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AVOXI vs RingCentral Contact Center

Last Updated: November 18th, 2024

Our analysts compared AVOXI vs RingCentral Contact Center based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots

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Product Basics

Avoxi is a cloud-based communication platform that simplifies customer interactions with a fully integrated communication experience. Users can manage agents, phone numbers, call routing protocols and customer service data on the go. It offers remote team management, inbound call routing, monitoring and reporting, outbound dialing and more.

RingCentral Contact Center is a cloud-based call center solution designed to enhance customer interactions and streamline operations. It's ideal for businesses of all sizes seeking to improve their customer service capabilities. Key benefits include its omnichannel support, allowing agents to handle inquiries across multiple channels, and its advanced analytics, providing valuable insights into call center performance. Popular features include call routing, IVR, call recording, and real-time reporting. Compared to similar products, RingCentral Contact Center stands out for its user-friendly interface, ease of deployment, and cost-effectiveness.

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Product Insights

Cost Efficiency: AVOXI reduces operational costs by eliminating the need for physical infrastructure and maintenance, allowing businesses to allocate resources more effectively.
Scalability: Easily scale your call center operations up or down based on demand without the need for significant investments in hardware or software.
Global Reach: AVOXI provides international phone numbers and local presence in over 170 countries, enabling businesses to expand their global footprint effortlessly.
Enhanced Customer Experience: With features like call routing, IVR, and real-time analytics, AVOXI ensures that customers receive prompt and efficient service, improving overall satisfaction.
Flexibility: The cloud-based nature of AVOXI allows agents to work from anywhere, providing flexibility and supporting remote work environments.
Improved Agent Productivity: Tools such as call recording, monitoring, and analytics help supervisors train and manage agents more effectively, leading to higher productivity levels.
Data-Driven Decisions: Access to detailed call analytics and reporting enables businesses to make informed decisions based on real-time data and trends.
Business Continuity: AVOXI's cloud infrastructure ensures that your call center operations remain uninterrupted during unforeseen events, such as natural disasters or technical failures.
Integration Capabilities: Seamlessly integrate AVOXI with CRM systems, helpdesk software, and other business tools to streamline workflows and enhance operational efficiency.
Security and Compliance: AVOXI adheres to stringent security protocols and compliance standards, ensuring that customer data is protected and regulatory requirements are met.
Customizable Solutions: Tailor AVOXI's features to meet the specific needs of your business, ensuring that you get the most out of the platform.
24/7 Support: Benefit from round-the-clock customer support to resolve any issues promptly and keep your call center running smoothly.

Convert Leads to Customers: Integrate with customer relationship management (CRM) solutions to gain valuable insight into customer actions and factors driving their decisions. Tailor responses and processes to encourage conversions.
Improve Collaboration: Integrated GLIP messaging and other internal communication tools help employees stay informed and engaged with the workspace from anywhere.
Ensure Quality Service: Offer multiple communication channels to customers. Connect with clients from anywhere, on any device and any platform.
Engage Employees: Gamify internal support responsibilities to increase employee engagement. Encourage agents to complete tasks and get extra points, level up, win rewards and work towards unlockable achievements.

