Jamie Geary, Client Services Manager for Guardant Health, explains that prior to RingCentral Contact Center, her team of more than 50 client services agents was using another call center solution connected to a different telephony platform. Both of these solutions, she explains, were creating increasing levels of frustration across her department.
“Calls were dropping, and call quality was often poor as well — poor enough that our agents and even some clients noticed,” Jamie explains. “We also couldn’t rely on the system’s reports, because we wouldn’t know if the data was telling us that an agent was underperforming or that the issue was the phone system itself. What made this even more frustrating was that neither the call center provider nor the phone vendor were particularly responsive to our support requests.”
Jim Fotheringham, Guardant Health’s Network Engineer, adds that while the company recognized migrating to RingCentral would lead to many operational benefits — improved reporting, mobility, support, etc. — the real impetus to switch was the urgent matter of system reliability.
“Calls into our client services team are often patients or their care teams asking about their test results,” says Jim. “Those calls are just too important to entrust to an unreliable phone system.”
