Dialpad vs. RingCentral: Which CCaaS solution is better for your business?

Is your current contact center solution truly the best option for your business? With how fast the Contact Center as a Service (CCaaS) marketplace changes, keeping track of the top players and staying on top of new developments (e.g., the addition of new features to existing offerings) is a daunting task for call center managers and business leaders with already packed schedules.

However, if you don’t stay tuned in to the shifting marketplace, you could miss out on potential cost savings and productivity gains. That’s where our trusted technology advisors come in. We’ll do the homework for you and leverage 20+ years of IT industry experience, partnerships with top suppliers, and access to niche solutions to efficiently identify the ideal CCaaS platform that aligns with your organization’s unique needs and goals.

One of the most impressive elements in our advisory arsenal is the world’s most advanced IT decision-making tool, which is capable of instantly generating a detailed matrix illustrating how all your options compare side by side. This streamlines the process of selecting the best tech for your business. Overall, we usually save our clients dozens of hours they would have otherwise spent researching the various CCaaS players independently.

In our previous “versus” blog entries, we compared Unified Communications as a Service (UCaaS) providers. We’ve moved on to the top CCaaS suppliers: This blog entry covers Dialpad versus RingCentral in terms of their cloud contact center offerings.

Before you take a look at the matrix, here’s some essential background information you should keep in mind about each provider.

CCaaS profile: Dialpad

Based in San Ramon, CA, Dialpad offers software that supports messaging, calling and meetings via one virtual space that end users can access from any internet-connected device. This supplier enables enhanced communication and collaboration with advanced artificial intelligence and also provides customer engagement software for both inbound and outbound communication with omnichannel contact center features.

Dialpad serves over 30,000 clients globally with number availability in more than 50 countries and has offered CCaaS since 2018. Dialpad Support (previously known as the Dialpad Ai Contact Center platform) includes a virtual agent powered by generative AI (genAI) that can deflect half of customer inquiries after just two weeks of training, according to CX Today. The platform also provides real-time guidance for agents, coaching analytics and automatic call grading to drive improvements in customer service.

Dialpad Support integrates with leading apps such as Salesforce, Zendesk, Microsoft Teams, and Google Workspace, among others. Additionally, it has a dual-cloud architecture for enterprise-grade resilience and disaster recovery.

CCaaS profile: RingCentral

RingCentral, a prominent provider in the CCaaS space, is based in Belmont, CA, and was founded in 1999. Today, the supplier has a presence in more than 45 countries and territories and serves organizations around the world across various industries, including education, retail, and high-tech, among others.

This supplier’s omnichannel contact center platform leverages AI to enhance both customer and employee experiences (CX and EX). Notable features include virtual agents that facilitate self-service via voice and digital channels, automated quality assurance, a comprehensive CX toolset, and real-time AI agent coaching and assistance.

RingCentral’s CCaaS offering also integrates with popular business applications, including Zendesk, Google, Salesforce, and Microsoft Teams.

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If you want to explore your contact center options with input from industry experts, we’re here to help. Connect with an advisor today by calling 877-599-3999 or emailing sales@stratospherenetworks.com. You can also streamline your search with our free assessment.