#1 most frequent
United States of America
75.0%18 installations of 24
What is RingCX?
RingCX, based on the former Dimelo, is an AI customer interaction tool built to power digital customer engagement.
Categories & Use Cases
Who Buys & Uses RingCX
#2 most frequent
Canada
12.5%3 installations of 24
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
8.3%2 installations of 24
Pros
- Detailed and customizable reporting features
- Flexible call queue management options
- Easy to use interface on desktop and mobile
Cons
- Inconsistent responsiveness of technical support
BBMS Review of RingCX
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
RingCX
Use Cases and Deployment Scope
Contact Center we utilize phone, text, and chat.
Pros
- Set-up was well structured, and programmers made adjustments for items we requested
- conversion was quick and easy
- Sales team worked with us to get to pricing we had budgeted for
Cons
- Tech support
Return on Investment
- Analytics/dashboards are nice
- Will help us to reach younger membership
- Tech support a little on slow side
Usability
Alternatives Considered
Comcast Business VoiceEdge
RingCentrals RingCx performs.
Use Cases and Deployment Scope
We needed a program for our Customer Service department as our previous vendor was leaving the business.
Pros
- IVR construction.
- Set up of accounts are clear cut.
- Integration with our current tech ecosystem.
Cons
- We've had instances where items that we insisted on was not fulfilled.
- We wanted more detailed reports for our matrixes.
- Very sensitive to our virtual environments.
Return on Investment
- We lost several months of recordings because the engineers didn't set up our retention policy.
- It takes a while to get a return call from an agent and they would call after hours.
- The ease of use is incredible.
Usability
Alternatives Considered
RingEX
Other Software Used
Microsoft Teams, Slack
For a reliable VOIP solution with seamless mobile app functionality and Salesforce integration, choose 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
- 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
RingCX
Use Cases and Deployment Scope
We are a long term care pharmacy and RingCX allows us to queue phone calls for each of our departments. The automated attendant allows for the callers to route themselves to the appropriate department. Then RingCX will allow for the call to hit a queue and be able to assign calls based on a variety of factors.
Pros
- Reporting. The analytics and reporting is very detailed and customizable.
- Call Queues. We have the option of having all phones ring at once, in a certain order or the person who has been idle the longest. This helps spread the work amongst the departments.
- Retrieving recorded calls!
Cons
- Some of the reporting could be more indepth but for the most part it's spot on!
Return on Investment
- Positive impacts all around!
Usability
Alternatives Considered
Mitel 6900 IP Series
Other Software Used
Balto, RingEX