Automatic Call Distribution: Set automated call routing protocols based on user extensions, time of the day, external numbers and call queues and manage inbound call distributions from an online interface.
Call Monitoring: Coach agents to boost team performances and efficiency over time with call barge and whisper, live call monitoring, call tagging, call quality scoring, and advanced analytics.
Call Queue: Improve caller experience and take advantage of IVR routing, voicemail transcription and other tools to enhance interactions. Use custom ringing strategies such as least used, round-robin and ring to route callers for call queues. If the line of callers is full, allow customers to get a call back to reduce abandoned call rates.
IVR Software: Give callers a menu of options to route themselves to an appropriate department, saving an agent’s time, lowering business costs and boosting customer satisfaction rates.
Digital Phone Numbers: Get digital phone numbers online from anywhere without any fees or contracts and start receiving calls in no time. The product’s cloud phone number plans have more than 20 digital phone service features with no extra costs.
Virtual Call Center: Improve team productivity and operational workflows by getting access to tools such as an auto-attendant, call recording, call forwarding, international calling, voicemail, virtual numbers, unlimited concurrent calls, toll-free numbers, DID numbers and SMS forwarding.
SIP Trunking: Get secure call routing, world-class voice quality and economic SIP terminations worldwide.
WebRTC Softphone: Access softphone from anywhere and see caller details from helpdesk or CRM via screen pop integration.
Call Management: Save time and eliminate the chances of missing a call with convenient solutions such as ACD, call groups, call transfer, call queuing, forward-to-phone, IVR, call blocking, 3-way conferencing, time-based routing and queue callback.
Quality Monitoring and Analytics: Track agent’s performance via live dashboards and identify areas to improve their productivity to elevate the customer experience. Create custom call tags to analyze and track agent’s call outcomes.
Integrations: Automate repetitive and tedious work with various tools and integrations such as caller screen pop-ups, CTI, click-to-call, two-way data synchronization and integrations with Salesforce, Zendesk Zoho and Hubspot.

Inbound Call Routing: Includes interactive voice response (IVR), computer telephony integration (CTI) and automatic call distributor (ACD). Use information from the IVR to avoid asking callers repeat questions. Connect customers to the most suitable agents for their queries.
Outbound Features: Eliminate manual phone number entry with automated outbound dialing features, improving team efficiency and response time. Assess when and how to reach specific customers to generate more leads.
Omni Channel Communication: Connect with customers across multiple channels in real time. Track, filter and route communications from initial contact to resolution. Contact staff through video calls, messaging, file-sharing and other collaboration tools.
Call Monitoring Tools: Monitor calls, users, meetings, devices, queues and call quality scores and parameters. Offer real-time coaching during live calls to improve performance.
Reporting/Analytics: Access personalized dashboards for various company-wide and department-specific metrics, including queues, user-level and usage trends, and agent performance. Create custom reports within the point-and-click interface. Monitor key performance indicators (KPIs) and send real-time alerts to agents via intelligent bots.
SMS APIs: Video and voice functionalities integrate with message support through v-cards, images and videos, including 19 inbound and 13 outbound formats. Manage all messages across apps and send up to 10,000 messages with one API request. Use original numbers to send messages from extensions, other company numbers or departments.
Text Messaging APIs: Use prebuilt bot adapters and frameworks such as Botkit, Errbot, Hubot and Lita. Access robust tools, like direct and group messaging support, real-time notifications, message history, message formatting and team member lists, to build a productive messaging platform within and across departments.
Video Meetings: Create video meetings for immediate engagement. Retrieve past conference data for analysis.
Fax APIs: Send faxes in 29 different file formats, queue messages automatically, forward and resend faxes to avoid re-rendering and consolidate multiple files in a single API request.
Analytics: Work on a single and intuitive data layout for instant analysis of company-wide, departments or user-level trends and usage. Agents can monitor all calls, users, meetings, numbers, devices, queues, and call quality scores and parameters.
Voice APIs: Connect any two numbers from anywhere to make calls through RingOut. Engage in calls through Web RTC-enabled browsers.
- Advanced Call Control: Enable apps to receive, make and forward calls, customize and return presence status, access Call Flip, hot-desking and Call Park, and mute extensions.
- Voicemail: Download or play back voicemail and search call logs. Access audio transcriptions of voicemail messages via speech-to-text conversion.
- Caller ID: Create caller IDs for all calls based on occasions, events and other configurations. Set advanced call routing, location-based routing and scheduling.
- Recorded Greetings: Provide business-specific voice announcements, voicemail greetings and on-hold messages.
- Real-time Notifications: Automate apps and workflows with real-time notifications, including ringing, call initiation, pick-ups, hang-ups and warm transfers.

