RingCX vs. Verint Community

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.

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If you need a community platform that's very versatile and has a relatively low entry-cost to get started, Verint is a good pick. If you need a solution that is guaranteed to work seamlessly and have no hiccups or issues overall, it is not well suited. Although it is a SAAS solution, some of the aspects of the platform do not make it seem so.

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• 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!

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• Forums - organizing forum questions and identifying answered
• Various layouts of blogs, divided by groups to enable different or similar layouts throughout the site. Ability to enable all to view the same or have particular groups of blogs to stand out and have it's own look and feel
• ability to customize widgets to the needs of your use case

• Call back feature having some kind of info as to who I'm calling back.
• Turn off the working feature after every call. I forgot to turn it back on, and then I'll be in the working state for 30 minutes later.
• The messaging system is terrible and honestly non functional.

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• I would like to see engagement in the Elevate platform increase in discussions. We get so busy in our day, it is hard at times to get enough activity in a topic I know many struggle with in the contact center. The more sharing the better.
• It would be nice if it were easier to connect as friends. That piece in Elevate seems difficult to build a network group and communicate with them all at one time on a topic or encourage them to join a discussion board when you know they have contributions that would benefit.

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.

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I am not part of this decision making process, but I did provide positive feedback to the decision making board.

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The reason I gave this rating was I would like to see global rules created for say holidays. Currently I have to create 37 individual custom rules for say Memorial day. Which is quite cumbersome. Or maybe a template that could we could make a copy. A copy feature would also be handy.

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If you are an experienced online community professional, Verint offers the flexibility you need. You do need to have a lot of expertise if you want to build a solid user experience because there isn't a template out-of-the-box that is just ready to go for various use cases. It will take awhile to fully understand the capabilities of Verint Community.

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.

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While the support portal (cases) is helpful, I've been even more impressed by their own support community. I always get quick, thoughtful, and interesting answers to my questions from support personnel, in-house developers, other users, and even the VP/GM himself! They have a really wonderful thing going there.

It is an excellent service.

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all customizations should be under warranty so that you get the right level of support from the 3rd party

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.

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I believe Verint Community stacks up very against previous solutions I have worked with. For an externally facing community, I think Jive-X was the best in class for many years, and Verint matches up very well from a features and configuration perspective. The other key point for me, is that Verint Community is also similar to Jive in that it has an extremely strong customer community of experienced community professionals. Verint does a great job of engaging with us about future plans, roadmaps, events, etc. I think this is a very under-rated benefit of a community platform, and Verint's is exceptional.

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Highly scalable system with the ability to expand to an increasing number of users and communities

• It helps to reduce expenses in the company since you unify all your means of communications in a single system.
• I can measure our support effectiveness with various indicators, easily compiling them to give me insight into how to improve our processes
• I can effectively supervise service agents in real time and visualize their daily activities on a board, which allows me to improve every day.

• Verint Community has helped to gain more than one lakh users which shows that the platform is extremely stable and engaging. This helped for more brand awareness and e-commerce conversion rates
• We have had huge problems with non English countries where this platform's limitations has caused huge number of loss and less user count. Hopefully this is fixed soon.
• Our major plan was to expand our segments and verticals such as gaming, education and business which was done very well by using this platform and our team was able to customize it based on our brand's identity. We looking to expand to much more countries and hopefully target all our worldwide businesses.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info