RingCX Reviews & Product Details

When an incoming call comes into our center it automatically opens the customer's file on the agent’s computer. This eliminates the agents from having to ask "can i please have your account number?" And prevents the customer from having to repeat themselves 2-3 times. This has probably saved us around 40 seconds per call. The agent workspace allows all communication (voice email chat text) to be viewed within one window. This is the only reason i agreed to transition away from our previous platform. My team is non-technical and they picked this up after about a half-day. Review collected by and hosted on G2.com.

The IVR and routing rules and skills groups took my and one other coworker approximately 2 weeks to configure and troubleshoot. The pre-built reports offer some general metrics; however, if i want a very specific report such as wait time broken down by queue, by hour, and by agent i could create it using a third party application or i could simply export the data to a spreadsheet and rebuild the report myself every monday morning (which is essentially 2011). Finally, the audio recordings are located under an entirely separate section than where the actual call took place. Review collected by and hosted on G2.com.

I really like being able to use the RingCX on more than one device at the same time. I'll usually have the desktop version open for texting and use my phone for calls, which makes things much easier when I am handling multiple conversations. It has been especially helpful for keeping track of calls and staying organized throught the day. The fexibility to use it this way is probably what I find more useful. Review collected by and hosted on G2.com.

The pricing is my biggest ocncern, as it can feel a bit expensive. I have also noticed that call parking isn't always as smooth when moving between the desktop and mobile. For people who work between different devices can feel a little frustrating when transferring calls. Review collected by and hosted on G2.com.

I love the fact that RingCentral RingCX combines calling, customer interactions and contact center features all in one place. The interface is simple enough to figure out and doesn’t require much time for new team members to get used to. From a software development perspective, I also like the integration options because it makes it easier to connect the platform with existing business applications. Support iterations on a day to day basis include call handling, routing, monitoring and reporting. The system also works well when teams are in different locations. Review collected by and hosted on G2.com.

Platform has a lot of features, so it can feel a bit complicated to get set up in the beginning, especially if you are a bigger organization with different teams and workflows. Some of the configuration options are not obvious and you might have to go through some documentation or get help from the support team. Some time also needs to be spent setting up reporting if you need very specific business metrics. Sometimes the interface could be a little faster and simpler when switching between the different sections. Review collected by and hosted on G2.com.

I like that RingCX is easy to use, easy to set up, and easy to follow with a lot of instructional ways for setup. I also appreciate the AI incorporation, which makes it really good for automating tasks and not having to worry about taking notes manually. It helps me keep track of everything, providing summaries via email and sending key points, which is really useful and impacts my business positively. Review collected by and hosted on G2.com.

I think the AI knowledge base in RingCX could be improved. When I asked a question, the AI person couldn't find the answer I was looking for. It would be great if it could do a deeper search or guide me better. Improving this aspect would enhance my experience. Review collected by and hosted on G2.com.

I like how RingCX helps us manage customer support interactions efficiently and handle incoming calls, making it easier to route customers to the right agents and track performance. I especially appreciate the call routing, real-time monitoring, and reporting features, which enable us to provide quick support while consistently maintaining a great user experience. The initial setup was easy and smooth, which was a big plus, even though configuring call flows, queues, and user permissions still took some time. On top of that, using RingCX with our CRM and reporting tools lets us access customer information quickly and collaborate more effectively, creating a smoother overall experience. Review collected by and hosted on G2.com.

Some areas, such as reporting and dashboard customization, take a bit more effort to set up and configure. New administrators may also need some time to get comfortable with the more advanced settings and understand how everything fits together. Review collected by and hosted on G2.com.

What I like best about RingCX is that it helps manage customer communication in one place. It makes it easier to handle customer calls and messages and respond to people quickly. The platform can also help teams understand customer needs and improve their service. Overall, all RingCX helps make customer support more organised, faster, and easier to manage. Review collected by and hosted on G2.com.

One downside of RingCX is that it can be a little difficult for new users at first. Some features and settings may be confusing and take time to learn. Setting up and using all the tools can also require some efforts. For small teams, some advanced features may not be needed. Overall, RingCX is useful, but it could be simpler and easier for beginners to use. Review collected by and hosted on G2.com.

RingCX works well for organizations where contact center agents handle calls from start to finish without needing cross-departmental collaboration or handoffs to non-contact center teams. The UI/UX is straightforward, intuitive, and easy for agents to navigate. The initial support response time is also fast, and pricing is standard for the market. Reports are highly detailed but require a deep understanding of the metrics and technical terms. Review collected by and hosted on G2.com.

Siloed Systems (CX vs. EX): The biggest drawback is the complete separation between RingCX and RingEX. Instead of a truly unified system, the two platforms feel disconnected, and we lose visibility of the call lifecycle during handoffs.

Feature Limitations: Because of this disconnect, CX agents lose access to basic functions. For example, they cannot use private park or paging without awkwardly transferring an active call from CX to their own EX direct line first.

Confusing Reporting: While the reports contain a lot of data, they are difficult to navigate. Investigating what happened to a specific call is highly confusing, especially when that call transferred between the two platforms.

Compliance Risks with Updates: Features are frequently updated, which is nice, but they are often auto opt-in. This pushes unexpected changes into the live environment, which creates compliance headaches for us.

System Performance: The system can become laggy or glitchy during high call volumes, especially if agents are utilizing multiple applications on their PCs.

Support Quality: While they reply quickly, Tier 1 support tends to share generic knowledge base links rather than providing specific solutions, meaning issues almost always require escalation. Review collected by and hosted on G2.com.

RingCX has been really useful when I'm handling several conversations throughout the day. I can move from one call to another and still keep track of what needs a follow up or what was already discussed. I also use the notes quite a bit, especially when a case involves another team and I need to come back to the customer later. It keeps things organized without adding extra work after every call. Review collected by and hosted on G2.com.

Sometimes the notifications can be a little too much, especially on busier days when calls and follow-ups start piling up. I had to adjust a few settings to make it less distracting. Nothing major, but the default setup wasn't ideal for me. Review collected by and hosted on G2.com.

What I like best about RingCX is having customer interactions managed from one place. The call routing and queue management make it easier to get customers to the right team, while the reporting gives managers a clearer picture of what is happening across the contact center. I also like that agents don't have to rely on several different systems to handle their day-to-day customer interactions. Review collected by and hosted on G2.com.

The main thing I would improve is the reporting experience. There are a lot of metrics available, but creating the exact reports we need can take some time. Some of the more advanced configuration options also have a learning curve, so simpler administration and more customizable dashboards would make the product easier to use. Review collected by and hosted on G2.com.

What I like most about RingCX is the way it brings customer interactions and call management into one platform. The centralized view of customer conversations, routing capabilities, and reporting make it easier for teams to manage calls without jumping between multiple systems. It is especially useful for keeping customer communication organized and giving managers better visibility into contact-center activity. Review collected by and hosted on G2.com.

The main area I would improve is the reporting and analytics experience. There are plenty of options available, but some reports can take time to configure and understand. I would also like to see a simpler administration experience for more advanced call-routing and configuration settings, especially for teams that don't work with contact-center software every day. Review collected by and hosted on G2.com.