The LivePerson Conversational Cloud is a contact center solution used to create personalized, connected customer experiences across voice and messaging. The solution balances human agents, intelligent automations, and Conversational AI, across voice and messaging.
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RingCentral Contact Center
Score 8.1 out of 10
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RingCentral Contact Center is an AI-first contact center offers a set of cloud-based software plans with basic features including support for inbound and outbound call centers and IVR and ACD capabilities. Advanced features include analytics, real-time call reporting, workforce optimization analytics, and omni-channel integration with SMS, email, and social media platforms.
If there are situations where a customer is hard to reach, Tenfold allows easy pushing forward of reminders.In a high volume call system, it provides the ability to focus on your productivity and let Tenfold worry about the call logging, scheduling, and general call management on a day by day basis.
I think RingCentral Contact Center could be well suited to any workplace. I think it does well in the reliability and ease of use departments, and that covers 90% of what you need from a phone system. The added modern integration benefits are the cherry on top! I'm not sure how the pricing model works, so maybe that would be the only limiting factor as far as scenarios where RingCentral Contact Center would not be as well suited.
The sales reps were very friendly and responsive. If I ever had any questions about our account, pricing, etc., the sales team would respond to my e-mails and phone calls within minutes. They even directed my technical questions to their support staff when it was appropriate. There were several times I asked the sales team technical questions and they always connected with the right support technician.
The tech support was very knowledgeable and quick to respond. Any time I had a problem they always had a solution and it was quick to implement.
The software performed as expected. The popups worked most of the time and performance was never laggy.
Reliability: Our previous service was prone to outages, RingCentral Contact Center has been rock solid as long as we've used it.
Integration: Our IT team was able to build a custom RingCentral Contact Center dashboard on our website for our salespeople to manage inbound/ outbound calling. From there we were able to send call data directly into activities in our ERP (Acumatica).
Ease of use: It works well whether in the office or WFH (which many employees do regularly.
Outbound Calls made by Tenfold get automatically logged into Salesforce as their own individual tasks (as OBC (for Outbound Call)), however, these Tasks cannot be titled from Tenfold (e.g. "Following up on a proposal"). Similarly calls using Tenfold always creates a new task, making tasks previously created (e.g. "Call to make first contact"), either act as (mostly irrelevant) placeholders, or tasks that still require editing to make call notes, (defeating the value of the Tenfold on-call, note-taking feature).
When notes are entered into Tenfold, they can be instantly logged into the notes field of the Salesforce Task, however, if the note is longer than the 'Notes' field, this gets transferred to the 'Comments' section of the Task, with no indication that this is where it went. As such call notes can occasionally appear to have not been taken, have gone missing, or just take longer to find.
Occasionally 'click-to-dial' does not work on all numbers you might find in a browser window, and at times the Chrome Extension needs to be reset to get things up and running.
Tenfold's app doesn't automatically connect the call/task at the Opportunity level within Salesforce, which is where we do the majority of our activity. Instead it requires an extra step on every call.
LivePerson has been a great tool for our company and everything is customized. We can customize everything from the canned responses, operator surveys, and customer surveys. We receive a lot of positive information from our customers; and to be able to provide technical support of the website as well as status information for already placed orders is awesome
We have no intention of renewing our contract with Ring Central. We have had multiple outages in the past 2 years. We have been without an account manager for the past 4 months and the resolution of open issues takes 2-3 months. We were being misbilled for cancelled services for almost 12 months. We are not satisfied with the quality, support, or price of the service
RingCentral Contact Center is not just only an app or platform which allows the company to manage the telephone calls, messaging functions, social media and emails, but also allows advanced features like the possibility of easy integration with other industrial systems, and customer/call analysis functions as well. It also supports and included with AI technology as well into some extent.
We selected LivePerson LiveEngage, in large part, for the Analytics Builder, which has the ability fully manipulate the reporting data and build custom reports and dashboards rather than picking from prebuilt dashboards. Another benefit was the Design Studio that makes it easy and intuitive to build and change the graphical design of the chat invitations.
RingCentral Contact Center is the easiest to use and understand. Its interface is more accessible and visually appealing than Microsoft Teams. It has the social/enjoyable aspect with the integration of emojis and gifs, but not to the seemingly comical level of Slack.
When we moved over to Salesforce, it was the natural choice to upgrade the phone system used company-wide. I was not a part of the decision-making process, nor do I see any numbers - but from my department, it has made a positive impact on the everyday functions we are supposed to perform.
With RingCentral Contact Center we were able to connect with our customers. The feature that allows the call to be sent to the first available rep ensured that this happened.
Also, my favorite feature is the call recording and transcription feature. This allowed me to get the customer's emails without asking them to repeat if I missed them the first time. Hence, happier customers and more meetings.
RingCentral Contact Center also made it very easy to set up a mailbox for customers to leave messages and reassure them that they've connected with the right person.
