Item: RingEX
Rating: 9
Author: Mariana Navarro

Overall Satisfaction with RingEX

Use Cases and Deployment Scope

We use RingEX all along the organization for communication with external people: tenants, vendors and owners. It’s a great product to have a job phone number and don’t need to give your personal number. As well we use it for remote workers who don’t live in the US. It also allows us to structure our phone tree and with the routing features we ensure incoming communications reach the right person directly. RingEX also is a powerful tool for leadership since it provides detailed call analytics, helping managers measure response rates and times.

Pros and Cons

Pros

Customer service optimization by ensuring consistent and professional communication.
Detailed data reporting.

Cons

Business analytics- you need to review some formulas. For example, answered and not answered rates.
Support center- not all agents understand the needs and know how to solve.
Glossary is not always useful. Could be improved.

Return on Investment

Increased Operational Efficiency
Better Data for Strategic Decisions

Reliability and Availability

The service works 99% of the time. There’s constant maintenance and they let us know in advance about it and is outside business hours.

Once the system broke and as soon as I reached out, they took actions immediately and resolve within one day.

Unified Communications Solution

- Call Routing has really help to automate processes and reduce waiting times.

- Voicemail Transcription is a time saving feature.

- RingEX provides reliable communication with tenants and owners.

- Mobile Access: Field agents can take calls, join video meetings, or message team members directly from the RingEX mobile app.

- We’re currently exploring the integration with Microsoft 365, which seems to be working great and will save us lot of time and improve our customer service team efficiency.

- Call Reporting & Metrics: I am able to track call volume, missed calls, call duration, and peak hours to evaluate team performance.
- Admin dashboard helps me to review and administrate everything from one place is an easy way.

Alternatives Considered

RingCX, Slack and Microsoft Teams

Key Insights

Do you think RingEX delivers good value for the price?

Yes

Are you happy with RingEX's feature set?

Yes

Did RingEX live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of RingEX go as expected?

I wasn't involved with the implementation phase

Would you buy RingEX again?

Yes

Likelihood to Recommend

RingEX is a powerful tool for scalable infrastructure for multi-market growth and to communicate with people outside the organization. The AI feature is great for taking notes of the calls and remind you what you agreed to do after the call. It’s less appropriate for internal communication, but it also works.

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