A key player in digital transformation relies on RingCentral to manage its service centers, streamline customer interactions, and explore new AI-powered use cases, supporting a reduction in call abandonment to around 5%.
How Mastech Digital empowers global teams and masters international compliance
Region
Americas
Company size
400–4,999
Industry
Professional Services
Products used
Key integrations
Key Metrics
50%
reduction in telecom costs for India operations overall
30%
fewer dropped calls after migrating the India team to RingEX and AI Virtual Assistant (AVA)
Overview
Mastech Digital faced significant friction due to decentralized, legacy systems that failed to meet strict government-compliance demands in India. By adopting Global RingEX and AI Virtual Assistant (AVA), the organization consolidated its global communications, ensuring regulatory approval while drastically improving call stability. Looking forward, the company plans to further optimize productivity through deep app integrations and additional generative AI tools.
We’re geographically distributed and have complex needs–including the need to meet regulatory compliance in different regions. I’ve researched major UCaaS providers, and RingCentral is the only one capable of delivering the truly global communications solution we need.
Philippe Bourdon
,
CIO and CISO
About our customer
Mastech Digital, based in the US with a significant presence in India, Canada, and Europe, has provided expert digital-transformation IT services since its founding four decades ago. The publicly traded company serves thousands of organizations worldwide through staffing, data analytics, and AI-enabled workflows.
The challenge: Decentralized systems and regulatory barriers
Before the migration, Mastech Digital operated under a fragmented communications model, relying on disparate local vendors in every region where they expanded. This lack of a unified platform created immense pressure on the IT department, particularly when trying to navigate the rigid legal landscape of the Indian market.
- Compliance Hurdles: The previous VoIP provider lacked the necessary regulatory approvals required for business telephony and SMS in India.
- Operational Friction: Provisioning new numbers was a manual, four-hour ordeal that required submitting requests to external vendors.
- Technical Instability: High rates of dropped calls and poor audio quality hindered the effectiveness of their large India-based teams.
The solution and ROI: Unified global communications, bolstered by AI
To address the obstacles presented by regional fragmentation, Mastech Digital moved to an integrated cloud environment. By swapping out localized hardware for a worldwide digital framework paired with AI Virtual Assistant (AVA), they stabilize their connections and reclaim wasted budget.
- RingEX secures 100% better call quality and decreases dropped calls by 30% for international teams.
- RingEX reduces overhead by replacing physical desk phones with softphones and headsets, leading to a 75% hardware cost savings.
- RingCentral App Gallery streamlines daily operations by connecting Bullhorn, HubSpot, and Google Drive directly into the communication workflow.
- AVA simplifies personal productivity and provides real-time intelligence to help teams optimize performance and efficiency, leading to an estimated 20% boost in team productivity.
What’s next for Mastech Digital
The company is currently focused on a massive consolidation project to move over 1,000 video and messaging licenses onto the RingEX platform to further reduce annual spend. CIO Philippe Bourdon expects that the combination of additional integrations in the RingCentral App Gallery and leveraging more capabilities in the AI Virtual Assistant (AVA) will further increase organizational efficiency by at least 20%. This technological evolution ensures that Mastech Digital continues its forty-year legacy of IT leadership by embracing the most advanced automation tools available.
To learn more about our customer, visit Mastech Digital.
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