Home > Call Center Software > PhoneBurner > PhoneBurner vs RingCentral Contact Center

PhoneBurner vs RingCentral Contact Center

Last Updated: November 25th, 2024

Our analysts compared PhoneBurner 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.

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Product Basics

PhoneBurner is a dialing tool that helps sales teams make calls, connect with customers and close deals. It's easy to get started and add new users, whether you’re in-office or working remotely. Mediating calls through the platform means fewer audio problems, so you can focus more on making sales.

Standout features include power dialer for fast calling and smart lead distribution for efficient teamwork. Many users love the responsive customer support, though some have reported a few issues with specific CRM integrations. You can choose from Standard, Premium and Professional plans, each with different features and prices to fit your needs.

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.

$149/User, Monthly

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$25/User, Monthly

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Product Insights

Automate Repetitive Tasks: Automate essential functions like dialing numbers, jotting down notes, leaving pre-recorded voicemails, sending post-call messages and more to save time and streamline workflows. The LeadStream feature lets admins intelligently and automatically distribute leads to sales reps.
Reach More Customers Interactions: Expand your customer base with power dialing and intelligent call routing features. More conversations mean more opportunities to showcase your product or service and convert leads into loyal customers.
Track Performance Regularly: Leverage analytical tools to get a clear picture of your sales performance. Monitor call metrics, identify successful strategies and pinpoint areas for improvement.
Stay Organized and Boost Productivity: Manage contacts, call notes and history, and tag, sort and categorize leads for targeted outreach with a built-in CRM. Use SmartSender to track email interactions for timely and effective follow-ups.

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.

Power Dialer: Connect your phone or VOIP to the platform to streamline tasks like emails and voicemails. Reach up to 80 contacts an hour with flexible dialing modes.
Smart Search: Filter and save your searches, and keep them updated as your needs change.
Remote Dialing: Call prospects from anywhere using a local area code. Connect faster with call logging, one-click voicemails and automated follow-ups. Manage remote teams, simplify onboarding and coordinate from a central dashboard.
Virtual Phone Service: Get local, cloud-based numbers with features to improve outreach and simplify incoming calls. Forward calls, answer them online and quickly return missed calls.
CRM: Organize your campaigns and contacts with automatic storage for call history, texts, documents and recordings. Send personalized messages instantly with templates.
- Smart Email Tracking: Track email opens, clicks and document views to time your follow-ups perfectly. Enjoy reliable connections and minimal downtime.
- Lead Filtering: Find the right contacts by searching based on call results, tags, location and custom fields. Create saved searches that automatically update your call list with the best leads.
- Lead Distribution: Make sure the right reps get the right leads with customizable rules. Improve team collaboration, get more opportunities and close more deals. Create shared lead pools and reward your top performers.
- Performance Tracking: See your team's progress and productivity with real-time leaderboards and analytics.
- Integrations: Connect with your existing CRM tools, including Salesforce, HubSpot and Zoho, as well as over 100 other applications.
Local ID: Display a local number that matches your customers' locations to increase connections by up to 56%.
Workflow Automation: Streamline your work with pre-recorded voicemails and automatic next-call dialing. Send personalized emails based on conversations and distribute leads efficiently. Leave notes, set statuses and organize your prospects.
Reporting: Generate and analyze reports to understand rep performance, monitor activities and measure team success. Make informed decisions with call tracking, leaderboards and recordings.
Text Messaging: Send texts right from the dialer after calls or emails. View conversations, get real-time alerts and access messages in an organized inbox.

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

#16

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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

PhoneBurner has a 'excellent' User Satisfaction Rating of 95% when considering 421 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.

5.0 (16)

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4.7 (210)

3.4 (32)

4.8 (173)

4.3 (152)

4.6 (22)

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Synopsis of User Ratings and Reviews

Boost Productivity: Automate tasks, simplify workflows and help your team get more work done.

Save Money: Cut costs on equipment, installation and other expenses that come with traditional phone systems.

Reach Customers Everywhere: Connect with customers on the phone, email, live chat and social media, all from one platform.

Track Your Success: See how your team is performing and improve your customer support with easy-to-use reports and insights.

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.

Setup Needs: Getting started requires setting up computers, software and networks.

Team Effort: You'll need to hire and train staff to run your call center, which can take time and money, especially for smaller businesses.

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.

PhoneBurner is an easy-to-use customer support software that encourages smooth workflows across departments. Many users appreciate its help desk service. The product relies on automation, allowing agents to speed up work and become more productive and efficient. While most of the users love its remote access functionalities, some are hesitant to buy it because of the lack of workflow-enhancing features such as Text-to-Speech, Queue Management and more. Although some customers aren’t satisfied with the user interface and integration capabilities but Phone Burner works well for small- and medium-sized businesses."

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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