving. Any
Auto attendant Dial by name to agents in the contact center. Any
English and Spanish are included. Additional languages available at
TTS language packs Any
additional charges.
Desktop app—lives in the agent desktop. Agent workstation desktop application
Embedded agent Any
does the actual lookup.
• 24/7 tech support via voice, chat, and portal
• 24/7 customer care
• Key Account Manager
• Technical Account Manager
Contact center
• Two (2) account reviews per year Any
premier support
• Three (3) Professional Services hours per month
• Twenty percent (20%) Professional Services discount
• Twenty percent (20%) educational discount
• Catalog of self-paced, webinar, and instructor-led courses
Fax handling Charge for third-party application. Advanced
RingCentral ® | Contact Center Functional Matrix For internal use only
Contact Center
Description Replaces
RingCentral Contact Center—Automatic call distribution (ACD) continued:
• Universal queue for all channels
• Interactive voice response (IVR) On-premise call center ACD
• Skills-based routing Call recording software and hardware
• Proficiency ratings to prioritize agent skill levels
• Automated self-service functionality
• Full-time recording of calls
RingCentral Contact Center—Reporting and dashboards:
• Real-time customizable dashboards (widget based)
• Extensive, customizable historical reporting Limited reporting from alternative systems
• Supervisor On-The-Go™ (iPad app—control on the go)
• Custom SLA based tracking and notifications
• Reporting on more than 400 unique contact center metrics/fields
RingCentral Contact Center—Value add:
• Automatic callback technology
• Multichannel
• Passive voice monitoring as a service
• 99.99% uptime contractual guarantee
• Future proof: two to three upgrades per year
• Ultimate scalability
• Full global redundancy and meshed network
• Open cloud platform for system connectivity
RingCentral Contact Center—Room to grow
• Workforce management and workforce optimization
• Performance management
• Outbound dialer for marketing/call campaigns
• Gamification technology
• Screen recording
• Speech analytics
• inView KPI-driven data aggregation tool
• Survey options
RingCentral ® | Contact Center Functional Matrix For internal use only
Description Replaces
Contact Center Premier support:
• 24/7 tech support via voice, chat, and portal
• 24/7 customer care
• Key Account Manager
• Technical Account Manager Current support and maintenance costs
• Two (2) account reviews per year
• Three (3) Professional Services hours per month
• Twenty percent (20%) Professional Services discount
• Twenty percent (20%) educational discount
• Catalog of self-paced, webinar, and instructor-led courses
Contact Center Professional Services
• Simplified setup for base configurations
• Full service integration and deployment services
• Managed services options
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