Freshdesk Contact Center vs. RingEX

One of FreshDesk Contact Center's greatest strengths is that it can centralize all of a company's channels for communicating with customers. Additionally, you get access to a large number of free collaborators seats, enabling you to bring on board non-customer support team members who may play an indirect role in handling client concerns. Offering an omnichannel experience to our staff and consumers eliminates the need to juggle numerous tools for handling customer service issues. In addition, we may direct customer service interactions like tickets, chats, and phone calls according to predetermined guidelines.

Incentivized

RingCentral is generally good for business calls, as its mobile features, combined with landline office options, are great for communication on the go. It is also an affordable option to have a mobile cellular device if you have a lot of staff. Setup especially for multilevel authorization can be a hassle but it works well if well set up, you would have to get help in rectifying this if not calls might be redirected to the wrong extensions and changing it is not very straight forward.

Incentivized

• Routes parent request directly to our admin department
• Allows you to set up chats
• Allows you to measure how well you are doing

Incentivized

• Chat and Messaging - Conversations are easy to search, topics can be pinned or bookmarked, and groups are easy to create and administer.
• Phone - The core functionality works very well allowing voice, txt/sms, and faxing for all users. Administration is generally fairly easy as well.
• Mobile Client - the mobile app offers all of the same functionality as the desktop or web client.
• Video - Video calls make it easy to share screens with other users and includes a lot of tools for planning.

Incentivized

• The UX and UI could use an upgrade.
• The process could be better when importing a hard line into the system.
• We could use more additional reporting features.

Incentivized

• Customer support is rudimentary. They should improve tier 1 customer support's ability to understand our needs rather than asking customers to reinstall the app
• Revolving door of account managers, which causes loss of continuity in discussing opportunities
• Analytics is not complete. Details about faxing and web meetings is missing.

Incentivized

We switched to RingEX for ease of administration, flexibility of integration (fax, web meetings, chat client, mobile app) and competitive price. Although the system has had a few quirks as it's been relying on our network much more heavily and integrating with our next-gen firewall, I can't speak highly enough of what RingEX has done for our business. I love it and can't wait to renew for a longer period of time at an even more competitive rate.

Incentivized

It's a really simple and affordable software solution if you're looking to upgrade your system or processes to a softphone. The service has been fantastic for both our outbound sales team and our inbound customer service team. As a manager, I'm really grateful I found FreshCaller early on in the process of evaluating companies to go to for a softphone.

Incentivized

Once you get used to the features of the system, it is extremely easy to find what you need. Everything is all on one place which makes the usability phenomenal. It is very user-friendly, and everything you need is mainly on the RC app. There is a separate window for your Max Agent, and everything is spelled out so you rarely have a question where something is.

There have been outages in the past, but they keep you updated on their status page. They instantly start working to resolve the issue in a timely manner. The reporting is clearly laid out if your area is impacted. They ensure that they email any updates they've made to the portal or any products they offer.

Incentivized

Occasional bandwith issues. In addition to this, I have one individual whose calls are blocked. We were not able to determine whether this was a RingEX or a carrier issue.

Incentivized

Freshcaller support is great. They will respond very quickly once I submit a ticket. On occasion, they are unable to answer a question and require a deep dive on some research for random questions but that's completely understandable. Overall, great service, great quality, and very accommodating. This is one of the better support groups, in my opinion.

Incentivized

Call-in support is fantastic. I have never called in and had it taken more than 30 minutes to resolve our issue. Email support is terrible. You will likely go 24+ hours until you hear back and the response is likely a canned one. I personally prefer the email or chat support option, but find myself calling instead because the email support experience is so poor.

Incentivized

I really didn't know all the capabilities

Incentivized

If someone has an existing system I tell them to keep that running initially and keep RingEX separate initially until the system is configured and tested to one's satisfaction. After testing and configuration is completed, then roll over the main phone numbers to the new RingEX system. I've seen one person who immediately flipped over to RingEX without properly configuring/testing the software and had many issues with missed customer calls until I helped him sort out his configuration.

Incentivized

We selected Freshdesk Contact Center because it proved to be easier to use not only for us but for the parents who call our school as well. Our parent complaints of not being able to reach our admin department have significantly decreased. I think Freshdesk Contact Center stacks up against Cisco in that the ease of use is better and the price is more efficient.

Incentivized

We are using these products like (Skype, Voip, TextNow, and Second line), but comparatively these products the RingEX has a good performance, because while we were using the other platform, we didn't get proper communication, we couldn't reach out the candidate, we lags to much into spam number, we couldn't communicate properly and the textnow we couldn't sigin sometime. When we start to use RingEX, we get much better productivity and proper communication with our clients.

Incentivized

We have 75 users and 85 phones on the system and have yet to have any noticeable outages. The system just works all of the time without issues. Our old VOIP system on Voyant would go out all the time for multiple hours. RingEX is much more stable and reliable.

Incentivized

• Overpriced for what it offered - we paid nearly $600/month for 10 users. Could not drop them fast enough for this reason alone.

Incentivized

• The ability to text vendors via RingEX has enabled us to schedule meetings, which has led to things getting done.
• Since the app works as a secondary phone, it supports privacy, and allowing messaging enables HR and LC to contact people, ensuring they are heard and their needs are met.
• The calling feature has enabled the company to make important calls to vendors and others when needed. Allowing for contracts and many other things to get done.

Incentivized