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How AllThingsCX optimizes global customer engagement
Region
Europe
Company size
1–19
Industry
Professional Services
Products used
KEY METRICS
50%
cost savings since migrating
all of the company’s telephony to RingCX
all of the company’s telephony to RingCX
25%
reduction in average handle time
with AI Quality Management (AI QM)
with AI Quality Management (AI QM)
Overview
AllThingsCX addressed severe communication fragmentation in the automotive sector by implementing RingCX’s unified contact center. This transition eliminated desktop app overload, and the addition of AI Quality Management (AI QM) introduced automated transcripts and coaching. The shift resulted in significant operational improvements, cutting overhead costs in half while using AI-generated insights to proactively refine agent performance and customer engagement strategies.
Supervisors are leveraging RingCX’s AI scorecards and time-based annotations to improve quality management and coaching. With the full picture provided by live dashboards and reports, managers can make data-driven decisions in real-time, optimizing performance and resource allocation.
Daryn Robinson
,
Founder and CEO
About our customer
AllThingsCX, a global customer experience consultancy and RingCentral partner, has served as a trusted advisor in customer engagement technology. They specialize in helping businesses optimize interactions and drive operational efficiency through integrated digital solutions.
The challenge: Fragmented channels and workflow friction
Client support teams, particularly within the automotive industry, struggled to manage customer conversations across disconnected communication silos. This lack of integration forced agents to toggle between numerous desktop applications, creating exhausting workflows and slowing down response times. Supervisors lacked clear visibility into team performance, making it difficult to identify specific coaching needs or high-volume interaction trends without manual, time-consuming oversight.
- Application Overload: Agents were forced to manage multiple disparate platforms simultaneously to handle basic customer inquiries.
- Visibility Gaps: Leadership lacked the data necessary to identify why certain calls were spiking or where agents were struggling.
- High Operational Overhead: Maintaining legacy telephony across various global sites created unnecessary financial strain and technical complexity.
The solution and ROI: AI workflows improve efficiency and the customer experience
To resolve the obstacles of siloed data and app fatigue, AllThingsCX moved clients to an integrated cloud environment with RingCX and its AI Quality Management (AIQM) solution. By substituting scattered tools with centralized intelligent oversight, they streamline the support journey and reclaim valuable service hours.
- RingCX identifies critical conversation patterns, such as one client discovering 60% of calls focused on a single topic, allowing for immediate strategic pivots.
- RingCX delivers a comprehensive omnichannel view that slashes operational expenses by 50% compared to legacy setups.
- AI Quality Management (AI QM) triggers a 25% reduction in handle time by using automated scorecards and time-based annotations to sharpen agent efficiency.
What’s next for AllThingsCX
The company is currently focused on deepening its application of AI and advanced analytics across every touchpoint of the customer journey. AllThingsCX intends to explore emerging AI features to ensure their clients remain at the forefront of CX innovation. This ongoing collaboration ensures that the company's history of specialized consultancy evolves alongside the latest breakthroughs in predictive customer technology.
To learn more about our customer, visit AllThingsCX.com.
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