We operate a 24 hour a day call center, and wanted to streamline our business. We were using Vonage before, but it was extension based, not user based. With RingEX we are able to run reports, and get a better handle on our customer service.
Pros
Call Queues
User Setup
Reports
Phone recordings
Cons
AI
Too many emails
Likelihood to Recommend
We operate at 4 locations across 3 states, and operate a 24 hour call center. RingEX was easily migrated from previous vendor, and since it is user focused, instead of extension focused, we can setup users in multiple groups to cover all calls.
We were using Mitel on-prem and our users faced many challenges with using the desk phone remotely. That system didn't have a great way to forward all calls to you your cellular phone. We started looking at RingEX and were amazed at the features that it had. Users were able to easily control where their phone would ring and where. The management of RingEX is so much easier than what we dealt with Mitel.
Pros
The ability to set up templates to control when users phone forward to a new extension.
The overall management capabilities that you have from the MVP Admin Portal.
The ability to have Text, Phone call, Fax, Conference from one number.
Cons
Make it easier to manage missed calls, text and faxes.
Likelihood to Recommend
RingEX was able to resolve all the issues that our employees faced with our previous phone system. With RingEX, we gained better control and management of the phone system.
Our customers contact us through this phone system, which helps us control queues.
Pros
Provide data
Support
Easy to use
Cons
Agents are able to disable themselfs from the queues
Update their documentation for users
Likelihood to Recommend
Well suited when you need a phone system that's easy to structure and understand, it is less appropriate when you need to control the status of your agents, it lets users avoid calls by just clicking a toggle
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
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.
Cons
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.
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.
VU
Verified User
Manager in Customer Service (Package/Freight Delivery company, 51-200 employees)
We use RingEX across the whole organization. Each of our employees has his/her own extension number which is very convenient. We use RingEX for phone calls, voice mails and conference calls, sometimes we use it for video meetings with our clients and it is very helpful that it has a screen sharing feature.
Pros
It allows each employee to have his/her own extension number which is very convenient
We are a small organization and RingEX has pretty affordable prices for small companies like ours.
Screen sharing feature is very helpful for video meetings with our clients and partners
Cons
Mobile app is good, but not very user friendly
Not all pricing options are shown on their website. When we called to customer service they showed us where to find other price options, but without their help we'd never find them. It'd be much more convenient if they showed all price options in one place.
User interface (both mobile and web) shows features that are not available in our plan, it is quite confusing
Likelihood to Recommend
RingEX is a pretty good software product. In my opinion, RingEX is very well suited for any organization that needs a high quality phone communication system. I see that RingEX is very widely used in different business areas and by different sized companies: enterprises, medium businesses, small businesses and even by very small 2-3 person companies.
VU
Verified User
Manager in Sales (Airlines/Aviation company, 11-50 employees)
