RingCentral Contact Center vs Vonage Contact Center
Last Updated:Our analysts compared RingCentral Contact Center against Vonage Contact Center based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.
Product Basics
RingCentral is a cloud-based unified communications and collaboration suite. It allows teams to connect on the go with conferencing, messaging and more. Users can customize workflows and integrate with third-party APIs for better efficiency. Other offerings include skill-based routing, real-time insights, self-service and supervisor modules.
Vonage is a cloud-based phone system that boosts agent experiences by delivering Salesforce integration into reporting, routing and user experience for a service and sales cloud. This connects with customer service management to provide an all-in-one unified stage to businesses relying on customized agent, employee and customer workflows. It provides relevant and contextual data and workflows to salespeople allowing them to collaborate across organizations and deliver results using CRM insights and skill-based routing.
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Small
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Chromebook
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Mac
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On-Premise
Mobile
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Product Insights
- Convert Leads to Customers: Integrate with customer relationship management (CRM) solutions to gain valuable insight into customer actions and factors driving their decisions. Tailor responses and processes to encourage conversions.
- Improve Collaboration: Integrated GLIP messaging and other internal communication tools help employees stay informed and engaged with the workspace from anywhere.
- Ensure Quality Service: Offer multiple communication channels to customers. Connect with clients from anywhere, on any device and any platform.
- Engage Employees: Gamify internal support responsibilities to increase employee engagement. Encourage agents to complete tasks and get extra points, level up, win rewards and work towards unlockable achievements.
- Reliability: Keep business running with 99.9% uptime with SD-WAN and SmartWAN offerings. Access high-quality, pristine video, voice and messaging with minimum call drops, static and data loss. Take advantage of massive scale-out capabilities and flexibility with highly distributed architecture and nationwide coverage with disaster recovery, elevated QoS and business continuity.
- Security and Compliance: Protect customer data and company reputation with leading compliance frameworks and regulatory standards, including GDPR; SOX;FCC and CPNI; PCI for protected financial data; HITECH, HIPAA for health information and HITRUST Common Security Framework Certification.
- Ease of Use: Optimize business workflows with an intuitive business communications app. Be up and running with a plug-and-play mobile application that integrates easily with pre-existing systems.
- Unified Communications: Rely on Vonage Business Communications (VBC) that activates conversations worldwide across SMS, voice, team messaging, fax, video meetings, social and more.
- Mobility and Collaboration: Increase productivity and collaborate with team and customers virtually anytime and anywhere with over 50 features and VBC. All these are supported in more than 40 countries and over 96 numbers for local inbound calling.
- Stellar Customer Service: Collaborate with experts across the entire organization to resolve customer issues through features such as call controls and the directory, one-click login, a single interface and a complete view of presence and availability.
- Flexibility: Block callers on outbound calls, change caller ID and check what people see during a call. Manage the entire system with an admin portal and establish a local presence with any local phone number.
- Inbound Call Routing: Includes interactive voice response (IVR), computer telephony integration (CTI) and automatic call distributor (ACD). Use information from the IVR to avoid asking callers repeat questions. Connect customers to the most suitable agents for their queries.
- Outbound Features: Eliminate manual phone number entry with automated outbound dialing features, improving team efficiency and response time. Assess when and how to reach specific customers to generate more leads.
- Omni Channel Communication: Connect with customers across multiple channels in real time. Track, filter and route communications from initial contact to resolution. Contact staff through video calls, messaging, file-sharing and other collaboration tools.
- Call Monitoring Tools: Monitor calls, users, meetings, devices, queues and call quality scores and parameters. Offer real-time coaching during live calls to improve performance.
- Reporting/Analytics: Access personalized dashboards for various company-wide and department-specific metrics, including queues, user-level and usage trends, and agent performance. Create custom reports within the point-and-click interface. Monitor key performance indicators (KPIs) and send real-time alerts to agents via intelligent bots.
- SMS APIs: Video and voice functionalities integrate with message support through v-cards, images and videos, including 19 inbound and 13 outbound formats. Manage all messages across apps and send up to 10,000 messages with one API request. Use original numbers to send messages from extensions, other company numbers or departments.
- Text Messaging APIs: Use prebuilt bot adapters and frameworks such as Botkit, Errbot, Hubot and Lita. Access robust tools, like direct and group messaging support, real-time notifications, message history, message formatting and team member lists, to build a productive messaging platform within and across departments.
