The Contact Center as a Service (CCaaS) marketplace can be overwhelming. With so many options available and the rankings constantly shifting, you might worry that you’ll choose a cloud contact center offering only to regret it later.
That’s where we come in. With decades of IT and telecom experience, Stratosphere Networks can help you determine which CCaaS provider makes the most sense for your business. Our trusted technology advisors have extensive experience helping companies of all sizes and across all industries find best-in-class cloud contact center solutions. We leverage our partnerships with leading suppliers, the latest marketplace data, and our decades of IT and telecom experience to support you in making the best possible choice based on your needs and goals.
One key way that we add value for our clients is by utilizing an advanced decision-making tool to instantly generate detailed comparison matrices illustrating how different products stack up side-by-side. This simplifies the process of identifying the best option.
In our previous “versus” blog entries, we compared Unified Communications as a Service (UCaaS) offerings from leading suppliers. This blog entry covers how RingCentral compares with Zoom as a CCaaS supplier.
Before you review the matrix, here’s some essential background info to consider about each provider.
CCaaS profile: RingCentral
Headquartered in Belmont, CA, RingCentral has delivered high-quality business communication solutions since 1999. This leader in the UCaaS and CCaaS space has a presence in more than 45 countries and territories and serves businesses of all sizes globally, including those in healthcare, education, retail, and high-tech, among other industries.
RingCentral’s AI-powered contact center solution is easy to deploy and use. It improves both employee and customer experiences (EX and CX) with omnichannel communication capabilities, real-time AI agent coaching and assistance, automated quality assurance and a comprehensive CX toolset.
Call center managers and supervisors can coach agents with monitor, whisper, barge-in and take over options. Additionally, RingCentral promotes better performance with live reporting dashboards and AI-powered customer interaction analysis.
CCaaS profile: Zoom
Based in San Jose, CA, Zoom has provided outstanding communication solutions since 2011 and surged in popularity in 2020, when everyone needed an intuitive tool for remote work and distanced socializing. This supplier has a presence in over 40 countries and territories and serves organizations worldwide across industries such as education, financial services, government, healthcare and retail, among others.
Zoom Contact Center is an evolving product designed to deliver seamless and highly personalized customer service. It allows you to serve customers on all channels and resolve inquiries 24/7 through a conversational AI chatbot.
Additionally, Zoom Contact Center includes real-time AI assistance for agents, streamlined scheduling, and coaching insights from each customer interaction. The solution utilizes AI to enhance CX and EX with queue simplification, reduced hold times, intelligent routing and the automation of repetitive tasks. On top of that, the platform offers insights into trending topics, CSAT and the root of complaints to support proactive improvement.
| Provider | RingCentral | Zoom |
| HQ | Belmont, CA | San Jose, CA |
| # of Employees | 6,000 | 7,000 |
| Public / Private | Public: RNG | Public: ZM |
| Platform | Native | Native |
| Published Uptime SLA | 99.999% | 99.999% |
| Sold Standalone? | Yes | Yes |
| Minimum Seat Count / MRC | 5 seats | no minimum |
| Largest Deployment | Available Upon Request | 2,000 seats |
| Available Pricing Models | Concurrent Agent Per Agent | Concurrent Agent Per Agent |
| Usage Billing | Unlimited inbound local and LD. manual outbound. Outbound Dialer is billed in 6 second increments | round up to next full minute |
| Ports / Call Paths | unlimited | unlimited |
| Proprietary Cloud PBX Option Available | yes | yes |
| UCaaS Resellers | no | NTT |
| Key Acquisitions | Connect First, Dimelo | Solvvy (Conversational Al) |
| Primary Datacenters | APAC: Singapore Australia: Melbourne, Sydney Canada: Toronto Europe: Frankfurt, Munich Latin America: São Paulo United Kingdom: London, Manchester United States: Dallas, Los AngelesRingCentral RingCX leverages public cloud (AWS for application services) and private cloud (Equinix and others for media, PSTIN POPS) | APAC: Hong Kong, Osaka, Singapore, Tokyo Australia: Melbourne, Sydney Canada: Toronto, Vancouver China: Tianjin Europe: Amsterdam, Frankfurt India: Hyderabad, Mumbai Latin America: Queretaro (Mexico), São Paulo United States: Denver, Newark, New York City, San Jose, VirginiaZoom is hosted on AWS cloud and leverages the global AWS Cloud Footprint |
| International PSTN Coverage Link | Location List | Location List |
| BYOC (Bring Your Own Carrier) | Yes Additional NRC: Yes Additional MRC: Yes (if RingCentral supplies the SBC) Redundancy Strategy: Customer can forward their carrier numbers to RingCentral numbers as a backup. | Yes Additional NRC: No Additional MRC: No Redundancy Strategy: If BYOC is unavailable, users may still dial out via other trunking. Additionally, BYOC may allow inbound forwarding to alternate destination. |
| Outbound Dialer Options | Agentless, Power, Predictive, Preview, Progressive TCPA Compliant Option Available | Agentless, Power, Predictive, Preview, Progressive TCPA Compliant Option Available |
