View and compare plan features and services for RingCX™ from Vodafone Business.
Features and Services
Vodafone RingCX, Named Agent Seat
Inbound Voice
Inbound Voice
Handles inbound voice calls from external numbers (customers)
Available as an add-on
Skills-Based Routing
Routing calls to a pool of agents based on skills or knowledge (For example, a call related to a specific product would be routed to an agent that has training on that specific product)
Available as an add-on
Data-Driven Routing
Routing calls to a pool of agents based on customer information typically in a CRM (For example, a “Gold” level customer may be routed to a dedicated team of agents)
Available as an add-on
Proficiency-Based Routing
Routing calls to a pool of agents based on their ranking (Range of 0 - Low to 24 - High)
Available as an add-on
Caller Wait Time Estimate
Provides a caller in queue the estimated time until they reach an agent
Available as an add-on
Last Agent Routing
Attempts to connect the customer to the most recent agent they interacted with
Available as an add-on
Queue Callback
Allows a customer to keep their place in queue but hang up and receive a call from an agent when it is their turn (rather than remaining on hold)
Available as an add-on
Scenario based routing triggers
Special routing rules based on specific events or conditions (for example, if no agents are currently signed in)
Available as an add-on
Queue and agent level voicemail
Allows customers to leave a voicemail in a queue or with a specific agent (for example, if they call after hours)
Available as an add-on
After hours/call overflow routing
Custom routing rules based on business hours or if the queue has reached maximum capacity
Available as an add-on
Hunt Group configuration
Routing calls to a group of agents in a predefined order (For example, round robin or sequentially)
Available as an add-on
Customizable SLA metrics per queue
Allows businesses to set SLA metrics for each individual queue rather than having a single SLA for the entire system
Available as an add-on
Audio library
Provide stock audio announcements as well as the ability to upload custom audio files
Available as an add-on
Voicemail with email delivery
The ability to get an email notification when a customer leaves a voicemail
Available as an add-on
DTMF routing
Provides customers the ability to select how their call will be routed by entering DTMF tones
Available as an add-on
Self-Service IVR with Data Dip
Using the Interactive Voice Response system for self-service (For example, making a payment) without involving a live agent
Available as an add-on
Programmable IVR actions
Using the Interactive Voice Response system to perform custom actions (For example, triggering an email)
Available as an add-on
Text to speech
Allows you to type greetings and announcements and have them converted to text instead of uploading audio files
Available as an add-on
Post-call surveys
Collects customer feedback when the customer issue has been resolved
Available as an add-on
Speech Recognition
Allows customers to interact with the IVR by voice rather than DTMF tones
Available as an add-on
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Dynamic Agent Scripting
Provides agents with a dynamic script to address customer queries
Available as an add-on
Dispositions
Customizable options agents can select to describe the purpose or outcome of an interaction
Available as an add-on
Outbound Voice
Manual Dialing Mode
Manually dialing a customer number from the agent interface
Included in plan
Preview Dialing Mode
An automated dialer in which a list of leads is entered, and the agent receives a popup message with the customer details (for example, account name), and clicks to dial when ready. After the call, the next lead in the list is presented to the agent.
Included in plan
Progressive Dialing Mode
An automated dialer in which a list of leads is entered, and the system automatically dials the next lead for the agent when they become available.
Available as an add-on
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Predictive Dialing Mode
An automated dialer in which a list of leads is entered, and the system automatically dials a set number of calls per agent (for example, 3 calls for every agent), only connecting the agent if the call is answered.
Available as an add-on
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Outbound Compliance
Ensures that calls are not made outside of legal hours or days or to any users who have registered into a Do Not Call (DNC) registry
Available as an add-on
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Dynamic Agent Scripting
Provides agents with a dynamic script to address customer queries
Included in plan
Campaign/List Management
Organizes and optimizes the lead list to remove duplicate entries, remove DNC entries, and/or segment based on geography or demographic data
Included in plan
Campaign Priority
Allows you to select a priority for your campaign in relation to other campaigns (Range is Priority 1 - Average to Priority 5 - High)
Included in plan
Voicemail Detection
Automatically detects answering machines or voicemail during Predictive dialing and disconnects the call
Included in plan
Local Presence
Uses a phone number with the same area code as the lead for Caller ID purposes
Included in plan
Quota Management
Applies custom rules for dialing leads based on specific data fields in an uploaded lead list file (For example, if a maximum number of calls have been made it will stop dialing)
Included in plan
Timezone dial compliance
Ensures automated calling observes local regulations for outbound compliance
Available as an add-on
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Real-time dialer criteria management
Customizes dialing plans based on specific conditions (For example, only targeting specific regions during certain months)
Included in plan
Customizable lead fields
Enables you to customize an individual leads, such as phone number, auxiliary data, or a specific agent reserved for that lead
Included in plan
Customizable dial zones
Provides additional dialing flexibility by defining specific dialing schedules that supersede the rules for a timezone
Included in plan
Dispositions
Customizable options agents can select to describe the purpose or outcome of an interaction
Included in plan
Digital
Email
Enables email as a communication channel (as opposed to directly to an agent’s email address)
Included in plan
Live Chat
Enables a chat channel on a customer website or in their app
Included in plan
Social Media
Enables customers to communicate through social media and messaging applications like Facebook Messenger, Twitter DMs and WhatsApp and have those routed to a contact center agent
Available as an add-on
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Reply assistant
