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RingCX

Score9 out of 10

12 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.

Categories & Use Cases

Reviews

What users are saying about RingCX.
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Great Product.

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

Excellent system and service cost effective and a modern feel to the interface

Incentivized
Verified User
Project Manager in Sales (1001-5000 employees employees)

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

Incentivized
Verified User
Director in Information Technology (51-200 employees employees)

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

BBMS Review of RingCX

Incentivized
Erin Leaman
VP Finance in Finance and Accounting at Best Buy Medical Supplies Inc (51-200 employees employees)

Use Cases and Deployment Scope

We use RingCX in our customer service centre to manage incoming calls and emails, record calls, provide volume metrics and to coach and have an environment of continuous learning and improvement when it comes to servicing and supporting our customers.

Pros

  • Call flow management/routing
  • Reporting
  • Call recording/logging

Cons

  • Email management was difficult to get running as smoothly as we'd like

Return on Investment

  • We had been experiencing dropped calls and call quality issues, none of this occurs anymore
  • We previously were not able to route, manage and report on email coming into the team, now we can

Usability

Other Software Used

Microsoft Dynamics 365 Business Central, HubSpot CRM, Microsoft SharePoint

For a reliable VOIP solution with seamless mobile app functionality and Salesforce integration, choose RingCX.

Incentivized
Richard CharetteView profile
Customer Success Manager in Customer Service at Idle Smart (11-50 employees employees)

Use Cases and Deployment Scope

Prior to RingCX, we had issues with our VOIP just not having any control/customization or really any visibility. When we signed up for RingCX, what we needed was something that was integrated with our CRM (Salesforce), had easy logging and tracking, and had a mobile app that could be used for when we're on-call, away from our desk phones, etc. RingCX had it all (and more).

Pros

  • Tracking
  • CRM Integration
  • User-Friendly Mobile App
  • Call queues for things like on-call/weekend support
  • Easy CRM logging

Cons

  • 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.

Return on Investment

  • Great Return on Investment
  • Easy to use on desktop or mobile
  • Easy setup (we did it in one day and the migration from our old VOIP to RingCX only took, literally 2 minutes).
  • Reduction of call times since
  • Reduction of logging time since it's integrated with Salesforce
  • Surprisingly user-friendly mobile app
  • Excellent Customer Support
  • Omni-Channel tracking (eg: if I log a call and the person calls back later and speaks to somebody else the calls can be, essentially, tied together with notes from both of the team members)

Usability

Other Software Used

Salesloft, Salesforce Service Cloud

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