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Plivo vs RingCentral Contact Center

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Our analysts compared Plivo 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
Plivo Software Tool
SelectHub Award Winner
RingCentral Contact Center Software Tool
SelectHub Award Winner
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Product Basics

Analyst Rating

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Detailed Analysis

User Sentiment

Excellent User Sentiment (578 Reviews)

Analyst Rating

97 Detailed Analysis

User Sentiment

Great User Sentiment (184 Reviews)
Plivo is a cloud-based communication platform that excels in providing services tailored for call centers, among other communication needs. It's particularly well-suited for businesses looking for scalable, reliable solutions to manage their customer interactions through voice calls. One of the key benefits of Plivo is its ability to seamlessly integrate with existing business systems, allowing for a more streamlined operation. Users often highlight its robust set of features, including voice call functionality, SMS capabilities, and advanced call routing, which collectively enhance the efficiency of call center operations. When compared to similar products, Plivo is frequently praised for its clear pricing structure, which typically involves a pay-as-you-go model, making it a cost-effective choice for businesses of all sizes. This flexibility in pricing, combined with its comprehensive feature set, positions Plivo as a competitive option for businesses aiming to optimize their call center performance.
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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 Assistance

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Product Insights

  • Boost SMS Capabilities: Get a minimum base rate of 40 SMS per second. Send text messages to thousands of people at high speed using SMS short codes (short numbers that can be read and remembered easily) 
  • Improve Call Functionalities: Make conference calls through an application and create/set up using the product's application API. Assign a number to this app and call that number to connect to a conference call. 
  • Optimize Inbound and Outbound Integration: Integrate existing phone systems or call center software. Make outbound calls, receive inbound calls and save call recordings, call logs and billing information. 
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  • 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. 
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  • SMS API 
    • Support: Communicate with customers in any language, including Japanese, Arabic and Chinese, along with emojis and symbols via built-in Unicode, GSM and character set support. 
    • Long Message Concatenation: Eliminate the chances of sending split messages and access automatically concatenated long messages seamlessly across global networks. 
    • Delivery Report Notification: Receive global delivery notification of messages in real time and track performance and delivery rates of accounts. 
    • Messaging Queuing: Send multiple messages in a single API request. 
    • MMS Rich Media Support: Send and receive videos, photos, picture clips and audio clips using the same phone number. 
    • Message Body Purging: Delete message content from the detail record and purge debug logs after 30 days. 
    • Data Protection: Get access to disable mask phone numbers and logging to protect personal information. 
    • Smart Rate Limiting: Stay docile with messaging frequency and regulations for source numbers in different countries. 
    • Automatic Opt-Out Handling: Handle replies such as cancel and stop on long codes automatically. 
    • Intelligent Message Encoding: Ensure delivery of messages to Unicode's unsupportive networks by replacing Unicode characters with similar GSM characters. 
    • Number Pooling: Boost delivery rate by spreading messages across many phone numbers to reach users in time. 
    • Conversion API: Ensure the best delivery with real-time feedback from the application. 
    • Local Match: Access a local number to send messages to users from different regions to improve read rates. 
  • Voice API 
    • Play Audio Prompts: Play pre-recorded audio files during live calls and create announcements, prompts or music on hold. 
    • Text-to-Speech: Speak with customers in 28 accents by choosing from a suite of SSML voices powered by Amazon Polly. 
    • Dual-Channel Call Recording: Record, retrieve and store calls. Recordings are stored encrypted and dual-channel by default. 
    • Custom Caller ID: Increase the connect rates for outbound calls and set a custom caller ID number that should show up on caller’s phones. 
    • Digit Input: Recognize digits from an agent’s keypads during a live call and control call flow based on the input. 
    • Global Conference Calling: Integrate audio conferencing and multi-party calls into apps and build advanced call center functionality. 
    • IVR Menus: Create IVR menus with text and audio for prompts. Direct customers to the right team, department or agent and build IVR applications with automatic speech recognition (ASR). 
    • Parallel and Sequential Dialing: Forward calls to various phones in sequential order or at once and build call hunting sequences. 
    • Supervisor Coaching: Improve agent performance by providing real-time coaching on live calls. 
    • Call Whisper: Announce customized whisper messages before the call gets answered by a support or sales agent. 
    • Answering Machine Detection: Detect whether a call got answered by a machine or human and plan future actions accordingly. 
    • Voicemail Transcription: Get access to real-time, premium and accurate voicemail transcriptions. 
    • Platform Queuing: Make several inbound calls with a single API request. 
    • Real-time Call Notification: Receive callbacks over webhooks in real time and get detailed information, including call status, duration and billing info using API. 
    • Detailed Debug Logs: Troubleshoot or debug issues faster by drilling down to the details to analyze root causes. 
    • Server Side SDKs: Program in any language with server-side SDKs in Java, Python, C#, PHP, Node.js and Golang 
    • Reusable Templates: Add strong functionality quickly with an array of ready-to-use templates. 
  • Zentrunk 
    • IP Authentication: Access or authenticate SIP trunks using IP credentials or authentication for added security. 
    • Encrypted Trunks: Secure trunks with Secure Real-Time Transport Protocol (SRTP) and Transport Layer Security (TLS). 
    • Fraud Protection and Alerts: Detect and get automatic alerts to any fraudulent activity on the account. 
    • Self-Service: Easily manage and access account analytics, SIP trunks and logs. 
    • Separated Trucks: Initiate easy traffic management and segmentation with the SIP domain. 
  • Phone Numbers 
    • Search: Look for prefixes or numbers ranging across more than 120 countries and refine results based on region, capabilities and number types. 
    • Purchase: Get frictionless allocation, purchase and instant activation and make purchases at sub-account or account levels. 
  • Number Lookup API: Determine number type, carrier, country and format for any phone number across the globe starting at $0.004 per API request. 
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  • 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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Product Ranking