| Digital Outreach / Proactive Engagement | SMS, RCS, Chat, Mobile App | SMS, MMS, Email, Chat |
| SMS Codes Available | Local 10 Digit, Toll-Free, International Coverage (US/Canada only) | Local 10 Digit, Toll-Free, International Coverage (US/Canada only; others ICB) |
| Queue Callback | Agent First, Customer First, Hold Place in Queue | Agent First, Customer First, Hold Place in Queue. Scheduled Callback |
| Mobile App Available? | n/a | n/a |
| Inbound Digital Channels / Features | Chat (Agent), Co-browse, Email, Fax (via Email), MMS, SMS, Social Media, Video | Chat (Agent), Email, MMS, SMS, Social Media, Video, Work Item Routing Third-Party: Co-browse, Fax |
| Social Channels | Inbound/Outbound: Apple Business Chat, Facebook, Instagram, LinkedIn, X (Twitter), WhatsApp, YouTube Full List | Inbound/Outbound: Facebook, WhatsApp |
| Other Features | Agent Scripts Live Agent Barge/Take Over Function Live Agent Coaching/Whisper Function Speech & Text Analytics Surveys / CSAT | Agent Scripts Live Agent Barge/Take Over Function Live Agent Coaching/Whisper Function Screen Recording (third party) Speech & Text Analytics Surveys / CSAT |
| Native CRM Included | No | Yes (limited functionality) |
| Microsoft Teams Certified | No | No |
| Line of Business App Integrations | Native: Salesforce, ServiceNow, Zendesk Third Party: Athena Health, Bullhorn, Cerner, EPIC Custom: Halo CRM, Jack Henry, Kustomer, NetSuite, Oracle, SAP, Slack, SugarCRM | Native: Microsoft Dynamics, Salesforce, ServiceNow, Zendesk Third Party: Slack, SugarCRM, Zoho Custom: Athena Health, Bullhorn, Cerner, EPIC, Freshdesk, HubSpot, Jack Henry, Kustomer, Microsoft Teams, NetSuite, Oracle, SAP |
| Enterprise App Store | Yes | Yes |
| Artificial Intelligence Offering | Native: Al-derived CSAT, Business Insights (Conversation Trends/Keyword Spotting/Topic Mining), Post-Interaction Summarization, Quality Assurance Scoring Third Party: Chat Bot, Next-Best Action, Real-time Coaching, Sentiment Analysis Additional Capabilities: RingSense for RingCX add-d-on: Real-time Summaries Post-call summaries and transcriptions, Automated call scoring, Agent Feedback, Coaching Moments, Speech Analytics | Al-derived CSAT, Business Insights (Conversation Trends/Keyword Spotting/Topic Mining), Chat Bot, Knowledge Retrieval, Next-Best Action, Post-Interaction Summarization, Quality Assurance Scoring, Real-time Coaching Sentiment Analysis Additional Capabilities: Zoom Virtual Agent; Full List |
| Large Language Model | LLM: Available Upon Request Verticals: roadmap BYO AI: no OpenAl Integration: n/a | LLM: Anthropic, OpenAI, Zoom Verticals: Retail, Technology BYO Al: yes OpenAl Integration: Zoom’s unique federated approach to generative Al is designed to deliver high quality results by dynamically incorporating Zoom’s artificial intelligence model as well as third-party artificial intelligence models provided by subprocessors, such as OpenAl and Anthropic. With this approach, Al Companion can incorporate innovations in artificial intelligence models while getting the benefits of improved quality and performance. |
| Routing Options | Attribute / Skill-based Routing, Bullseye Routing, Omni-Channel Queues, Personality Routing, Predictive Routing. Preferred Agent Routing, Priority Routing Additional Capabilities: Track Routing (routing to off-system numbers, Cloud Routing (destination specific pre-queue logic; e.g. percent allocation across various queues) | Attribute / Skill-based Routing, Bullseye Routing, Omni-Channel Queues, Preferred Agent Routing, Priority Routing |
| Workforce Engagement (WEM) Offering | Third-Party (Calabrio) Features Include: Gamification, Performance Management, Quality Management (QM), Workforce Management (WFM) | Proprietary Third-Party (Assembled, Calabrio, CallMiner, Community WFM, Eleveo, Verint) Features Include: Gamification, Performance Management, Quality Management (QM), Workforce Management (WFM) |
| Compliance | CPNI, FINRA, GDPR, HIPAA, HITRUST, ISO 27001, PCI, SOC 2 Additional Compliances: Full List | CPNI, CSA, FedRAMP (moderate), FINRA, GDPR, HIPAA, HITRUST, ISO 27001, PCI, SOC 2, SOX Additional Compliances: Full List |
| Case Studies | Case Studies | Case Studies |
| Top Customer Verticals | BPO, Finance | Education, Healthcare, Retail, Wealth Management |
| On-Site Implementation / Training | Yes | Yes |
| Implementation Overview | Implementation Overview | Implementation Overview |
| Knowledge Base | Native | Integrated Native |
| Downdetector | Downdetector | Downdetector |
| Differentiators | Specifically tailored for outboundoriented contact centers that require auto, manual and TCPA-compliant dialing Active-Active-Active microservices architecture in AWS with 99.999% uptime SLA Natively integrated with RingCentral Office for presence, directory lookup and back-office communication, single signon with MVP and RingSense, Escalate to RingCentral Video | Only provider with one client for video meetings, webinars, events, phone, chat, mail, calendar, omni-channel CX suite, WFM, QM, HR, whiteboarding, recording, notes, docs, all with Al Companion. |
If you want to explore all your CCaaS options, our advisors can efficiently identify the best contact center solution for your business. Start today by calling 877-599-3999 or emailing sales@stratospherenetworks.com. You can also jumpstart your search with our free 15-minute assessment.
