RingCX

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: Windows 8.1 (64-bit), or later

MacOS 10.13 (High Sierra), or later

Intel Skylake-class 6th Gen-i3, i5, or i7 processor, or later

MD Excavator-class (2015) processor, or later

At least 8 GB of RAM

Minimum bandwidth requirements for Meetings:

Two participants: 1 Mbps download/upload

Two+: 1.5 Mbps download/upload

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.
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

PDF
End-of-contract data extraction: When the contract end, users will be able to extract their data. All customer data is destroyed within 30 days of 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: As a contact centre solution, Ring CX is designed to take advantage of desktop browsers. There is no difference in the user experience between supported browsers.
Service interface: Yes
User support accessibility: None or don’t know
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: None or don’t know
Description of accessibility: 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.
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 is available at https://developer.ringcentral.com/
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, users can choose 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.

This is supplemented with powerful analytics for reviewing performance and aspects such as Quality of Service and MOS (Mean Opinion Score) values.

We 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: Not a reseller

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: Historical Reports (CSV/Excel)

Historical Dashboards (PDF)

Export Phone Numbers (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: RingCentral's platform has been designed from the ground up with high availability and geo-redundancy in mind.

RingEX has a guaranteed 99.999% service uptime. We will share on financial compensation adjustments associated with underperformance upon request.
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 centre (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: Public key authentication (including by TLS client certificate)

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 requirements to restrict access to its service. Upon entering the wrong details multiple times 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:
• RingCentral Message, Video, Phone (MVP)
• 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: ISO27017

ISO27018

ISO22301

ISO 27001 compliance (data centres)

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. 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: RingCentral’s 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: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Our Network Operation Centre 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: Our Network Operation Centre 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

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.

We have publically committed to achieving Carbon Zero by 2050.

We are happy to work with customers to help identify how using our services can help them reduce their own carbon footprint.

Pricing

Price: £16 to £20 a user a month
Discount for educational organisations: No
Free trial available: No

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

RingCX

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents