#1 most frequent
United States of America
75.0%18 installations of 24
What is RingCX?
RingCX, based on the former Dimelo, is an AI customer interaction tool built to power digital customer engagement.
Categories & Use Cases
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Who Buys & Uses RingCX
#2 most frequent
Canada
12.5%3 installations of 24
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
8.3%2 installations of 24
Pros
- Robust call routing and queuing capabilities
- Flexible call distribution options (simultaneous, sequential, longest idle)
- Detailed and customizable reporting and analytics
Cons
- Limited integrations, especially with calendar systems (e.g., G-Suite)
- Lack of a native desktop application and poor OS setting synchronization (e.g., DND)
- Requests for more detailed and modern reporting suites
Honest review
Use Cases and Deployment Scope
It's our CCaaS solution. It's used to receive and send SMS from a 10 DLC number, webchat, and social media pages management. We had some trouble at the beginning with the setup but by the end of the project we had been able to find workarounds for our concerns, The main concern is the WhatsApp does not have coexistance between API and App.
Pros
- CCaaS
- Monitoring of Calls
- UCaaS
Cons
- Call Parking between EX and CX solutions, they live in different worlds
- WhatsApp coexistance not possible
- SMS Booster, it is limited to only 50 simultaneous users
Return on Investment
- Productivity Gains
- Flexibility on International Calling
Usability
Other Software Used
Google Authenticator, Mitratech INSZoom, Google Sheets
Great Product.
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
Best Internet Phone System
Use Cases and Deployment Scope
Having the RingCX (Ring Central) app has been wonderful for all of our attorneys. They now use their cell phones through the app which keeps their cell numbers private. We have encountered very few issues with the phone system in our office. RingCX seems to be on top of all RingCX issues and let's us know if there any potential issues and resolutions. For an internet based phone service, the call quality has come a long way since internet phone systems came into the market. I highly recommend this phone system for any business.
Pros
- Call quality is top notch.
- Ease of use.
- Technical issues quickly addressed.
Cons
- The texting feature is kinda a pain to set up for outside users.
- Don't like that outsiders can randomly text into our phone system. Not sure how to block these text messages from spammers.
Return on Investment
- I'm not privy to the tangible numbers.
- It is nice to have one phone number for 5 offices. Anyone can answer the main line and talk to a live person.
- We are not sold on the AI receptionist. We would like to use it if no one can answer the phone line, not use it as the first one to answer the phones.
Usability
Other Software Used
Clio, SoftPro, Topline Leads
Excellent system and service cost effective and a modern feel to the interface
Use Cases and Deployment Scope
We use RingCX in our organisation to manage a large customer service and sales operation. RingCX integrated omnichannel calling and live chat to liaise with customers 24/7. We have 15 agents who deal with over 1000 customer queries a day and RingCX makes this a really seamless operation.
Pros
- Query Disposition for easy Reporting
- Live agent chat direct with customers
- Call routing based on query type
Cons
- Reporting suite needs to be modernised
Return on Investment
- ROI vs competitors
- Innovation of the services
Usability
Alternatives Considered
Five9
RingCX will provide you the information to evaluate change and the flexability to make the changes to improve your businesses customer interactions
Use Cases and Deployment Scope
We utlize the service as our primary means of communication for our inbound customer traffic from inbound calling to chat messaging. The service provides us great reporting on the queue, user and line activity allowing us to adjust schedules, address training and proactivtly plan our customer experiance through our primary sources of communcation and support.
Pros
- Reporting
- Call Flow Customizability
- Queueing Options
- Skills Based Routing
- Scripting
Cons
- Integration with the desktop application
- Transfer status for direct transfers to users on the EX system (outside of the contact center)
Return on Investment
- We have been able to improve our customer experiance through advanced call flows
- We consolidated a variety of adhoc vendors into the RingCentral CX Omnichannel offerings which centralized reporting, user workspace and overall a single pane of glass
Usability
Alternatives Considered
AT&T Business and Avaya IP Office
Other Software Used
Microsoft 365, HubSpot CRM
