A leading storage company integrates RingCentral AI Conversation Expert (ACE) to automate call summaries and sentiment tracking, cutting administrative overhead by 80% and increasing outbound sales volume by 30%.
How EVP Eyecare unifies fragmented patient support for life-changing vision care
Region
Americas
Company size
100–399
Industry
Healthcare
Products used
KEY METRICS
60%
of staff now utilize the RingCX callback feature to reduce hold times
65%
anticipated improvement in customer satisfaction through AI adoption
24+
facilities consolidated onto a single cloud communications platform
Overview
EVP Eyecare faced growing pains as rapid expansion left their patient support and billing teams operating on disconnected systems. By migrating to RingCX, they eliminated "information islands" and gained a centralized view of performance across three states. This transition has not only lowered operational overhead but has also set the stage for AI-powered sentiment analysis to further refine the patient experience.
The 60% of our business previously without a true call-center platform can finally offer a callback option. This has significantly decreased hold times, as many patients now opt for a callback. Additionally, RingCX’s intuitive phone tree and routing options have reduced abandonment rates, dramatically improving our overall patient relations.
Chris Harper
,
Senior Vice President of Operations
About our customer
EVP Eyecare, based in Colorado, Texas, and Arizona, has provided specialized ophthalmology services—including cataract and glaucoma surgery—since its formation through a series of strategic mergers. They currently manage a network of more than two dozen facilities, including ambulatory surgical centers and dedicated eyecare clinics.
The challenge: Decentralized operations led to reporting blind spots
As EVP Eyecare grew through acquisitions, the lack of a central communications hub caused significant operational strain. Support teams were essentially functioning as independent islands, using different systems that prevented supervisors from seeing a complete picture of the patient journey.
- Inconsistent Functionality: Disparate tools meant some teams lacked basic modern features like callbacks, leading to higher abandonment rates.
- Reporting Fragmentation: Leadership could not access unified analytics, making it difficult to coach agents or provide consistent data to investors.
- High Maintenance Overhead: The company was forced to maintain an expensive offsite data warehouse and specialized software just to extract basic call reports.
The solution and ROI: Standardizing the experience for patient excellence
To address the disconnect between their various practices, EVP Eyecare consolidated its regional teams into an intelligent contact center powered by RingCX and AI Quality Management (AI QM). By moving away from vendor-dependent legacy systems toward a self-managed cloud environment, they elevate the quality of every patient interaction while streamlining their internal data strategy.
- RingCX enables a 60% increase in staff efficiency by providing native callback options that significantly decrease patient hold times.
- RingCX eliminates the need for third-party data warehouses, saving the company money on data storage fees and programming hours while empowering regional supervisors to manage their own call flows and routing patterns without outside assistance.
- AI QM provides deep insights into agent empathy and tone of voice, allowing for more nuanced coaching and better patient outcomes.
- AI QM delivers automated call summaries that help supervisors lead more effectively and allows agents to perform at a higher level.
What’s next for EVP Eyecare
The team is currently preparing to deploy AI Agent Assist to provide their support staff with real-time guidance during complex patient inquiries. This tool is expected to boost agent confidence and ensure that even the most technical medical questions are handled with precision. By integrating these advanced capabilities, EVP Eyecare continues to honor its historical legacy of expert medical care by adopting a future-proof technological foundation.
To learn more about our customer, visit EVP Eyecare.
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