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RingCX

Score9.1 out of 10

23 Reviews and Ratings

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What is RingCX?

RingCX, based on the former Dimelo, is an AI customer interaction tool built to power digital customer engagement.

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Categories & Use Cases

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Who Buys & Uses RingCX

RingCX Reviews

What users are saying about RingCX.
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Pros

  • Advanced call routing and queue management
  • Detailed and customizable reporting and analytics
  • Ease of implementation and quick setup

Cons

  • Need for more robust integrations (e.g., calendar systems)
  • Limited desktop application functionality and native app availability
  • Demand for more in-depth and modernized reporting tools

1 in managing full customer journey

Incentivized
Filip DvokView profile
QA Automation Tester in Engineering at RaiffeisenBank (1001-5000 employees)

Use Cases and Deployment Scope

RingCentral RingCX definitely makes it easier and helps us to track the full customer journey and also to reduce context switching! The CRM integrations are especially useful. Having voice, chat, messaging and other interactions all in one place makes our support more reliable and fast responding. RingCX has a lot features in general that our helpful in our sector.

Pros

  • Reduce context switching
  • Managing multiple communication channels
  • Track full customer journey
  • CRM integrations

Cons

  • On-boarding new employees
  • Voice chat
  • More simple UI

Return on Investment

  • Effective for learning
  • Reliable customer support

Usability

Alternatives Considered

Talkdesk

Other Software Used

Postman, Amazon Web Services

New RingCentral CX User

Incentivized
LaTasha SmithView profile
Contact Center Operations Manager in Customer Service at The Potter's House of Dallas (201-500 employees)

Use Cases and Deployment Scope

My organization uses RingCX for inbound and outbound calls for our faith based community. this product allows full IVR functionality, queue routing, and reporting on our day-to-day performance. We are the front-line support for an international community of faith based people. RingCentral allows us to respond to immediate and future needs of our audience and provide reports to executives to make informed decisions.

Pros

  • The help (chat) function on the platform is very useful
  • ACE WEM is robust and easy to navigate
  • Adding audio to the library is seamless

Cons

  • The reports are not as visual of a fit as my organization is used to. We have to export and use Power BI for a better visualization
  • Our initial build team had to be adjusted many times before we got real answers and solutions
  • The TASC team that I encountered were not as helpful as I expected

Return on Investment

  • Our budget was positively affected
  • Agent adoption took longer than our previous vendor

Usability

Alternatives Considered

NiCE CXone

Other Software Used

HubSpot CRM, Asana, Microsoft SharePoint

RingCX sucks

Incentivized
Katie Ramos
Referral Specialist in Customer Service at Texas Dermatology (51-200 employees)

Use Cases and Deployment Scope

We use RingCX to answer scheduling and referral calls. The product has made more problems than it has solved. I did not have any problems answering calls prior to this system.

Cons

  • 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.

Return on Investment

  • negative. my call quality is terrible with this system.
  • negative. having to leave a disposition after every call is not needed

Usability

Alternatives Considered

RingEX

Great Product.

Incentivized
Verified User
Technician in Information Technology (1001-5000 employees)

Use Cases and Deployment Scope

RingCX manages our inbound and outbound calls across a distributed workforce. The native CRM integration addressed our data accuracy issues by automatically logging calls and transcripts. It gives us clear visibility into agent performance and has streamlined our workflow significantly, successfully replacing our previously disjointed and expensive legacy systems.

Pros

  • Call Routing.
  • Queue Management.
  • Accessibility.

Cons

  • More improvement of The RingSense AI summaries.
  • Admin portal not easy to navigate.
  • Native app for RIngCX.

Return on Investment

  • Agent can easily use the service from anywhere.
  • Less tech support needed.

Usability

Other Software Used

Google Analytics, Google App Engine, Anthropic Claude

RingCX is a reliable service.

Incentivized
Verified User
Engineer in Information Technology (501-1000 employees)

Use Cases and Deployment Scope

We are a dermatology company with 37 offices. We have 3 call centers that heavily use Ring Central as well as the rest of the company. Without it we could not be able to function at full capacity.

Pros

  • Routes calls appropriately with the queues and custom rules we have in place.
  • The analytics side, is very beneficial to our scheduling team.
  • It allows us to notify our patients on occasions.
  • It is reliable for our patients to leave us messages.

Cons

  • Custom rules to be global.
  • Create templates for user setups.
  • Have an AI site to help with common troubleshooting issues.

Return on Investment

  • It allows us to grow with better patient scheduling.
  • It allows us to manage internally with our employee scheduling.
  • When necessary we can have other offices cover if an office is down for any reason.

Usability

Alternatives Considered

Cisco AnyConnect

RingCX Alternatives

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