Item: RingEX
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

We made the switch from RingEX to Zendesk Talk less than 1 month ago. Prior to the switch, our organization used RingEX for about 3 years. RingEX was used by our customer support and sales teams. All other departments had RingEX installed on their computers and used it as well for internal and external communications. RingEX was our one and only phone system. RingEX provides a quality softphone system for communication with customers via phone, fax, and text. Their internal communication app, Glip is also a useful tool.

Pros and Cons

RingEX's user interface is very easy to use. Just about everything is well labeled and has a purpose.
Live reporting. RingEX's Live Dashboard is very helpful to a management team to monitor the daily operations in real time and gain a good understanding of where the team stands for the day.

Headsets. RingEX has a partnership with Plantronics, so you have to use Plantronics headsets. Unfortunately there are only a few options to choose from; very cheap headsets with no noise cancelling, or extremely expensive headsets that were not necessary to waste money on. Our employees were not able to use their own personal headsets, no matter how good they were.
Limited IVR menu options. Without upgrading to their highest 'enterprise' level, which we did not need, we had very little flexibility with how we set up our IVR menu. It would have been nice to be able to implement a "Customer Call-Back" feature so our customers did not have to choose between leaving a voicemail or staying on hold forever, but unfortunately we did not have this option. Small to medium-size businesses have this need as well.

Return on Investment

Overall, RingEX had a positive impact on our organization. It helped us grow from a small to a medium-size organization without too many hiccups.
Positively impacted our teams efficiency. We learned a lot of positives from RingEX, but also some negatives, such as what needs we have that they could not fulfill.

Alternatives Considered

Zendesk Talk

RingEX stacks up well against Zendesk Talk regarding basic phone functions. The user interface is more friendly and provides more basic features than Zendesk, such as direct extensions/#'s, quicker access to monitor live phone calls, and more robust transferring capabilities. It compares more negatively when it comes to historical reporting and back-end customizations/triggers. We have more options to forward calls to the correct people/departments than we did with RingEX.

Key Insights

Do you think RingEX delivers good value for the price?

Yes

Are you happy with RingEX's feature set?

Did RingEX live up to sales and marketing promises?

Yes

Did implementation of RingEX go as expected?

Yes

Would you buy RingEX again?

Other Software Used

Lessonly, Zendesk Chat (formerly Zopim), Zendesk Explore, Zendesk, Zendesk Talk, Google Drive, Slack, PowerDMS

Likelihood to Recommend

RingEX is well suited for many, many scenarios and companies. The larger the company gets, the less appropriate RingEX becomes. Reporting/Metrics become increasingly important as an organization scales. The quality of reporting has a direct impact on how well an organization's management team understands the companies strengths, weaknesses, and needs. In turn, this can have a direct impact on how many supervisors/managers a company needs to have on hand to be able to effectively manage the support team. I would recommend RingEX for small to medium-sized companies that do not have a strong need for detailed reporting or customizations. If you are looking for a quality platform that makes it simple to communicate with customers via phone, fax, and text.

Support Rating

RingEX offers support via email and live chat and are always there for you. Unfortunately, their support agents are also limited by the capabilities of the platform and often-times were only able to provide answers that we were already able to obtain through simpler mediums such as their online help center and glossaries. In short, they are easy to get in touch with, but they don't always provide the detailed answer that you are looking for.

Great Product for the Right Team! Metric-Lovers, beware.

Overall Satisfaction with RingEX