RingCentral RingCX
RingCX is RingCentral's AI-powered customer service platform that integrates all communication channels (voice, chat, video) into a single system for agents and customers. It aims for easy use, fast deployment, and improved customer experience through features like chatbots and analytics. bssgc
Features
- Single pane of glass for voice and all digital
- Omnichannel reporting and analytics
- Before, during and post interactions
- Leverage AI-generated summaries for reduced post-call work
- Utilise RingSense AI to evaluate call scores
- Gain real-time access to crucial data
- Administer from a single interface
- Unified with RingEX App
- Key CRM integrations
- Built on a secure cloud platform
Benefits
- Enable seamless customer conversations
- Boost agent productivity and accelerate onboarding by empowering hybrid agents
- Self-manage, streamline, and unify voice and digital operations
- Advanced workforce and quality management, including agent scheduling and forecasting
- Increase CSAT by offering the channels your customers prefer
- Boost agent performance with a unified view of customers
- Streamline digital administration and management under a single platform
- Eliminate app switching by handling all interactions in one interface
- Get a complete view of digital performance with unified reporting
Pricing
£50 a user a month
- Education pricing available
- Free trial available
Service documents
Request an accessible format
Framework
G-Cloud 14
Service ID
5 1 7 1 0 1 5 7 1 2 1 8 0 3 8
Contact
Bytes Software Services
Chris Swani
Telephone: +44 (0) 7951 326815
Email: tenders@bytes.co.uk
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
- RingEX is a standalone solution and it can interoperate with other RingCentral services. It also comes with out-of the-box-integrations such as Google, Office 365, Teams, SalesForce, Box, Zendesk and many others.
- Cloud deployment model
- Public cloud
- Service constraints
- RingEX is a pure cloud solution which can be run on Windows, Mac, Android, and iOS as well as being available via WebRTC.
- System requirements
-
- Internet access
- Windows 8.1 (32 and 64-bit) or later
- Mac OS 10.13 (High Sierra) or later
- Minimum Intel Skylake-class 6th Gen i3, i5, i7
- AMD Excavator-class (2015) processor or newer
- 8GB of RAM or more
- RingCentral App Web minimum Chrome 83, Firefox 77, Safari 13
- RingCentral App Web minimum Edge-Chromium 80, Edge 18
- Operational Microsoft Office 365 Tenant
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
-
"We have partnered with eSSENTIAL Accessibility to administer our accessibility program and oversee its governance. Their accessibility program evaluates our digital products on an ongoing basis in accordance with best practices and is supported by a diverse team of accessibility professionals, including users of assistive technologies. The platform, moreover, goes beyond minimum compliance requirements by making an assistive CX technology application available to customers who have trouble typing, gesturing, moving a mouse, or reading.
The application is free to download and incorporates tools such as mouse and keyboard replacements, voice recognition, speech enablement, hands-free/touch-free navigation, and more." - 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. RingCentral is also able to provide additional levels of support or managed services approach which can be defined with a customer.
- Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- RingCentral provides an end-to-end service to achieve a successful implementation and go-live of the services. A robust, yet adaptable, framework encompasses core activities including project initiation, discovery, detailed design, build & configuration, pilot implementation, number (DDI) porting, user and administrator training, acceptance testing, go-live checkpoint and service transition. The training can be both onsite and online based on customer's 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
- 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
- At the end of a contract, numbers can - if required - be ported from RingCentral to another supplier following the standard industry process.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Microsoft Edge
- Firefox
- Chrome
- Safari
- 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 Office is a cloud based solution and is available anytime, anywhere on the device of your choice, via a desktop and mobile client. 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. We provide a consistent experience across devices with a similar look and feel, navigation and functionalities. With RingCentral you users do not need to learn and relearn how to use the solution.
- 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
-
"We have partnered with eSSENTIAL Accessibility to administer our accessibility program and oversee its governance. Their accessibility program evaluates our digital products on an ongoing basis in accordance with best practices and is supported by a diverse team of accessibility professionals, including users of assistive technologies. The platform, moreover, goes beyond minimum compliance requirements by making an assistive CX technology application available to customers who have trouble typing, gesturing, moving a mouse, or reading.
The application is free to download and incorporates tools such as mouse and keyboard replacements, voice recognition, speech enablement, hands-free/touch-free navigation, and more." - API
- Yes
- What users can and can't do using the API
-
RingCentral provides an open API platform for businesses to build communications capabilities in the business applications and systems of their choice.
More information available on https://developer.ringcentral.com/ - API documentation
- Yes
- API documentation formats
-
- Open API (also known as Swagger)
- Other
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
- With RingCentral, users can chose the way they communicate by customising call configurations and call flows as well as setting up the devices of their choice. As part of RingCentral's no code/low code/full code approach, further customisation is available through using the OpenAPIs for integration into other business applications, either via low code or full code.
Scaling
- Independence of resources
- RingCentral's 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 up to 99.999%..
Analytics
- Service usage metrics
- Yes
- Metrics types
- RingCentral provides full call log and call recording details as well as call costs in the online management portal. We also provide live reporting at an additional cost, which provides full live reporting capabilities allowing for wallboards based on queue, group, team or individual reporting.
