RingCentral RingCX | CTI | Contact Center | IVR | Click-to-Call | Scripting

Unreliable Integration, Unresponsive Support

We’ve been using the RingCentral for Salesforce integration and it has been frustratingly unreliable. - Call data comes through only intermittently, even when users are logged in. - Calls often fail to attribute correctly to the right Salesforce user. - Integration settings are not accessible, leaving us unable to configure or troubleshoot. - Key call data is not passed unless logged manually — which defeats the entire purpose of the integration. We’ve tried working with RingCentral support, and the case has sat open for six weeks now with zero meaningful progress. The agents are unresponsive and requests for escalation are ignored. This is not just a minor bug — it blocks us from tracking sales activity properly, which has direct impact on revenue. Unless you are prepared to babysit every call log manually, this app is not reliable. We are now actively considering alternative vendors due to the lack of support and accountability.

Product is not ready for prime time

We implemented the RingCentral Call Center software with the Salesforce integration and it flat out does not work. Calls are dropped frequently, issues with one way audio where we can hear the customer but they cannot hear us or vice versa, we are unable to transfer calls between agents, calls going directly to voice mail without being routed to an agent, dead air issues, ring no answer, and more. In my experience, given their lack of development expertise in this area, they are unable to create a more resilient software that isn't so sensitive to small blips on network and application resource (processing, memory, error handling) usage. It is crippling our business and impacting our customer experience and NPS scores dramatically. In order to catch up to other proven call center solutions, wait a few years for Ring to attempt to further develop their solution.