RingCentral

RingCentral Omni-Channel Contact Centre

RingCentral Contact Centre is an innovative cloud-based omni-channel Contact Centre platform. Integrating the best in UCaaS, CCaaS and workforce optimisation into a single suite. Simplifying management, increasing customer satisfaction and improving agent performance. Offering omnichannel/skills-based routing, workforce management, real-time analytics/dashboards, outbound capabilities, Speech Analytics, Conversational AI, advanced integrations and more.

Features

• Omni-channel Contact Centre: UCaaS, CCaaS and Workforce Optimisation.
• Deep integration with RingCentral MVP. Promoting Telephony and Agent collaboration.
• Skills-based omni-channel routing: voice, digital, social, chat and email interactions.
• CCaaS Features: Outbound Dialler, IVR, Chatbot, SMS and PCI Compliant.
• Microsoft Teams Certified Contact Centre (NICE CXone Agent)
• Automated Call Recording with configurable retention periods/long-term storage options.
• Real-time Analytics, Supervisor, Reporting Tools, Dashboards across all available channels.
• Workforce Management, Quality Management, Performance Management and Speech/Text Analytics.
• Powerful API Suite: Native integrations Microsoft Dynamics, ServiceNow and more.
• Flexible Contact Centre platform. Open APIs for custom integrations.

Benefits

• A Gartner leader for Contact Centre as a Service (CCaaS)
• Create an agile workforce. Seamless remote agent working experience.
• A simple and consistent Agent experience across all devices.
• Our integrated platform promotes collaboration/communication between front and back office.
• Promote Digital inclusion: Interact via the customer’s chosen media channel.
• Reduce Costs: Benefit from increased Agent productivity and accelerated sales.
• An infinitely scalable solution that will future-proof your organisation.
• World-class Security: Cyber Essentials Plus and ISO27001 certified.
• Highly reliable. We commit to a 99.99% uptime SLA.
• Increased customer satisfaction: Improved first-time resolution and personalised experience

£40 to £123 a user a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at ukpublicsector@ringcentral.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

459747208397449

Contact

Chris Bayliss
0800 098 8340
ukpublicsector@ringcentral.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 MVP or other telephony systems as well as with most businesses 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 8.1/10 - MacOS current and most recent
  • Intel i3 or higher with 3GHz minimum
  • 2GB of available RAM
  • Minimum 1GB disk space

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Urgency Priority 1 Initial Response Time : All phone calls are answered on average less than 5 minutes Urgency Priority 2 Initial Response Time: All phone calls are answered on average less than 5 minutes Urgency Priority 3 Initial Response Time: All phone calls are answered on average less than 5 minutes. Web Cases:< 8 Hours Urgency Priority 4 Initial Response Time < 24 Hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• 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: WCAG 2.1 A
• Web chat accessibility testing: N/A
• 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 required onsite support, our Professional Services team will work with you on the best solution.
• Support available to third parties: Yes

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:
  • HTML
  • PDF
• End-of-contract data extraction: When the contract end, 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 licence fee per user per month as well as Professional Services cost (one off payment). Based on 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:
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• 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 and relearn how to use the solution when moving between devices.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Moves, adds, changes, deletions (MACDs) can be made instantly through the administrator interface. RingCentral provides an administrator portal which allows a system administrator with the highest levels of access to control every aspect of the solution. There are no charges associated with the administrative portal or with making a change. The only costs are the subsequent charges for added services. RingCentral is also able to perform adds, moves, and changes on your behalf if desired at no cost.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: RingCentral and its partner NICE CXone 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:
  • Open API (also known as Swagger)
  • PDF
  • 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%.

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 also allow you to export data into the systems of you 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 allow you to go as granular as you 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 features and support
• Organisation whose services are being resold: NICE CXone (prev inContact)

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)
  • Other locations
• User control over data storage and processing locations: Yes
• 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 and geo-redundancy in mind and provides 99.99% service uptime. We will share on financial compensation adjustments associated with underperformance upon request. All data is stored and processed in world-class datacentres 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 into 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 optimal system configuration and service availability. Our engineers continuously monitor countless systems, metrics, and alarms.; ; There 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 (immediately 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.; ; Service status can be checked at: https://status.ringcentral.com

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: RingCentral Contact Centre can integrate with third-party Single-Sign-On (SSO) providers, like Okta and Azure AD, that adhere to SAML 2.0.
• Access restrictions in management interfaces and support channels: RingCentral has complex password requirement to restrict access to its service. Upon entering wrong details, user's account will be locked.; ; Within the RingCentral administration portal, users can apply role based access control to ensure only designated users have access to certain functions.
• 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
  • Other
• Description of management access authentication: RingCentral Contact Centre can integrate with third-party Single-Sign-On (SSO) providers, like Okta and Azure AD, that adhere to SAML 2.0.

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: Yes
• Who accredited the ISO/IEC 27001: Coalfire
• ISO/IEC 27001 accreditation date: 14/12/2020
• What the ISO/IEC 27001 doesn’t cover: The organisational scope includes the Executive Leadership, Chief Information Security Office, the Chief Information Office, Cloud Operations, Product and Technology, Legal, Chief People Office and Chief Digital Office teams affecting the Information Security Management System.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 30/09/2019
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/a
• PCI certification: Yes
• Who accredited the PCI DSS certification: CompliancePoint Inc.
• PCI DSS accreditation date: 28/04/2022
• What the PCI DSS doesn’t cover: The Assessment covered the RingCentral Contact Centre platform in Europe.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • HIPAA
  • SOC 2+ HiTrust
  • GDPR
  • ISO27001 for Data Centres

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 that 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 Harbor; -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 incident 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 incident 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

Social Value

• Fighting climate change:

  Fighting climate change

  RingCentral is committed to fighting climate change through reducing its effect on the environment. As a cloud-based service, RingCentral inherently makes connecting, communicating and collaborating easier. We believe that printing documents and travelling to meetings — and thereby using non-renewable resources — can be substantially reduced, or even become a thing of the past, by using our technology. Our efforts go far beyond our service, because sustainability is ingrained into all of our operations. We want to make it easy for our employees and business partners to have an impact on the environment. One example is that we offer sustainable food options at all of our locations, as well as electric vehicle charging stations and composting programs. In 2019 (pre-pandemic) RingCentral and its customers used 32,942,528 hours of audio and video conferencing, helping to reduce travel and associated greenhouse gases. What does this mean for public sector organisations? With our technology, we can help reduce your carbon footprint by: - Enabling people to work productively from home with our cloud-based secure platform - Not investing in expensive on-premises infrastructure which consumes a significant amount of energy, contributing to your carbon footprint and helping you to meet your CSR targets.

Pricing

• Price: £40 to £123 a user a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at ukpublicsector@ringcentral.com. Tell them what format you need. It will help if you say what assistive technology you use.