Item: RingCX
Rating: 9
Author: Richard Charette

Overall Satisfaction with RingCX

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 and Cons

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

Because it works almost flawlessly. In the last several months, I only had one instance where I had to log out of RingCX and log back in to make it work. With our Last VOIP, we had to do that several times per day. It is always easy to log calls, whether answering with the RingCX Salesforce dialer, desktop app, or mobile phone. Creating SOPs couldn't be any easier because RingCX just works!

Alternatives Considered

We used to use SipVine before switching and they used an app called Bria for mobile stuff. It worked, but as we scaled as a business we needed more. That's where RingCX came in. Anytime a company makes a full-scale change it comes with pains, but to say that the pains for RingCX were minimal would still be an understatement. They helped us switch Seamlessly from our last VOIP; the whole process only took a few minutes, and then using the app, Salesforce integrations, etc., was incredibly easy.

Key Insights

Do you think RingCX delivers good value for the price?

Yes

Are you happy with RingCX's feature set?

Yes

Did RingCX live up to sales and marketing promises?

Yes

Did implementation of RingCX go as expected?

Yes

Would you buy RingCX again?

Yes

Other Software Used

Salesloft, Salesforce Service Cloud

Likelihood to Recommend

RingCX solved a lot of problems we had as an organization. Being able to have easy tracking, easily managing call queues, setting up call rotations, and more is really awesome. The app is also very user friendly and we all appreciate how great the integration with Salesforce. If I had to make any complaint, or note where they could improve is turning off the call queue via a better calendar integration (Eg: if I am in a meeting automatically turning off call queues). We mainly use RingCX for troubleshooting/support calls and it's so easy to log and track (for accountability) in Salesforce.

Using RingCX

Users and Roles

Comments

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