RingCentral Engage Voice Reviews

Pros

The reports are very accessible, simple to process and download and the platform is simple to use overall. The agents really enjoy working with it too.

Cons

The dashboard for monitoring agents and handling follow up could use some improvement.

Pros

I really appreciated being able to use my personal phone while keeping a separate app and number for business calls. They also provide both a desktop version and a computer app which can definitely be useful depending on how you work.

Cons

There were quite a few problems with this software and customer service was the biggest one by far. Most of my interactions were long, frustrating support experiences instead of helpful ones and it was common to spend 45 minutes to an hour trying to get assistance. Whenever I ran into an issue, I felt like I was being passed from one department to another and a lot of the representatives didn't seem to know the product very well. Honestly, sales was the only team that really seemed to understand the platform. The desktop version also feels outdated and could really use newer features. The interface wasn't very practical for bulk texting either since messages had to be sent individually by account and if you wanted to send in bulk, you were limited to 10 contacts at a time. On top of that you had to enter contacts by name instead of selecting from a visible contact list. Contact organization felt old and inefficient too. You couldn't tag accounts or make searches simple. There were also a lot of built in features that just didn't fit my business needs, like video conferencing, automated text scheduling and RingCentral's own chat system. Since I run a storefront, I had no real use for video conferencing yet when customers texted about appointments, the system would automatically create reminders tied to a video conference. I liked the reminder part but not the video meeting setup. Their chat feature was also unnecessary for me and at first it was confusing to tell what was a regular text service versus what was RingCentral chat. Because this isn't something most customers already recognize, that feature ended up feeling pointless.

Pros

One thing I've really appreciated about RingCentral is how much simpler it has made working and collaborating with my team.

Cons

I honestly haven't received any negative feedback from our customers and the overall experience has been excellent.