RingCentral vs CXone

Last Updated:

Our analysts compared RingCentral vs CXone based on data from our 400+ point analysis of Business Phone Systems, user reviews and our own crowdsourced data from our free software selection platform.

CXone Software Tool

Product Basics

RingCentral is a unified communications-as-a-software (UCaaS) solution for businesses of all sizes. Its open architecture enables easy embeddability for uninterrupted communication. Employees can stay connected to internal teams and clients through mobile apps and switch over to other connected devices mid-call. Phone number portability is available for seamless migration from existing service providers.

Companies can host HD-quality video conferences with up to 3000 participants; record-playback facility enables creating on-demand events for greater outreach. Besides sending and receiving faxes, employees can collaborate by sharing images, text messages, videos and documents. It integrates with ZenDesk, Microsoft Dynamics and Oracle Sales Cloud.
read more...
CXone (formerly called inContact) provides contact center and workforce optimization solutions to enterprises. Customers can connect to call agents through more than 30 interaction options including chat, messaging, email, voice calling and social media like Facebook, Twitter, Instagram and Whatsapp. Businesses can monitor contact center and employee performance through a live dashboard that provides basic reporting. Customers are connected to the best skilled resources through automatic call distribution (ACD) based on analytics and artificial intelligence. IVR call flows integrate with analytics to ensure efficient data-directed routing for quicker resolution of customer queries. Workforce intelligence automatically triggers alerts and actions based on historical interactions and scheduling patterns to free up resources. Its no-pause predictive dialer helps call agents get through call lists faster.

