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.
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.
When I put my Mac in Do Not Disturb, it would be nice if RingCX could also go into DND via the desktop app. Unless I turn off the call queue, it'll ring even in DND.
Better calendar integrations and the ability to turn off the call queue accordingly. If I am in a meeting I don't want my phone to ring. Currently, we have to make sure we turn off our call queue manually before each call. Not a huge deal, but would be nice to have better calendar integrations (at least with G-Suite.)
More online tools and resources. The issues above may already have a solution, but I don't know where to find it and I've looked.
Currently most of our needs are being met, although the WhatsApp solution is weak and does not allow for calls and coexistance, the rest of solutions for Webchat, Social Media, and calls are meeting our needs. The other missing element is simultaneous ringing, but we have been ablet to configure priorities which we didn't have before.
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.The intuitive interface means new hires require very little training to get up to speed, and having all essential tools consolidated on a single screen keeps our daily operations running smoothly.
I rated them an 8 because their support team is highly responsive and reliable. Whenever we need to reach out with a problem, they are quick to respond and do an excellent job of keeping the ticket updated. I really appreciate that they make sure to keep us posted throughout the entire troubleshooting process, so we are never left in the dark wondering what is going on. Most importantly, they consistently resolve our issues in a timely manner, which is crucial for minimizing downtime and keeping our daily operations running smoothly.
There are far more features in the RingCX platform than in our exploration of the other platforms. Additionally we utlized another service that had stability issues along with higher costs for overall local phone services that we were able to consolidate when we made the switch to RingCX along with 3rd party services to handle various Omnichannels that were all avaiable in the RingCX platform.
