We use RingCX in our organisation to manage a large customer service and sales operation. RingCX integrated omnichannel calling and live chat to liaise with customers 24/7. We have 15 agents who deal with over 1000 customer queries a day and RingCX makes this a really seamless operation.
Pros
Query Disposition for easy Reporting
Live agent chat direct with customers
Call routing based on query type
Cons
Reporting suite needs to be modernised
Likelihood to Recommend
Large scale customer services operation, seamless sales and customer service links, live chat
We utlize the service as our primary means of communication for our inbound customer traffic from inbound calling to chat messaging. The service provides us great reporting on the queue, user and line activity allowing us to adjust schedules, address training and proactivtly plan our customer experiance through our primary sources of communcation and support.
Pros
Reporting
Call Flow Customizability
Queueing Options
Skills Based Routing
Scripting
Cons
Integration with the desktop application
Transfer status for direct transfers to users on the EX system (outside of the contact center)
Likelihood to Recommend
RingCX in my opinion is a great fit for companies looking to do more types of customer interactions and have greater depth in reporting than those on other platforms even in the RingCentral product offerings. Along with the great stability of the RIngCentral platform, we have been quiet pleased with the additional context via the reporting functionailities in managing our 100% remote workforce providing greater insight into each users overall workday and avaiablity.
VU
Verified User
Director in Information Technology (51-200 employees)
RingCX manages our inbound and outbound calls across a distributed workforce. The native CRM integration addressed our data accuracy issues by automatically logging calls and transcripts. It gives us clear visibility into agent performance and has streamlined our workflow significantly, successfully replacing our previously disjointed and expensive legacy systems.
Pros
Call Routing.
Queue Management.
Accessibility.
Cons
More improvement of The RingSense AI summaries.
Admin portal not easy to navigate.
Native app for RIngCX.
Likelihood to Recommend
RingCX is well-suited for distributed teams because it is 100% web-based. There is no software to install, making it incredibly easy to use and onboard new agents instantly. However, it is less appropriate for environments with unstable internet or 'tab hoarders,' as relying on a browser tab risks accidental disconnects.
VU
Verified User
Technician in Information Technology (1001-5000 employees)
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.
