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
Likelihood to Recommend
This is a fantastic call maangement system, in particular for call centre management
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.
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.
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!
Likelihood to Recommend
RingCX can be well suited for any environment. It's call center focused but it can also be used in a non-call center setting.
We use Dimelo to manage the social media interaction for a client of ours. We are an outsourcing organisation and provide services for our clients, social media management being one such service.
Pros
Very simple to use
Broad range of social media channel access
Cons
Social media listening over and above management
Simpler schedule for content managing posts where the content editors may not have/need/want direct access to Dimelo--such as marketing directors, etc.
Likelihood to Recommend
We use Dimelo for managing across multiple channels for single clients, which it is really good at.
We have not had as much success in identifying posts that may be more suited for escalations--so, for interrogating the content of posts for intent, sarcasm or content inspection, and to automatically assign to different departments or colleagues depending upon the rules.
This application is being used throughout the company, specifically to unify conversations between customers and employees, since they receive messages from different social networks and platforms, such as web, chat and mobile phone. This application allows me to provide quality service to customers.
Pros
Being able to unify all the messages we receive daily is easier.
It helps reduce time when giving answers and solutions to problems that arise.
Its interface is very simple and easy to understand.
You can add all customer interactions in digital channels and synchronize ticket information and customer profiles with your existing CRM
Cons
For some users it can be a bit complicated and cumbersome.
It would be good to have a good user manual step by step to make it easier.
Without an internet connection it does not work.
Likelihood to Recommend
It adapts very well for companies that are dedicated to serving their customers on a daily basis through support, solutions, or information. You can categorize messages and thus be able to assign each user depending on their abilities and needs. This allows you to monitor the results and thus be able to keep statistics of your progress in terms of the attention of users.