#31

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#97

among all
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Analyst Rating Summary

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Analyst Ratings for Functional Requirements Customize This Data Customize This Data

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RingCentral Contact Center
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Calling Capabilities Call Routing System Collaboration Dialers Mobile Capabilities Phone System Voice Intelligence And Analytics Voicemail And Messaging Workforce Management 100 94 100 88 100 100 98 100 88 0 25 50 75 100
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User Sentiment Summary

Excellent User Sentiment 578 reviews
Great User Sentiment 184 reviews
90%
of users recommend this product

Plivo has a 'excellent' User Satisfaction Rating of 90% when considering 578 user reviews from 5 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.

4.5 (419)
3.4 (32)
4.46 (78)
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4.5 (76)
4.3 (152)
3.7 (3)
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4.0 (2)
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Awards

Plivo stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award

SelectHub research analysts have evaluated RingCentral Contact Center and concluded it deserves the award for the Best Overall Call Center Software available today and earns best-in-class honors for Calling Capabilities, Collaboration, Phone System and Voicemail and Messaging.

Analysts' Pick Award
Calling Capabilities Award
Collaboration Award
Phone System Award
Voicemail and Messaging Award

Synopsis of User Ratings and Reviews

Features: Approximately 83% of users said that the product offers robust features that help save call center minutes. It also has many pre-built functions, such as the "press one to accept," that give users the ability to quickly create a prototype of the user interaction without any coding requirement.
Scalability: The platform is feature-rich according to about 100% of users. It comes with SMS failure detection and notification capabilities that help enhance operational workflows.
Customization: The product offers rich customization capabilities according to 100% of users.
Customer Support: According to 100% of users, support representatives promptly answer all urgent support needs.
User Interface: Approximately 100% of users said they like the product's user interface because of its simplicity. It can also integrate easily with other software.
API: The product offers an easy and well-documented API according to 100% of users.
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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.
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Add-ons: According to 60% of users, the product lacks many added features such as RCS capabilities, bridge libraries that can translate XML format to other formats and community support.
Documentation: More than 80% of users said that documentation is very detailed and tedious.
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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.
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Plivo is a cloud-based communication system that helps digitize and modernize business interactions. Users can automatically interact with peers and customers in over 190 countries using text messages. Based on reviews, the product offers a modern, intuitive and easily navigable interface. It is scalable, customizable and offers several features that optimize tasks. On the downside, users complain about the unavailability of many add-ons to make processes smoother. Moreover, the initial documentation is also incredibly daunting. All in all, it's an ideal choice for all small, mid, large and new businesses in almost all sectors.

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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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Screenshots

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