RingCentral Contact Centre via Netpremacy
RingCentral Contact Centre is a cloud based, feature complete, highly configurable call centre solution, with extensive capabilities to improve agent productivity and increase customer satisfaction. Powered by inContact (cloud contact centre market leader), and built on a fault-tolerant architecture. Ring Central Contact Centre brings unparalleled service quality alongside market-leading functionality.
Features
- Highly configurable to suit your specific business requirements
- Universal queue function
- Email and chat integration
- Advanced ACD with skills based routing
- RingCentral Advanced IVR with speech recognition
- CTI capabilities
- In-depth reporting including real time statistics and wall boards
- Agent optimization function including coaching, quality monitoring and workforce management
- Hiring and customer feedback management tools
- Ring Central Omni-channel contact centre solution
Benefits
- Significant cost savings with RingCentral
- Geo-redundant, fault tolerant architecture
- Highly scalable platform for any enterprise size or growth rate
- Seamless working across multiple locations and remote agents
- Maximised effectiveness of customer self service
- Cross platform universal queues for better agent organisation
- Improved productivity with innovative, market leading tools
- Simple Ring Central user experience across all devices
- Ring-Central is the leading solution recognised by Gartner
- Full omni-channel solution with WFO, detailed analytics and CRM integrations
Pricing
£64.99 to £154.99 a user a month
Service documents
Request an accessible format
Framework
G-Cloud 10
Service ID
3 6 7 0 0 6 1 5 2 2 0 3 1 4 7
Contact
Netpremacy Limited
Andrew Eden
Telephone: 0113 366 2008
Email: aeden@netpremacy.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 most business 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 120MB disk space
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- RingCentral offers 24x7x365 support via email, phone and live chat. 80% of calls answered within 60 seconds by our UK premium support unit. Web and other escalations are responded to in under 1 hour.
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.0 AAA
- 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 offers 24x7x365 web chat support easily accessible from the support section of their website.
- Web chat accessibility testing
- RingCentral web chat interface is easily accessible and very intuitive.
- 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 require onsite support, our Professional Services team will work with you on the best solution.
- Support available to third parties
- No
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
-
- Other
- Other documentation formats
-
- Videos
- Online user community
- End-of-contract data extraction
- When the contract ends, 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 license fee per user per month as well as any Professional Services costs (one off payment). Based on the 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 10
- Internet Explorer 11
- Microsoft Edge
- 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 how to use the solution.
- Accessibility standards
- None or don’t know
- Description of accessibility
- RingCentral Contact Centre is an easily accessible and very intuitive cloud solution.
- Accessibility testing
- RingCentral Contact Centre is an easily accessible and very intuitive cloud solution.
- 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
-
- 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% uptime.
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 will also allow you to export data into the systems of your 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 allows you to go as granular as your 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 support
- Organisation whose services are being resold
- RingCentral
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 geo-redundancy in mind and provides 99.99% service uptime. We will share on financial compensation adjustments associated with under-performance upon request. All data is stored and processed in world-class data centres, 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 in to 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 centre (NOC) operates 24/7/365 to ensure optional system configuration and service availability. Our engineers continuously monitor systems, metrics and alarms. The 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 (immediate 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 users account will be locked.
- Access restriction testing frequency
- At least once a year
- Management access authentication
-
- 2-factor authentication
- Identity federation with existing provider (for example Google Apps)
- 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 made available upon request
- CSA STAR certification level
- Level 3: CSA STAR Certification
- What the CSA STAR doesn’t cover
- Information made available upon request
- PCI certification
- Yes
- Who accredited the PCI DSS certification
- Information made available upon request
- PCI DSS accreditation date
- Information made available upon request
- What the PCI DSS doesn’t cover
- Information made available upon request
- Other security certifications
- Yes
- Any other security certifications
-
- HIPAA
- TRUSTe Privacy Seal
- Safe Harbour
- CNI Compliant
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 the 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 Harbour; 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 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 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