- Video Meetings: Create video meetings for immediate engagement. Retrieve past conference data for analysis.
- Fax APIs: Send faxes in 29 different file formats, queue messages automatically, forward and resend faxes to avoid re-rendering and consolidate multiple files in a single API request.
- Analytics: Work on a single and intuitive data layout for instant analysis of company-wide, departments or user-level trends and usage. Agents can monitor all calls, users, meetings, numbers, devices, queues, and call quality scores and parameters.
- Voice APIs: Connect any two numbers from anywhere to make calls through RingOut. Engage in calls through Web RTC-enabled browsers.
- Advanced Call Control: Enable apps to receive, make and forward calls, customize and return presence status, access Call Flip, hot-desking and Call Park, and mute extensions.
- Voicemail: Download or play back voicemail and search call logs. Access audio transcriptions of voicemail messages via speech-to-text conversion.
- Caller ID: Create caller IDs for all calls based on occasions, events and other configurations. Set advanced call routing, location-based routing and scheduling.
- Recorded Greetings: Provide business-specific voice announcements, voicemail greetings and on-hold messages.
- Real-time Notifications: Automate apps and workflows with real-time notifications, including ringing, call initiation, pick-ups, hang-ups and warm transfers.
- Call Flip: Transfer calls from mobile to desktop or vice versa with a single click.
- Cell Phone Integration: Get VoIP system functionality on a cell phone.
- Paperless Fax: Receive or send faxes anywhere or anytime. Access is available only in the US.
- Voicemail to Email: Receive voicemail recordings directly in an email inbox.
- Collaboration: Take advantage of features such as call to announce, call monitoring, call groups (forwarding calls to more than one extension at once) and team messaging.
- Conference Bridge: Connect up to 30 callers at a go with a single button.
- Virtual Assistant: Answer calls immediately through voice-driven, AI-enhanced natural language interactions.
- Call Screening: See all incoming call numbers and prioritize answering essential calls.
- Spam Shield: Check all incoming calls for phone spam; the feature is only available in the U.S.
- Call Continuity: Get instant access to automatic call rerouting during an emergency.
- Click-To-Call-Me: Give customers a quick and easy way to contact and enhance customer satisfaction rate.
- Receptionist Console: Manage a large volume of calls (up to 50) efficiently without any disturbance or dropped calls — available in US and UK only.
- Smart Numbers: Program phone numbers according to the business's exact needs. Available in the US and Australia only.
- Single Sign-On System for Cross-Domain Identity Management (SCIM): Use company credentials to log in to the product's business communications easily with centralized authentication and password management.
- Video Collaboration: Connect with customers virtually from anywhere with Meetings. Get access to video and vice collaboration plus chat. Schedule meetings right from the calendar and connect up to 150 attendees in up to 25 simultaneous videos in a single session.
- Support Plus Powered By Soluto: Take advantage of friendly remote support for IT and tech issues. Available in the US only.
- SD-WAN: Prioritize bandwidth-intensive cloud applications with SmartWAN solution and get reliable and quality service for embedded voice into VBC for Teams-available only in the US.
- Virtual Receptionist: Create a simplified and robust phone menu system IVR, customize call routing for holidays and day-offs and route callers to the right individual or department for a streamlined experience.
- Call Queue: Set up detailed messaging prompts and options to help callers connect automatically to the appropriate agent.
- Call Continuity: Route calls anywhere from a variety of options. For instance, when the team is away from the office or during emergencies.
Product Ranking
#96
among all
Call Center Software
#99
among all
Call Center Software
Analyst Rating Summary
100
96
94
100
100
94
Calling Capabilities
Collaboration
Mobile Capabilities
Phone System
Platform Capabilities
Call Routing System
Mobile Capabilities
Platform Capabilities
Voicemail and Messaging
Calling Capabilities
Analyst Ratings for Functional Requirements Customize This Data
RingCentral Contact Center
Vonage Contact Center
Analyst Ratings for Technical Requirements Customize This Data
User Sentiment Summary
184 reviews
177 reviews
RingCentral Contact Center has a 'great' User Satisfaction Rating of 83% when considering 184 user reviews from 2 recognized software review sites.
Vonage Contact Center has a 'good' User Satisfaction Rating of 75% when considering 177 user reviews from 4 recognized software review sites.
3.4 (32)
4.0 (55)
4.3 (152)
4.4 (61)
n/a
4.5 (7)
n/a
2.7 (54)
Screenshots
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