Combining calls, SMS, video and team messaging in one app was really helpful. Within the first couple of weeks, engineers were no longer moving from one tool to another one. Most employees needed just a quick tour, and after go-live, how-to questions became a thing of the past. It was very easy to create IVR menu and queues according to how CST's desk operates. Whispering and barging options helped team leaders train engineers on phone calls. Recording and artificial intelligence transcription provided CST with a way to audit calls as part of ISO 27001 controls. I even integrated RingEX with Teams, HaloPSA and Dynamics so that calls are recorded against a proper client/lead. Review collected by and hosted on G2.com.

Admin portal was harder to access than expected. Voicemail, hold music, and after hours routing are deep in menus. I did a manual on administration procedures for CST to make the next change less cumbersome. Contract terms were restrictive as cancellation notice required to be sent in writing at least 30 days prior to the end of the term, and early termination meant paying the full contract amount. Bill had to be checked as well. Compliance and emergency services fees, additional numbers and SMS were extra charges to the quarterly bill. Advance SMS capacity was insufficient for client notifications, there was no built-in power dialler (required RingCX). Review collected by and hosted on G2.com.