RingEX has been a boon to our business
Updated March 22, 2017
RingEX has been a boon to our business
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with RingCentral MVP
RingEX is our current VOIP softphone tech. Our entire support and customer service teams use RingEX all day everyday. I love not having a bulky phone taking up real estate on my desk. As far as VOIP softphones are concerned, RingEX has handily satisfied all of our business needs at present. We have tried using others in the past, such as OnSIP, but they caused more pain points than solutions.
- Group calling for training/shadowing purposes. As senior support, I frequently have teammates who want to be on the call (though muted) when I call customers back. RingEX makes this incredibly easy to do; dial my teammates ext, click the giant plus symbol, type in the customers number, then click "add." When I first discovered how easy it was to do this kind of group calling, I began leveraging it for more training opportunities.
- Status updates makes it easy to set myself as available to take calls or unavailable. Often times a post-phone call requires research before I can answer another phone call. RingEX has a status bar update button (much like the old school days of AOL instant messenger), which allows me to accept or not accept inbound calls.
- Easy to navigate settings menu. The softphone itself is very slim with the classic number arrangement you would expect and all further settings use icons to help configure the phone. I generally do not need to login to the RingEX website to perform basic configuration and can instead use the softphone app itself to do this.
- Integrations. RingEX has an okay integration with our current ticketing system HelpScout. It will capture a voice transcription and place it as a new ticket in our inbox. Sometimes the transcription is not that great (listen to the voicemail), but the bigger thing is we have to leverage two different technologies (ticket system and VOIP softphone) to complete 1 task.
- Call barging. To my knowledge, RingEX does not have the ability to allow someone to join your call without them being added to the call by one of the folks engaged in the call. What if I need to get a teammate or supervisor involved right away? Yes, I could transfer the call or dial them in, but that does not always feel like the best experience for the customer.
- Less funds have been spent on desktop phone hardware, storage space for broken phones or phones in disarray, and no need for in-office tech support. This has been a huge ROI for us.
- I'm not sure that our use of RingEX has had any negative impact on our ROI. Or if it has, its negligible and not on my radar.
- OnSIP
One of the biggest reasons we left OnSIP was issues with call dropping due to call volume and amount of users. To my knowledge (as I was not intimately involved in our transfer of VOIP services), OnSIP began harming our SDR department with frequent call dropping. We even upgraded our ISP services and bandwidth up/down to try and alleviate any issues thereof, but the ultimate problem we determined was with OnSIP and we decided to part ways with them. Since we transferred over, our SDR team and customer service teams have been happy as call drops are now a rarity.