RingCentral's Advanced Support Team
RingCentral's Advanced Support Team Utilizes RingCX for Exceptional Customer Service
192 hours
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
My Advanced Support Team promises high-end, expert support to RingCentral’s largest customers worldwide. That means we need a modern, intuitive, global contact-center solution to deliver the world-class service these enterprises are paying for. Fortunately, we found the industry’s best solution–RingCX–right in our own product portfolio.
Jeff Moore
AVP of Global Advanced Support
The award-winning support team behind the leading contact-center platform
As a global leader in AI-powered business communications for companies of all sizes, RingCentral provides cloud telephony solutions for more than 400,000 organizations worldwide. For the many globally dominant enterprises who entrust their communications to RingCentral, the company offers its highest-tier customer-service program: Global Advanced Support.
Part of the multiple-award-winning RingCentral Support organization, the Advanced Support team operates internationally, 24/7, with more than 100 front-line agents taking customer calls from offices in Dallas, Denver, Paris, London, Manilla, and other locations around the world.
Centralizing a distributed support team on one intuitive platform
Like many large organizations that expand rapidly to meet growing demand, RingCentral found itself adapting different cloud-communications solutions. And although RingCentral’s Customer Support teams all used RingCentral UCaaS and CCaaS platforms, the various tools led to disparate workflow experiences and less-than-complete visibility for supervisors.
Jeff Moore, RingCentral’s Assistant Vice President for Global Advanced Support, notes that his large organization–Advanced Support agents, supervisors, QA teams, and WFM specialists–were all eager to consolidate on a single contact-center platform.
And as they learned about the sophisticated features of the new AI-powered RingCX, Jeff’s teams knew they had the ideal solution both to increase their own performance and to improve the customer experience.
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
Jeff Moore
AVP of Global Advanced Support
INDUSTRY
Cloud communications
HQ
Belmont, CA
YEAR FOUNDED
1999
EMPLOYEES
4,000+
A surprisingly smooth IT migration
Jeff notes that as much as his team looked forward to reaping the operational benefits of RingCX, they anticipated the standard hiccups, disruptions, and growing pains that characterize any large-scale IT migration.
But thanks to RingCX’s intuitive platform and the expertise of RingCentral’s Professional Services team, the department-wide migration ran smoothly. In fact, Jeff adds, even some last-minute change requests didn’t compromise the launch date or create any post-implementation challenges.
Just a couple of weeks before our scheduled launch of RingCX, we decided to bring in a new team for the migration, requiring significant adjustments to the IVR designs–something we all assumed would create delays. The RingCX platform itself is so flexible, though, and the Professional Services team was so proactive and helpful, that we had a first draft of all the new call-flow designs the next business day. Within a day or two after that, we were ready for rollout.
Jeff Moore
AVP of Global Advanced Support
Making a world-class support operation even better
As Jeff points out, after his Advanced Support organization rolled out RingCX for its supervisors, QA teams, and front-line agents all over the world, the AI-powered solution exceeded even his high expectations for operational efficiencies and improved agent performance.
“One of the first features we took advantage of to streamline operations was Agent Ranking,” he explains. “Prior to RingCX, when our supervisors needed to move agents between call queues they had to reskill those agents manually. But the Agent Ranking feature solves this, because now supervisors can leave agents in a specific skill and simply adjust their ranking as needed. That saves those supervisors and our WFM professionals a lot of manual work.
Jeff’s organization has created several efficiencies using RingCX’s built-in AI Quality Management. AI Quality Management also saves Jeff’s support team significant time in other ways, he adds.
“Our TAM agents make regular service-review calls to their accounts, and those calls typically take an hour. In the past, our supervisors would randomly select a few calls and listen for the full hour. Now that we have AI Quality Management to summarize them, those supervisors can quickly review the highlights of 100% of their agents’ calls. AI Quality Management even auto-generates follow-up emails for customers after these calls, which our agents can quickly review and edit.”
We’ve always had our QA team review agents’ calls and create scorecards based on our key metrics. But that took a lot of time and effort. AI Quality Management solves that challenge, too, because it automatically records, reviews, and scores every call. It’s saving our supervisors at least 75% each week over what used to be manual, random reviews while at the same time giving our entire department more business intelligence.
Jeff Moore
AVP of Global Advanced Support
Benefiting from feature after feature with RingCX
Experiencing significant new efficiencies and workflow improvements soon after implementing RingCX, Jeff and his team have continued rolling out more of the contact-center solution’s built-in features.
“Many of the enterprise customers my team supports have complex, global RingCentral deployments with numerous moving parts. We're excited to implement RingCX’s AI Assist, as it provides our agents with real-time access to AI-generated responses to customer inquiries without the need to manually search for answers during calls. This feature significantly enhances our ability to resolve customer questions and issues more quickly.”
Finally, Jeff notes, one of the largest quantifiable efficiency improvements he has seen is the result of yet another RingCX feature: the Automated AI Summary capability.
Our agents take notes during each customer call and then summarize the key points afterward. With the Automated AI Summaries, RingCX itself will automatically create those summaries, which should save agents at least 5 minutes per call. With our 2,300 monthly calls, that means our team stands to save more than 190 hours in summary-writing each month. That’s just another way RingCX is improving our entire organization’s operation.
Jeff Moore
AVP of Global Advanced Support