Call center analytics include metrics on agent-customer interaction, productivity data, reports and performance management aids. Businesses can get feedback on customer experience through surveys, identify discrepancies and boost productivity. It provides out-of-the-box integrations with Salesforce, Microsoft 365, GSuite, Microsoft Teams, Oracle, Zendesk and RingCentral.
read more...
$25/User, Monthly
Get a free price quote
Tailored to your specific needs
$100/User, Monthly
Get a free price quote
Tailored to your specific needs
Small 
i
Medium 
i
Large 
i
Small 
i
Medium 
i
Large 
i
Windows
Mac
Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Boost Business: Gain analytics insights by monitoring calls for quality and analyzing historical call reports. Monitor trends on every channel and track agent performance and call metrics. Get meaningful analytics by integrating with BI tools like Power BI and ClicData. 
  • Collaborate With Clients: Connect with internal teams and clients through conference calls with high-quality audio and video. Record calls and meetings, access voicemails and send business texts from any connected device. 
  • Capture Leads: Manage sales campaigns by guiding call agents through personalized scripts for specific lead types. Reach leads faster with automated dialers, intelligent call routing and call blending. 
  • Get the Complete Picture: Get a bird’s eye view of individual customers’ purchase history, past interactions, ticket status and more. Personalize customer service by integrating with popular CRMs like Salesforce, ClicData, Freshdesk and Zoho Flow. 
  • Connect Flexibly: Make and receive calls while out of the office with apps for iOS and Android mobile devices. Start a call in Microsoft Teams that now includes mobile phone support. 
  • Get Phone Accessories: Choose from a range of state-of-the-art desk and cordless phones, conference call devices, analog adapters and VoIP headsets. 
  • Community Projects: Solve common system issues by customizing free, community-contributed projects on GitHub. 
read more...
  • Enhanced Customer Satisfaction: CXone empowers you to understand and meet customer expectations, fostering loyalty and positive brand perception.
  • Increased Revenue Generation: By streamlining customer interactions and resolving issues swiftly, CXone helps businesses convert leads into loyal customers, driving revenue growth.
  • Improved Agent Productivity: CXone's intuitive interface and automated workflows enable agents to handle customer inquiries efficiently, maximizing productivity and reducing operational costs.
  • Personalized Customer Experiences: CXone's robust CRM capabilities allow businesses to tailor interactions based on customer preferences, creating personalized experiences that foster engagement and build lasting relationships.
  • Data-Driven Decision Making: CXone provides comprehensive analytics and reporting, empowering businesses to make informed decisions based on customer feedback and performance metrics.
  • Omnichannel Support: CXone seamlessly integrates multiple communication channels, ensuring customers can connect with businesses through their preferred methods, enhancing convenience and accessibility.
  • Reduced Customer Churn: By proactively identifying and addressing customer pain points, CXone helps businesses retain customers, reducing churn rates and preserving valuable revenue streams.
  • Improved Employee Engagement: CXone's user-friendly platform and collaborative tools empower agents, fostering job satisfaction and reducing employee turnover.
  • Scalability and Flexibility: CXone is designed to accommodate businesses of all sizes, providing the flexibility to adapt to changing customer needs and business growth.
  • Cloud-Based Accessibility: CXone's cloud-based architecture ensures accessibility from anywhere, enabling businesses to provide consistent customer support regardless of location.
read more...
  • API-based Architecture: Send SMS, long messages and multimedia files with delivery/read status notifications with SMS APIs. Access call recordings, call logs, voicemail recordings and transcriptions with the communications data APIs. Send and receive faxes in multiple file formats with forwarding, queuing and fax-to-email support. 
  • Software Development Kits (SDKs): Interface with system APIs through SDK libraries in the programming language of choice. These include .NET, Java, JavaScript, PHP, Python, Ruby gem, iOS Swift client and WebRTC. 
  • Security: Secures all endpoints with Transport Layer Security (TLS) and Secure Real-Time Transport Protocol (SRTP) encryption. Provides multiple authentication levels, firewalls, vulnerability scans and fraud mitigation through access control and usage throttling. 
  • Address Book: Get the complete set of all team member extension numbers on the RingCentral Office directory through its APIs. Filter address book entries to find relevant call agent extensions for quicker customer-facing turnarounds. 
  • Events and Notifications: Subscribe to a comprehensive set of events that include SMS, voicemail and call received, call started, ended or missed, and change in availability status. 
read more...
  • Automatic Call Distribution: Connect more customers with the appropriate resources and resolve an increased number of interactions faster. Employ differentiated routing that uses customer data and sentiment for a better overall customer experience. Make use of an intuitive, visual tool with predefined components and collaborate on routing flows.
  • Interactive Voice Response: Avoid the time spent on asking customers the same questions repeatedly. Automate requests through the IVR to facilitate the resolution process. Connect the data using the out-of-the-box CRM, virtual agent and database integrations.
  • Predictive Dialer: Run voice and digital campaigns in an instant. Increase productivity with no pause dialing, reducing hang-ups. Blend inbound and outbound interactions across channels. Choose from various dialing options to ensure compliance even within one campaign.
  • Interaction Channels: Select from over 30 digital and voice channels and instantly grant access to agents whenever required. Increase productivity with control, insight and a consistent interface. Maintain routing for all digital and voice channels with a visual, intuitive tool. Provide customers flexibility and offer virtually any communication channel that satisfies their needs.
  • Conversational AI and Chatbots: Leverage BYO-bot framework to deploy and manage virtual agents and intelligent bots. Handle more customer interactions with pre-built NLP-powered bots. Expand self-service for routine requests. Blend conversational self-service with agent assistance, leading to hassle-free customer journeys.
  • Improved Chat: Streamline chat handling with messaging templates, reducing typing and improving speed. Use bots to collect customer data or automate repetitive steps. Use a single platform to administer and manage the chat channel. Deliver real-time guidance to customers along with co-browsing and hands-on support. Identify when high-value customers are lost or struggling.
  • Messaging: Choose from the most extensive selection of natively implemented channels. Integrate virtually any digital channel with BOYC. Grant agents cross-channel history and add custom fields for customer information, sentiment and more. Analyze data for any digital avenues, including SMS, bots, social messaging and monitoring chat. Handle inbound SMS easily using consistent control and interfaces.
  • Call and Screen Recording: Adhere to PCI, GDPR and HIPAA requirements. Make sure that recordings are always secure and protected. Access and play recordings back without any hassles. Unify call, digital and screen recordings in one interface. Ensure built-in flexibility to meet recording and collaboration needs on the go.
  • FedRAMP: Provide customers with omnichannel options. Facilitate workforce engagement to create an organized, happy and productive environment for employees. Use security protocols to protect private data. Enable staff to serve customers promptly and efficiently.
  • UCaaS Integrations: Help connect agents to valuable experts. Allow pre-built APIs to create a single view for all agent interactions. Identify agent availability for a call or chat and update corporate directories frequently. Connect the agent workforce with leading applications from Microsoft, RingCentral, Zoom, Atos and more.
  • CRM Integrations: Help agents understand customers in a better way. Deploy, scale and extend with a pre-built integration. Increase efficiency with a unified agent desktop and reduce both time and effort. Make informed decisions relying on gainful insights.
  • Interaction Analytics: Improve interactions across channels by identifying outcomes, evaluating the customer experience and more. Prioritize and attack the best improvement opportunities.
  • Real-Time Interaction Guidance: Build rapport and encourage active listening based on AI models that understand customer cues. Provide immediate feedback and use easy-to-understand prompts and specific recommendations.
  • Voice-as-a-Service: Integrate software, infrastructure and telephone into one centralized solution. Eliminate the hassle of dropped and abandoned calls. Use automated provisioning and number porting to save time.
  • Customer Authentication: Validate a customer in the first few seconds of a conversation. Strengthen fraud prevention and ensure safeguarding. Diversify self-service to meet everyday needs such as account balance, points status, password resets and more that need authentication.
read more...