Product Ranking

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#97

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Analyst Rating Summary

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User Sentiment Summary

95%

of users recommend this product

AVOXI has a 'excellent' User Satisfaction Rating of 95% when considering 87 user reviews from 3 recognized software review sites.

83%

of users recommend this product

RingCentral Contact Center has a 'great' User Satisfaction Rating of 83% when considering 184 user reviews from 2 recognized software review sites.

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3.4 (32)

4.76 (50)

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4.7 (33)

4.3 (152)

Awards

Synopsis of User Ratings and Reviews

Ease of Use: It’s an easy-to-use and intuitive platform, according to all the users who reviewed this aspect.

Comprehensive: According to 80% of users who discussed call management, the product offers comprehensive capabilities on that front.

Customer Service: About 85% of users who mentioned customer service said it’s reliable and resolves issues quickly.

Omnichannel Support: RingCentral Contact Center seamlessly integrates with multiple communication channels, allowing agents to handle customer inquiries from various platforms (e.g., phone, email, chat, social media) in a centralized interface.

AI-Powered Automation: Advanced AI capabilities automate routine tasks, such as call routing, lead qualification, and sentiment analysis, freeing up agents to focus on complex customer interactions.

Real-Time Analytics: Comprehensive dashboards provide real-time insights into call center performance, enabling supervisors to monitor agent productivity, identify areas for improvement, and make data-driven decisions.

Customization and Flexibility: RingCentral Contact Center offers customizable workflows, reporting tools, and integrations with CRM systems, allowing businesses to tailor the solution to their specific needs.

Scalability and Reliability: The cloud-based platform ensures scalability to accommodate growing call volumes and provides high availability with minimal downtime, ensuring uninterrupted customer service.

Accessibility: It has limited accessibility due to no mobile app available, according to 88% of users who mentioned this element.

Limited Customization: Users have reported difficulty tailoring the platform to their specific business needs, leading to a lack of flexibility and efficiency.

Complex Interface: The user interface has been described as cluttered and overwhelming, making it challenging for agents to navigate and access necessary information quickly.

Integration Issues: RingCentral Contact Center has faced criticism for its limited integration capabilities with other business applications, hindering seamless workflows and data sharing.

Reliability Concerns: Users have experienced occasional system outages and technical glitches, impacting agent productivity and customer satisfaction.

Costly Add-Ons: While the base platform may be affordable, users have expressed frustration with the additional costs associated with essential features and integrations, making it less cost-effective than expected.

Avoxi is a communication platform that improves the efficiency of customer interactions. Users prefer it for its extensive call management capabilities, including call monitoring, IVR software, a virtual call center and more. Reviews also reflect that it’s user-friendly and users appreciate the attentive customer service department. However, without a mobile app, it lacks accessibility. Overall, the product can be a good pick for an in-office workforce that requires a comprehensive yet easy-to-use solution.

RingCentral Contact Center is a cloud-based call center software that has received positive user reviews in the past year. Users appreciate its ease of use, scalability, and integration with other business applications. They also find it to be a cost-effective solution compared to on-premises call center systems. One of the key strengths of RingCentral Contact Center is its omnichannel capabilities. It allows businesses to manage all customer interactions from a single platform, regardless of the channel used (phone, email, chat, social media). This provides a seamless experience for customers and helps businesses to resolve issues more quickly and efficiently. Another advantage of RingCentral Contact Center is its reporting and analytics capabilities. It provides businesses with detailed insights into their call center performance, which can be used to identify areas for improvement. This data can also be used to create custom reports that can be shared with stakeholders. Overall, RingCentral Contact Center is a well-rounded call center software that is suitable for businesses of all sizes. It is easy to use, scalable, and cost-effective. Its omnichannel capabilities and reporting and analytics features make it a valuable tool for businesses that want to improve their customer service.

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FAQ

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