Who this comparison is for
VoiceLink highlights
- Skills routing, callbacks, supervisor barge/whisper
- Prometheus-native metrics and QoS (MOS/jitter/packet loss)
RingCentral MVP highlights
- Broad UC suite and enterprise telephony footprint
Capability matrix
| Capability | VoiceLink | RingCentral MVP | Notes |
|---|---|---|---|
| Contact-center routing depth | full (queues/skills/sticky/VIP) | partial (requires CC add-on) | MVP vs CCaaS SKU |
| Compliance recording (pause/resume) | Native | partial (plan-dependent) | — |
| Transcripts & redaction | Full | Partial | Model choice + PII redaction |
| Observability (/metrics, MOS) | Native | Partial | Grafana-ready vs dashboards |
| Automation (FlowForge recipes) | Native | partial (limited webhooks) | — |
| Velaxe Agent Desk/Chronicle linkage | Native | None | Stack-native |
- Focus on CC use cases; UC messaging/meetings are outside scope.
Total cost of ownership
If CC features are central, VoiceLink avoids layering a separate CCaaS SKU on top of UCaaS — reducing overlap and integration toil while improving SLA observability.
Assumptions
- 20–60 agents, support-centric workload
Migration plan
From RingCentral MVP · DID port/forward → queue/IVR rebuild → policy & metrics cutover
-
1
Forward or port numbers to VoiceLink routing
-
2
Rebuild queues/skills; enable callbacks & VIP logic
-
3
Turn on transcripts/redaction; export SLOs to Grafana
Security
- Retention policies per queue/region; legal holds
- SSO/SAML & SCIM for workforce
Evidence & sources
| Claim | Value | Source |
|---|---|---|
| QoS metrics | MOS/jitter/packet loss surfaced to /metrics | product_docs |
About VoiceLink
VoiceLink is the reliable voice layer for Velaxe. Spin up a WebRTC softphone, connect SIP/PSTN trunks, configure IVR and skills routing, and record calls with PCI pause/resume and redaction. Transcribe audio with leading STT engines and surface key phrases, sentiment, and dispositions.
Agents work calls inside Agent Desk with screen-pop, notes, and wrap-up codes. Automate escalations and callbacks via FlowForge, store recordings in SecureStore with region pinning, and analyze service levels and MOS quality in InsightLake.
Built for compliance, performance, and scale—STIR/SHAKEN, consent prompts, granular retention, and Prometheus-friendly /metrics out of the box.