Businesses can create predefined responses that agents can quickly access (For example, a special product offering or a response that frequently comes up like business hours)
Included in plan
AI filtering
Determines if content should automatically be ignored (For example, brand posts on social media)
Included in plan
AI categorization engine
Determines the most likely category for a message thread to streamline routing
Included in plan
Post-interaction surveys
Collects customer feedback when the customer issue has been resolved
Included in plan
Dispositions
Customizable options agents can select to describe the purpose or outcome of an interaction
Included in plan
AI capabilities
Intelligent Virtual Agent
Integrates RingCX with intelligent virtual agent providers to enable customer self-service
Available as an add-on
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Real-time Summaries
Provides agents with an AI summary of voice calls and digital conversations
Available as an add-on
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Post call summaries and transcriptions
Provides supervisors with an AI call summary and transcript
Available as an add-on
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Automated call scoring
Assigns a score for each call based on out-of-the-box metrics or customized scorecards
Available as an add-on
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Agent Feedback
Provides AI coaching and insights for agents
Available as an add-on
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Coaching Moments
Highlights critical moments of calls to aid supervisors in call reviews
Available as an add-on
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Speech Analytics
Identifies key words and phrases, competitor mentions, and top moments of frustration
Available as an add-on
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Agent, supervisor, and admin tools
Agent call history
Provides agents a list of their calls for the day
Included in plan
Agent stats
Shows agents an overview of their daily, inbound, outbound, and digital stats
Included in plan
Requeue interaction
Allows agents to put a live call or digital interaction back into queue (For example, if the customer selected the wrong option in the IVR menu)
Included in plan
Monitor, Coach, Barge-In
Allows supervisors to listen to voice calls or monitor digital conversations, coach the agent without notifying the customer, or join the conversation with the agent and customer
Included in plan
Force logout
Enables supervisors to manually log an agent out of the system
Included in plan
Agent simulation
Provides supervisors the ability to act as a specific agent
Included in plan
Role-based access control
Permissions that limit and grant access to different accounts, users, groups, products, and features
Included in plan
Change audit log
Recording of all events performed on the platform (creations, deletions, and updates)
Included in plan
Configuration cloning
Makes a copy of an existing configuration to use as a template
Included in plan
Visual IVR designer
No-code, drag-and-drop call flow editor
Included in plan
Agent Script designer
No-code, drag-and-drop agent scripting editor
Included in plan
VBUC integration
Extension routing
Calls can be routed directly to a user’s VBUC extension
Included in plan
Single sign on
Single login credentials for VBUC and RingCX
Included in plan
Escalate digital interaction to video
One-click escalation to video call from a digital conversation
Included in plan
Number management
Single administration interface for voice
Included in plan
Presence sync
Detects if an agent is already on a VBUC voice call, meeting and automatically removes them from routing consideration. Also prevents RingEX calls from being delivered to the agent if they are already in a RingCX interaction
Included in plan
Reporting and analytics
Real-time reporting
Configurable dashboards to show real-time performance
Included in plan
Historical reporting
250+ prebuilt reports for historical performance
Included in plan
Call recording
The RingCX Analytics page provides access to call recordings
Included in plan
Custom report builder
Supervisors can create custom reports based on 350+ datapoints
Included in plan
Report scheduler
Reports can be scheduled to run on a specific frequency (hourly, daily, etc.)
Included in plan
Dashboard and row data download
Dashboard data can be downloaded and shared with other users
Included in plan
Report/dashboard sharing
Custom reports and dashboards can be shared with other users
Included in plan
Billing analytics
Lists the licenses you have used for a billing period
Included in plan
3rd party Business Intelligence integrations
RingCX Analytics can integrate with 3rd party BI platforms through direct data access (DDA)
Included in plan
Integrations and add-ons
Calabrio
Integrates with Calabrio for advanced Quality Management and Workforce Management
Optional Add-on*
CRM integrations
Prebuilt integrations with Salesforce, Zendesk, Microsoft Dynamics, ServiceNow, and Hubspot
Included in plan
Configuration APIs
APIs to manage agents, configure queues and routing, import leads, interact with social communities, and more
Included in plan
RingCentral API Authentication
Logs in as a RingCentral user via an access token issued by the RingCentral API server
Included in plan
3rd party WEM Integration API
APIs to integrate with 3rd party WEM providers
Included in plan
Web Services Notifications
Notifications of SOAP and HTTP protocol usage for events such as when a call ends or an agent disposes of a call
Included in plan
Real-time Audio Streaming API
Allows audio to be streamed in real-time to 3rd party applications
Included in plan
Manual Dial (TCPA / HCI)
With ManualDial, one lead is connected to one agent, and there is never a possibility of any ‘extra’ dialed leads waiting to speak to a live agent. ManualDial can be used to ensure agents have the time to view important information about each lead before a connection is made.
Optional Add-on*
Co-browsing
Allows agents to view customer browser screens for increased collaboration
Optional Add-on*
Extended Analytics Historical Data Retention
One year of metadata/analytics is included, additional years may be selected upfront as part of the account creation or later modified. (up to 8 years)
Optional Add-on*
Extended call recording retention
By default, call recordings are stored for 30 days (excluding IVR only Package). Customers can purchase additional retention up to 8 years
Optional Add-on*
RingSense for RingCX
RingSense for RingCX is a conversation intelligence solution that streamlines post-call analysis with automatically generated transcripts, summaries, call scores, and sentiment analysis
Optional Add-on*
*Additional License / Usage Charges May Apply
**Availability subject to local country laws and compliance