Product Ranking

#8

among all
Business Phone Systems

#29

among all
Business Phone Systems

Find out who the leaders are

Analyst Rating Summary

99
83
100
88
100
88
95
80
Show More Show More
Call coverage
Calling features
Integration & extensibility
Mobile features
Phone numbers
Integration & extensibility
Security
Voicemail & messaging
Call coverage
Calling features

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

RingCentral
CXone
+ Add Product + Add Product
Call Coverage Calling Features Collaboration Mobile Features Phone Numbers Phone System Voice Intelligence & Analytics Voicemail & Messaging 100 100 95 100 100 100 95 100 88 88 80 18 75 84 85 100 0 25 50 75 100
100%
0%
0%
86%
0%
14%
100%
0%
0%
88%
0%
12%
93%
0%
7%
71%
0%
29%
100%
0%
0%
17%
0%
83%
100%
0%
0%
75%
0%
25%
100%
0%
0%
79%
0%
21%
86%
0%
14%
86%
0%
14%
100%
0%
0%
100%
0%
0%

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

100%
0%
0%
100%
0%
0%
100%
0%
0%
100%
0%
0%

User Sentiment Summary

Great User Sentiment 1450 reviews
Great User Sentiment 2776 reviews
83%
of users recommend this product

RingCentral has a 'great' User Satisfaction Rating of 83% when considering 1450 user reviews from 5 recognized software review sites.

84%
of users recommend this product

CXone has a 'great' User Satisfaction Rating of 84% when considering 2776 user reviews from 5 recognized software review sites.

4.0 (23)
4.3 (21)
3.8 (303)
4.3 (1260)
4.2 (856)
4.2 (509)
4.6 (187)
4.3 (197)
3.7 (81)
4.1 (789)

Awards

SelectHub research analysts have evaluated RingCentral and concluded it earns best-in-class honors for Calling features and Phone system.

