Lumen Next-Gen Voice vs. RingEX

CenturyLink SIP is an acceptable solution if you have an on-prem PBX (ShoreTel, Mitel, etc) that accepts SIP. I have found a better solution is to run two different carriers through SD-WAN (such as Bigleaf or Velocloud MSR) and use a provider like BCMOne (formerly NexVortex) to manage the SIP.

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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.

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• Reliable service
• Supports wide range of key features
• They do have high levels of support where you can receive real answers

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• Chat and Messaging - Conversations are easy to search, topics can be pinned or bookmarked, and groups are easy to create and administer.
• Phone - The core functionality works very well allowing voice, txt/sms, and faxing for all users. Administration is generally fairly easy as well.
• Mobile Client - the mobile app offers all of the same functionality as the desktop or web client.
• Video - Video calls make it easy to share screens with other users and includes a lot of tools for planning.

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• Lumen-Centurylink has suffered from many noticeable outages in the last few years - this is a blow to their reputation that they still have to recover from.
• Lumen-CenturyLink does not peer well enough with OTHER carriers - they depend on their own network to give you SIP, which means less true redundancy.
• Lumen-CenturyLink needs a better customer portal/interface to handle failover, see the real-time status, etc.

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• 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.

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We are grandfathered into our unlimited toll-free minutes plan. We are very unlikely to switch because of that. It has been the major factor saving us a lot of money compared to switching to other solutions. I don't know any other company that still offers these unlimited plans.

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They were working on updating a few of the modules while we were going live, so this made usability difficult to train on once they did go live with those changes. Now that the changes are in place, we have really enjoyed the usability of the platform

I never had a failure. RingEX tests its infrastructure periodically and pushes handset updates automatically without interrupting the user or team's operation. The few issues with offline phones resulted from our internal network, never theirs. Like with all VoIP systems, it's as good as the network. However, using the mobile app means you can always take calls.

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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.

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SIP service support is definitely improving. A few years ago I would have rated them a 2. Now a 7. But, Lumen still needs a better portal experience to report and see a real-time status. Also to manage SIP failover functions in a WYSIWIG/GUI interface. When Lumen's network breaks in a larger outage, there are long hold times and support is not good.

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Call-in support is fantastic. I have never called in and had it taken more than 30 minutes to resolve our issue. Email support is terrible. You will likely go 24+ hours until you hear back and the response is likely a canned one. I personally prefer the email or chat support option, but find myself calling instead because the email support experience is so poor.

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I really didn't know all the capabilities

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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.

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CenturyLink [Enterprise Voice SIP] was the incumbent, so switching providers, particularly for our HQ was an overwhelming task for our small team. We did migrate from the legacy CenturyLink voice product EIPT to the new Voice Complete solution as well as upgrade our US and UK circuits along with a hardware upgrade of the managed PE routers in each location. We also decided to implement RingCentral in one of our very small international branches but the lack of features is problematic. We still have T1 service in our other international branches but are looking to go full cloud SaaS PBX there, likely through Microsoft Teams, which we already use for messaging. There are some complexities, as we can't port our numbers directly yet and need to set up an additional CUBE router for SIP. Eventually we hope to get to fully SaaS via Teams.

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RingEX provides better service and features at a competitive price. There really is no comparison between the two solutions. Spectrum Business gives us reliable land line phone service with multiple lines and reliable business internet. Adding new lines is a physical experience with a visit from a spectrum technician. RingEX provides everything we need from the phone system to additional tools like video meetings and conference calling all with a very user friendly application. Adding new lines is just a click away

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not to sign up for it or give them any money for a product that does not work

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.

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• Faster learning
• Increased numbers of calls
• Organization of calls

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• Enabling the team to streamline inbound and outbound calling strategy has increased productivity by at least 30%.
• It improved internal collaboration by enabling the team to communicate effectively and clearly in real-time.
• Improved level of professionalism that we could showcase to our clients, intangible benefit.

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