- 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)
- 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
- 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 users will be able to easily export their data from the RingCentral online management portal.
- Data export formats
-
- CSV
- Other
- Other data export formats
- JSON
- 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
- RingCentral's platform has been designed from the ground up with high availability and geo-redundancy in mind.RingCentral guarantees up to 99.999% service uptime. We will share on financial compensation adjustments associated with underperformance upon request. RingCentral invests in a world-class Network Operations Center, which is monitored 24/7/365 by highly skilled engineers to support up to 99.999% availability.
- Approach to resilience
- RingCentral’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. In case of a local internet failure, all calls can fail over to mobile devices.
- Outage reporting
-
RingCentral’s network operations center (NOC) operates 24/7/365 to ensure optimal system configuration and service availability. Our engineers continuously monitor countless systems, metrics, and alarms. RingCentral uses 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
-
"Users can set up multi-factor authentication in any RingCentral app or in the RingCentral Admin Portal.
- Google Authenticator
- Microsoft Authenticator
- Okta Verify" - Access restrictions in management interfaces and support channels
- RingCentral has complex password requirement to restrict access to its service. Upon entering wrong details a 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
-
"Users can set up multi-factor authentication in any RingCentral app or in the RingCentral Admin Portal.
- Google Authenticator
- Microsoft Authenticator
- Okta Verify"
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
- RingCentral, Inc
- ISO/IEC 27001 accreditation date
- 20/03/2023
- What the ISO/IEC 27001 doesn’t cover
-
"The certificate scope comprises the Information Security Management System (ISMS) supporting the technology, processes, and operations underlying the following products:
• RingEX
• RingCX
The organizational 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. These activities are governed by the implemented controls in accordance with the organizational Statement of Applicability, which further extends to the additional objectives defined within both ISO/IEC 27017:2015 and ISO/IEC 27018:2019." - ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- Yes
- Other security certifications
- Yes
- Any other security certifications
-
- ISO 27017
- ISO 27018
- ISO 22301
- ISO 27001
- GDPR
- German BSI C5
- HITRUST CSF Certified
- HIPAA
- SOC 2+ FINRA CSR
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- Yes
- Security governance standards
- ISO/IEC 27001
- Information security policies and processes
- Security is a crucial component of the RingCentral system. The security of RingCentral’s cloud services encompasses multiple layers and many components, from policies and methodologies to service architecture. Security capabilities and settings reside in the application and infrastructure layers, within the service delivery and operations processes, and the company’s security policies and governance practices. RingCentral is compliant with both SSAE16 SOC-1 Type II and SOC-2 Type II in addition to being PCI compliant. RingCentral undergoes yearly security audits from third party organisations to ensure high levels of security for data at rest, and during transmission. Additional information of our approach to security can be read at this link: https://www.ringcentral.co.uk/trust-centre.html#security
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 is continuously monitoring for threats to operational services with an infrastructure that incorporates Intrusion Detection Systems (IDS) and other defence in depth elements to monitor network activity for suspicious traffic and attacks. Threat intelligence is gathered from multiple sources, including CVE, and subject to the criticality, patches are deployed inline with RingCentral's policies.
- 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
- Yes
- Connected networks
- Joint Academic Network (JANET)
Social Value
- Social Value
-
Social Value
Fighting climate changeFighting climate change
We take our environmental management and the impact we have on the environment very seriously. We have environmental policies in place and hold the ISO14001 accreditation. Our environmental assessments are conducted annually by an external Lead ESOS Assessor; they are signed-off by the board and compliance reported to the regulator (the Environment Agency). Our environmental policy is published on our website at https://www.bytes.co.uk/company/sustainability/environmental.
Bytes achieved carbon net zero in March 2022 through approved carbon offsetting schemes. We are always seeking to reduce our impact on the environment. We aim to minimise waste, reduce pollutants and use renewable materials. Our offices have recycling facilities for cans, plastic and paper. We aim to reduce our office printing to zero within the next few years.
An Environmental Steering Committee has been established to coordinate environmental activities and drive change.
To drastically reduce our emissions, we have switched to renewable energy. Our Head Office has reached our first milestone of using a specialist 100% renewable electricity provider. We are also exploring options to install solar panels on our Headquarters building.
Other environmental initiatives include installing electric vehicle charging points and encouraging staff to commute to work without the car (setting up a car share network and installing secure cycle parking).
We produce a SECR (Streamlined Energy and Carbon Reporting) report that details the companies energy consumption and carbon emissions. This report is produced annually by an independent assessor.
This report provides details of our emissions in Scope 1, 2 and 3 categories. It details the activities previously taken to reduce emissions and also recommendations for further improvements.
For scope 1,2 and 3 emissions we aim to reduce these by 50% by 2025-2026 from our 2021 baseline.
We aim to be Net Zero by 2040, covering our own operational emissions.
Pricing
- Price
- £50 a user a month
- Discount for educational organisations
- Yes
- Free trial available
- Yes
- Description of free trial
- RingCentral offers a 14-day trial which is a limited version of our services but will help buyers familiarise themselves with our solution, key functionalities and user experience
- Link to free trial
- https://www.ringcentral.co.uk/office/plansandpricing.html