Calling features Award
Phone system Award

we're gathering data

Synopsis of User Ratings and Reviews

Seamless Integration: RingCentral seamlessly integrates with popular business tools like Microsoft Teams, Salesforce, and Google Workspace, streamlining communication and collaboration.
Advanced Call Management: Features like call forwarding, voicemail transcription, and call recording enhance call handling and improve customer service.
Remote Work Flexibility: RingCentral's cloud-based platform allows employees to work from anywhere, with access to all communication channels and features.
Cost Savings: RingCentral's subscription-based pricing model eliminates the need for expensive hardware and maintenance costs, reducing overall telephony expenses.
Scalability and Reliability: RingCentral's scalable architecture ensures reliable communication even during peak usage, supporting businesses of all sizes.
Show more
Seamless Omnichannel Experience: CXone unifies customer interactions across multiple channels, providing a consistent and personalized experience.
Robust Analytics and Reporting: CXone offers comprehensive analytics and reporting capabilities, enabling businesses to track key metrics and identify areas for improvement.
AI-Powered Automation: CXone leverages AI to automate repetitive tasks, freeing up agents to focus on more complex customer interactions.
Easy-to-Use Interface: CXone's intuitive interface makes it easy for agents to navigate and manage customer interactions efficiently.
Exceptional Customer Support: CXone provides dedicated customer support, ensuring businesses receive prompt assistance and guidance when needed.
Show more
Limited Customization: RingCentral offers a limited range of customization options, making it difficult for businesses to tailor the system to their specific needs.
Integration Challenges: Integrating RingCentral with other business applications can be complex and time-consuming, leading to compatibility issues and data silos.
Call Quality Issues: Users have reported occasional call quality issues, including dropped calls, audio delays, and poor sound quality, which can hinder effective communication.
Pricing Concerns: RingCentral's pricing structure can be complex and may not be suitable for all businesses, especially those with a large number of users or specific feature requirements.
Limited Reporting Capabilities: RingCentral's reporting features are limited, making it challenging for businesses to track and analyze call data for performance optimization and decision-making.
Show more
Limited Customization: Users have reported that CXone's customization options are somewhat limited, making it difficult to tailor the platform to their specific business needs.
Steep Learning Curve: Some users have found CXone's interface to be complex and challenging to navigate, requiring a significant investment of time and effort to become proficient.
Integration Challenges: Users have encountered difficulties integrating CXone with their existing systems, leading to data silos and inefficiencies.
Pricing Concerns: CXone's pricing structure has been criticized for being complex and lacking transparency, making it difficult for users to accurately estimate their costs.
Limited Reporting Capabilities: Users have expressed dissatisfaction with CXone's reporting capabilities, citing a lack of flexibility and customization options.
Show more

RingCentral provides cloud communications and contact center services to enterprises. Around 92% of the users who review accessibility praise the software for seamless call switching between devices, including personal mobile phones, though some say access can be tricky in areas with low internet speeds. Of the users who discuss its features, 70% appreciate the convenience of calls, messaging and video conferencing being available in one app. The platform definitely has an edge over other service providers in that there is no time limit restriction on meetings. The interface is easy to navigate, say 69% of the users who discuss its user-friendliness, though a few users say it’s dated and could do with a more modern look. Approximately 60% of the users who mention support say they’re helpful, though some users find them unresponsive and difficult to reach. On the flip side, around 83% of the users who review the solution’s performance say it’s clunky and audio and video quality suffers on low internet bandwidth. To sum up, RingCentral is a cross-device communications provider that streamlines call management, video conferences and business meetings on one platform for small, mid-size and large organizations.

Show more

CXone is a popular customer experience software that has received positive user reviews over the past year. Users appreciate its ease of use, comprehensive features, and ability to integrate with other business systems. CXone's strengths include its intuitive interface, which makes it easy for users to navigate and find the information they need. It also offers a wide range of features, including customer relationship management (CRM), marketing automation, and analytics, which allows businesses to manage all aspects of their customer interactions in one place. Additionally, CXone's open API allows it to be easily integrated with other business systems, such as ERP and CRM systems, which can help businesses streamline their operations. While CXone is a strong product, it does have some weaknesses. Some users have reported that it can be expensive, especially for small businesses. Additionally, CXone's reporting capabilities are not as robust as some other products on the market. However, CXone's strengths outweigh its weaknesses, and it is a good choice for businesses that are looking for a comprehensive customer experience solution. CXone is most suited for businesses that are looking for a comprehensive customer experience solution that is easy to use, feature-rich, and can be integrated with other business systems. CXone is a good choice for businesses of all sizes, but it is particularly well-suited for small businesses that do not have the resources to invest in a more expensive solution.

Show more

Screenshots

Top Alternatives in Business Phone Systems


3CX

8x8

Bitrix24

CXone

Dialpad

Freshcaller

Fuze

GoToConnect

MiCloud Connect

Microsoft Teams

Nextiva

Ooma Office

Vonage

Zoom

Related Categories

Head-to-Head Comparison

WE DISTILL IT INTO REAL REQUIREMENTS, COMPARISON REPORTS, PRICE GUIDES and more...

Compare products
Comparison Report
Just drag this link to the bookmark bar.
?
Table settings