CaptivateChat vs. RingCX

RingCX solved a lot of problems we had as an organization. Being able to have easy tracking, easily managing call queues, setting up call rotations, and more is really awesome. The app is also very user friendly and we all appreciate how great the integration with Salesforce. If I had to make any complaint, or note where they could improve is turning off the call queue via a better calendar integration (Eg: if I am in a meeting automatically turning off call queues). We mainly use RingCX for troubleshooting/support calls and it's so easy to log and track (for accountability) in Salesforce.

Incentivized

• Reporting. The analytics and reporting is very detailed and customizable.
• Call Queues. We have the option of having all phones ring at once, in a certain order or the person who has been idle the longest. This helps spread the work amongst the departments.
• Retrieving recorded calls!

Incentivized

• We've had instances where items that we insisted on was not fulfilled.
• We wanted more detailed reports for our matrixes.
• Very sensitive to our virtual environments.

Incentivized

10/10. Compared to our legacy system, RingCX is a breath of fresh air. It significantly simplifies the workflow, making it easy for agents to navigate between calls and wrap up tasks seamlessly.

Incentivized

We were previously with Avaya Ring CX but they shuttered their Canadian operations and prior to that we were with a local provider and both were no where near as consistent in service, support and functionality

Incentivized

• Provided the service we required based upon an assumed initial level of customer engagement
• Increased social media engagement for the client - positive impact

Incentivized