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How RingCentral’s Advanced Support Team delivers world-class enterprise service
Region
Americas
Company size
400–4,999
Industry
Professional Services
Products used
KEY METRICS
192 hrs
saved monthly generating agent call summaries
3x
capacity to audit and glean insights from agents’ calls, using AI Quality Management
30%
time saved weekly for managers and WFM team, thanks to RingCX’s automation features
Overview
RingCentral’s Global Advanced Support team faced fragmented workflows and limited visibility across its distributed international hubs. By consolidating onto the AI-powered RingCX platform, the organization automated labor-intensive manual reporting and quality assurance processes. This shift provides leadership with total business intelligence while allowing agents to focus on high-touch technical resolutions. Looking ahead, the team is integrating real-time AI assistance to further accelerate global service delivery.
Between the time-savings RingCX would create and the new capabilities it would give us—including auto-generating call summaries, AI-powered scorecards, and the ability for supervisors anywhere in the world to listen in on calls and even whisper in real-time to agents—we knew RingCX could help our Advanced Support team deliver an even better experience for our top-tier customers.
Curtis Peterson
,
SVP of Customer Experience
About our customer
RingCentral's Advanced Support Team, based in global hubs like Dallas, Denver, and Manila, has provided high-end expert support to the world's largest enterprises since the program's inception. The organization operates 24/7 with over 100 front-line agents dedicated to maintaining the communications of 500,000 organizations.
The challenge: Disparate tools and inaccessible insights
As the support organization grew rapidly to meet global demand, the team adopted various cloud solutions that eventually created a disjointed environment. Even though they relied on internal UCaaS and CCaaS tools, the lack of a single platform meant workflows were inconsistent and supervisors lacked a complete view of agent performance. This fragmentation forced highly skilled staff into repetitive manual labor that drained resources.
- Manual Reskilling: Supervisors had to manually move agents between call queues, a tedious process that required individual technical adjustments.
- Incomplete Auditing: Managers could only listen to a random handful of hour-long service calls, leaving the vast majority of customer interactions unexamined.
- Administrative Burden: Agents spent significant time after every call writing summaries and key points, diverting their energy from solving the next technical issue.
The solution and ROI: A unified global intelligence hub
To overcome the hurdles of disconnected workflows, the Advanced Support organization moved to the intuitive contact center RingCX, enhanced by the platform’s AI Quality Management (AI QM). By trading manual oversight for integrated intelligence, they enhance agent performance and provide a more cohesive experience for the world's largest enterprises.
- RingCX empowers supervisors to adjust agent rankings within specific skills instantly, removing the need for manual reskilling and saving hours of coordination.
- AI Quality Management (AI QM) automatically records and scores every interaction, allowing managers to review highlights of 100% of calls rather than just a few random samples, cutting the time required for weekly reviews by 75% while simultaneously generating follow-up emails for agents to edit and send.
What’s next for RingCentral’s Advanced Support Team
The team is now focused on deploying AI Assist to provide agents with real-time, generated responses to complex customer inquiries. This next phase aims to eliminate manual searches during active calls, further decreasing resolution times for global deployments. By adopting these sophisticated tools, the team continues to honor its legacy of expert service by utilizing the very best in modern AI technology.
To learn more about us, visit RingCentral.
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