Atos Unify OpenScape Voice, from Atos, is a unified communications platform with VoIP.
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RingEX
Score 8.5 out of 10
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RingEx is a cloud-based VoIP solution available via computer mobile application. It features video and audio conferencing, desktop phone rentals, collaboration tools, and integrations with other business applications. Plans are available on a monthly, per user subscription basis.
We have used 3rd party companies who have set up Unify for our customer sites and often it goes well. From a network perspective we often don't need to get involved too much and the set ups are often straight forward. This prevents us having to allocate engineers to new implementations.
When setting up a new user with a phone. I can call in their support line. They followed me through every step of setting up the new phone. Our office has very specific settings, and our support staff will walk you through the completion. Even do test calls, making sure the user is properly set up for voicemails, faxes, or any type of notifications.
Customer support is rudimentary. They should improve tier 1 customer support's ability to understand our needs rather than asking customers to reinstall the app
Revolving door of account managers, which causes loss of continuity in discussing opportunities
Analytics is not complete. Details about faxing and web meetings is missing.
We switched to RingEX for ease of administration, flexibility of integration (fax, web meetings, chat client, mobile app) and competitive price. Although the system has had a few quirks as it's been relying on our network much more heavily and integrating with our next-gen firewall, I can't speak highly enough of what RingEX has done for our business. I love it and can't wait to renew for a longer period of time at an even more competitive rate.
Clients seem to understand new feature sets early on and we don't have to allocate too much time to training. This creates a low learning curve across the board which can be essential when implementing new communication methods. The call quality and application support is generally very good and we don't have many calls logged for issues.
Once you get used to the features of the system, it is extremely easy to find what you need. Everything is all on one place which makes the usability phenomenal. It is very user-friendly, and everything you need is mainly on the RC app. There is a separate window for your Max Agent, and everything is spelled out so you rarely have a question where something is.
It is quite reliable, we have the support of being able to identify failures and escalate it, also monitor the failures that are posted on the web about the status of the failures and evolutions. Its easy start-up and access allow us to have better performance and productivity, which in the long run turns into benefits.
Occasional bandwith issues. In addition to this, I have one individual whose calls are blocked. We were not able to determine whether this was a RingEX or a carrier issue.
I have called RingEX a few times for assistance in setting up call handling or implementing changes in our call handling structure. The wait time to speak with an agent is usually minimal and the ones I have spoken to are excellent at walking me thru what changes I am trying to make as well as ensuring I understand what is being done so I can handle it myself next time if the need arises.
If someone has an existing system I tell them to keep that running initially and keep RingEX separate initially until the system is configured and tested to one's satisfaction. After testing and configuration is completed, then roll over the main phone numbers to the new RingEX system. I've seen one person who immediately flipped over to RingEX without properly configuring/testing the software and had many issues with missed customer calls until I helped him sort out his configuration.
As we predominantly have a cisco environment we have used Cisco VOIP solutions in the past, which obviously integrate very well, however Unify does an excellent job at integrating into our networks with out problems and doesn't require too much manual configuring or changes.
We switched from GoTo's platform with pieces of Teams. At that time, the complexity and difficulty of integrating all of the features and connecting them to get a simple platform that was stable and easy to train weren't available elsewhere.
We have 75 users and 85 phones on the system and have yet to have any noticeable outages. The system just works all of the time without issues. Our old VOIP system on Voyant would go out all the time for multiple hours. RingEX is much more stable and reliable.
