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Arrow Business Communications Limited

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.

Features

  • Single pane of glass for voice and all digital
  • Omnichannel reporting and analytics
  • Leverage AI-generated summaries for reduced post-call work
  • Utilise RingSense AI to evaluate call scores, customer-sentiment-analysis
  • Gain real-time access to crucial data, and other vital metrics.
  • Administer from a single interface
  • Unified with RingEX App
  • Key CRM integrations
  • Built on a secure cloud platform-
  • with a robust portfolio of security and compliance certifications

Benefits

  • Enable seamless customer conversations across 20+ channels
  • 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 a single interface
  • Get a complete view of digital performance with unified reporting

Pricing

£16 to £20 a user a month

Service documents

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 gcloud@aro.tech. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

8 8 9 3 1 2 7 0 9 8 0 9 2 0 0

Contact

Arrow Business Communications Limited John Loftus
Telephone: 07545 929225
Email: gcloud@aro.tech

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

Social Value

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.

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

Service documents

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 gcloud@aro.tech. Tell them what format you need. It will help if you say what assistive technology you use.