Glory Global Solutions
Glory Global Solutions set to save up to 40% with RingCentral
30%+
EXPECTED COST SAVINGS AFTER MIGRATING TO RINGCENTRAL CONTACT CENTRE AND RingEXTM
1
GLOBAL TELEPHONY PLATFORM FOR TEAMS IN EUROPE, THE US, ASIA, AND OTHER REGIONS
0
DOWNTIME TRANSITIONING CUSTOMER SERVICE AGENTS TO REMOTE WORK
Since we switched to RingCentral Contact Centre three years ago, Glory’s International Business has centralised our telephony worldwide, making it easy to bring newly acquired firms into our phone environment. We’ve also gained business intelligence through reporting and analytics. And we’re also enjoying significant cost savings.
Alan Penkethman
EMEA IT Operations Manager
Glory is a global leader in secure cash management solutions. Operating across the financial, retail, restaurant and gaming industries, businesses in more than 100 countries rely on their solutions to enhance staff efficiency, reduce operating costs and enable a better customer experience.
A swift move to cloud telephony
Glory’s International Business maintains offices and call centres in Europe, Asia Pacific, North and South America, and other regions around the world. EMEA Operations Manager Alan Penkethman points out that as Glory grew rapidly in recent years — through both organic expansion and acquisitions — the company faced increasing challenges from its onsite legacy phone systems.
“We wanted to provide a follow-the-sun call centre experience, where a business customer calling from anywhere in the world could speak with a knowledgeable Glory customer support agent,” Alan says. “But because we were using local lines and onsite hardware for each country’s call centre, and because we didn’t have a reliable or cost-effective way to transfer calls between locations, we often had to direct out-of-hours calls to a third party.”
And while centralising its call centre operations around the world was the company’s primary catalyst for researching cloud telephony providers — along with reducing costs — the lockdowns made finding the right contact centre solution a top priority for Alan’s team.
What made RingCentral a clear choice for Glory?
Worldwide availability
As Alan explains, his team looked into many cloud communication vendors, and on every metric that mattered to Glory, RingCentral led the field.
“First and foremost, we needed a contact centre — and a cloud phone system for employees — that could support us around the world. As we investigated vendors’ service and support capabilities in increasingly remote regions, like India, parts of Asia Pacific, and so on, we found that RingCentral was really the only partner that could provide service everywhere.”
All tools in the same app
Another important consideration, Alan adds, was the flexibility and features available. “With RingCentral, we weren’t getting only an outstanding contact centre solution; we would also get a nicely integrated business phone system with flexible IVRs, mobile apps, detailed reporting, and other features to help our operations. And from what we read about RingCentral, we could tell the company’s customer support was excellent as well.”
Fast onboarding and no downtime
We knew we made the right decision when we moved our first customer support team to RingCentral Contact Centre. It was the Spain office, and all agents were remote due to the pandemic. RingCentral proved so intuitive and reliable that everyone was up and running, answering calls from their laptops, with zero issues or downtime.
Alan Penkethman
EMEA IT Operations Manager
INDUSTRY
Cash automation technology
HQ
Basingstoke, Hampshire, UK
YEAR FOUNDED
2013
EMPLOYEES
4,000+
A proactive support team
As Alan points out, RingCentral has proven even more valuable to Glory thanks to a highly responsive and knowledgeable support team — in particular, Glory’s designated RingCentral Technical Account Manager.
“Our TAM, Kelly Jackson, has been an excellent partner, always there quickly to answer technical questions and to help us set up specific functionality, like new call flows, anytime we need her help.”
Alan adds: “There was a small cost outlay for RingCentral’s Enterprise Support Services, but the benefits we’ve gained from working with people like Kelly, and the time it has saved my team, far outweigh that minimal cost.”
Set for significant savings
Speaking of costs, Alan says that Glory’s senior leadership is particularly pleased knowing that the migration to RingCentral is already on track to reduce the company’s telephony costs by a substantial amount.
Migrating from on-premises systems to one global solution from RingCentral means we’re eliminating hardware, ending telecom contracts, and turning costly international calls between offices into simple internal transfers.
Alan Penkethman
EMEA IT Operations Manager