Audrey Thibodeau
Contact Centre Operations Manager · 201-1000
1 review written · 5.0 average
Audrey Thibodeau's favourite software
No favourites yet.
Reviews by Audrey Thibodeau
★★★★★
Setting up a new phone and IVR system for a mid-sized contact centre department is, frankly, the kind of project I lose sleep over. I was the one who pushed hardest for RingCentral, so every hiccup in week one would have landed on me. It didn't. The onboarding experience was the most structured I've seen from a communications vendor, and I say that after living through two painful platform migrations in the past five years. Their implementation team assigned us a dedicated onboarding specialist from day one, walked my team of twelve agents through the call-flow builder in a live session, and had our IVR menus fully configured before the end of day three. That almost never happens.
The IVR setup itself deserves credit on its own. Building and editing call trees is visual and intuitive, which meant I could hand minor routing adjustments to one of my supervisors after just a couple of hours of training. No ticketing a developer, no waiting on IT. Six months in, that independence still feels like a small luxury. If I'm honest, the analytics dashboard took me longer to feel comfortable with than I expected. It's not confusing, just dense. But customer support was patient every time I called with a question, and I never felt like I was being rushed off the phone.
The value for a department our size tracks well. The per-seat pricing is predictable, which makes budgeting straightforward, and the feature set covers everything from basic auto-attendant routing to more layered conditional logic without requiring an add-on. I'd point any contact centre ops manager at this, especially if you're nervous about the transition period. The first week sets the tone, and RingCentral got that right.
