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ReadyMode vs RingCentral Contact Center

Last Updated: November 18th, 2024

Our analysts compared ReadyMode 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

Readymode (formerly branded as Xencall) is a browser-based contact center solution with a predictive dialer for CRM and VoIP. It enables users to close more deals, maximize sales and increase agent productivity.

Customizable dialing speeds, personalized customer data, and built-in security and compliance features help businesses connect with more leads and build lasting client relationships.

According to user reviews, it offers an intuitive interface, customizable features and an easily scalable platform. For pricing information, you can schedule a call with the sales team.

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

Customize Features: Access custom features that can fit diverse organizational needs. Create a personalized lead profile with different form fields and organize them using call dispositions and queues. Generate customized agent statuses to show sales representatives’ availability.
Provide Blended Support: Offer blended channels featuring unlimited outbound and inbound calling. Take advantage of inbound call functionality, including customizable IVRS, call forwarding, call queuing and voicemail management. Get the freedom to record calls, prioritize inbound queues and select the correct configuration to strategically and effectively distribute calls and voicemails to agents.
Speed Up Services: Direct calls to the most suitable agent based on skillset and availability to reduce wait times. Use predictive dialing tools to optimize dialing speed to match your team's capacity. Higher answer rates and fewer abandons mean your reps spend more time talking and closing deals.
Ensure Compliant Sales Calls: Reduce risks with built-in features like native integrations for compliance, robust firewall security to block unauthorized access and call recording for improved agent performance.
Increase Conversions: Prioritize dialing lists by matching agent skill levels to lead importance and connect high-value leads with the most qualified agents.

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.

Agent and Dial-list Prioritization: Mark preferences for call lists on queues and agents based on lead importance and skill level.
Agent Callback Calendar: Enhance team productivity with customized callback calendars and agent folders that can easily sync with Google Calendar.
Appointment Calendars: Share appointment queue calendars with users to book appointments easily.
Automated Tasks: Prioritize email reports and dialing lists automatically to administrators on a recurring schedule.
Blended Inbound and Outbound Calls: Boost team efficiency and customer satisfaction rates with fully blended, unrestricted outbound and inbound calling channels for a smooth workflow.
Call Recording: Record calls automatically for compliance, quality assurance and agent training.
Caller-ID Proximity Matching: Get phone numbers that display area codes in proximity to preexisting leads to reduce unattended call rates.
Conference Calling: Access pre-configured conference platforms to multiple calling parties internally and externally.
Built-in CRM: Manage leads and customers effectively via an all-in-one inherent CRM that requires no downloads and integrations.
Custom Agent Statuses: Create custom statuses for agents to generate agent reports and dynamic variables. Enable supervisors to know how long the agent worked, the number of calls they could make and customer sentiments after each call.
Custom Profile Field: Customize customer profiles using form fields, export or import data, or target them with a dialer.
Dialer Speed Configuration: Adjust the speed of the dialer according to specifications and dial various channels in the background.
Do-Not-Call Lists: Import, filter, export and edit DNC lists with custom filtering for detailed telemarketing compliance.
Dynamic Scripts: Create sales scripts for representatives with lead data embedded within every script. These scripts help agents have personalized, engaging and productive conversations with customers.
Firewall Security: Restrict agents from signing in from all insecure locations to eliminate the risks of a data breach.
Inbound-Queue Strategy: Intercept inbound calls from previously connected customers to maintain sales relationships.
Inbound-queue Strategy: Prioritize inbound queues and choose a ring configuration to distribute calls to agents. Transfer voicemail to agents from voicemail boxed and trigger email via inbound-queue voicemail.
Instant Messaging: Connect with selected customers with the help of custom criteria that include lead status, lead data and more.
Lead Targeting: Connect with selected customers with the help of custom criteria that includes lead status, lead data and more.
Live Floor Monitoring: Monitor all sales representatives in real time from a single screen with the ability to whisper, listen or barge in on a call.
Reporting and Analytics: Analyze an agent’s performance and productivity on a customized dashboard through a matrix that includes customer sentiments, call duration, campaigns, and more.
Built-in VoIP and Web Phone: Connect with customers globally without logging in to workstations through mobile phones.

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.

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Analyst Rating Summary

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User Sentiment Summary

78%

of users recommend this product

ReadyMode has a 'good' User Satisfaction Rating of 78% when considering 39 user reviews from 4 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)

3.89 (18)

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4.1 (16)

4.3 (152)

Awards

Synopsis of User Ratings and Reviews

Improved Efficiency: Automate tasks such as call routing, queuing and reporting to increase productivity and efficiency among agents.

Enhanced Customer Service: Help agents provide personalized and efficient customer service with features like call recording, CRM integration and intelligent routing.

Advanced Insights: Track key metrics such as call volume, wait times and agent performance to make data-driven business decisions.

Better Compliance: Use built-in compliance features to remain compliant with industry regulations.

Easy Customizations: Customize the software to meet industry-specific needs and workflows.

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.

High Costs: Upfront costs are associated with purchasing and implementing the software, and ongoing subscription and licensing.

Integration Challenges: Integration with existing systems and workflows can be challenging, especially if the software is incompatible with other business tools.

Security Concerns: Storing sensitive customer data in the cloud raises security concerns, and software providers must have advanced security measures to protect customer information.

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.

Readymode offers an advanced suite of call center capabilities, including a predictive dialer, built-in CRM, lead management and data reporting. Its hybrid cloud architecture leverages the power of AWS and CloudFlare to deliver top-tier security, and ensure efficient and secure calling.Users praise Readymode's smooth interface and interactive features, making it suitable for teams with varying technical skill levels. The software is adaptable to growing business needs, and easily accommodates an increasing number of agents and call volumes.Some users note that its reporting features need more detail and customization. A few reviews mention occasional issues with responsiveness and resolution times from the customer support team.All things considered, Readymode is an excellent choice for businesses looking to increase sales, build stronger customer relationships and manage risk effectively.

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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