RingCentral Adds Cloud Contact Center to Its Portfolio

RingCentral, a cloud-based business communications provider, has added contact center capabilities to its portfolio. The new RingCentral Contact Center is powered by inContact; inContact is a third-party provider of cloud contact center software that has deployed over 2,000 cloud contact center instances. The new contact center features are integrated with RingCentral Office.

The contact center services support multi channel agents with customer engagements through voice, email, chat, and SMS. Other standard contact center features are included such as skills-based routing, IVR capabilities, and real-time reporting capabilities to help administrators monitor business performance.

RingCentral Contact Center will be available starting next month May 2015 in the U.S. and Canada, offered via monthly subscription. The service is bundled into packages with the basic tier supporting a voice channel; an advanced tier that adds multichannel support for email, chat and SMS; and an ultimate edition that adds automated outbound voice calling.

Commenting in a statement about the new service, Ring Central CEO said, “We’re excited to offer the most comprehensive cloud communications solution that now includes contact center capabilities. We are pleased to partner with inContact, the industry leader in cloud contact center software. We believe RingCentral Contact Center integrated with our Office product will provide unmatched value and the most innovative solution for businesses.”

Paul Jarman, inContact CEO, added, “RingCentral is a clear leader in the cloud unified communications industry and we are excited to be integrated as their new contact center offering. With their recent momentum in the cloud space and their industry leading enterprise communication platform, we believe that RingCentral is uniquely positioned to help inContact drive strong growth in the coming years.”

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