We are happy to share some insights about RingCentral drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.
We recently published three Ventana Research 2023 Contact Center Suites Buyers Guides, an assessment of technology vendors and products that provide individual and combined
In all of our Buyers Guides we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact center suites. We evaluated RingCentral and 21 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our benchmark research on contact center suites and agent management.
In the overall Contact Center Suites Buyers Guide, our analysis classified RingCentral as Innovative, ranking 10th in the overall research with a 64.2% performance. RingCentral’s best performance came in Product Experience
RingCentral’s Product Experience was impacted by its 62.0% performance in Manageability, where it could continue to update the breadth and depth of capability for technology administration by non-IT. Customer Experience was impacted by its 59.6% performance in TCO/ROI, where it could include more compelling documentation in how it assists the buyer in calculating TCO.
RingCentral performed best in Product Experience, notably in Capability, where its 67.9% performance was due to its strong interaction routing, as well as its widely available integrations with communication tools.
In the Contact Centers Buyers Guide, Our analysis classified RingCentral as Innovative, ranking 10th in the overall research with a 64.2% performance. RingCentral’s best performance came in Product Experience
RingCentral’s Product Experience was impacted by its 62.0% performance in Manageability, where it could continue to update the breadth and depth of capability for technology administration by non-IT. Customer Experience was impacted by its 59.6% performance in TCO/ROI, where it could include more compelling documentation in how it assists the buyer in calculating TCO.
RingCentral performed best in Product Experience, notably in Capability, where its 67.9% performance was due to its strong interaction routing, as well as its widely available integrations with communication tools.
RingCentral did not meet the inclusion criteria for the Agent Management Buyers Guide and thus was not included.
This assessment was based on RingCentral Contact Center, v. Summer ‘23, and was available in July 2023.
This research-based index is the most comprehensive assessment of the value of contact center suites software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included vendors that wish to learn more can click here. Click below to read the individual reports:
Contact Center Suites Buyers Guide