Overview
Brookstone Windows & Doors struggled with a basic phone system that offered zero visibility into agent performance or the customer journey. By adopting RingEX and AI Conversation Expert (ACE), they shifted from manual, random spot-checks to total oversight of every interaction. This data-driven approach has fueled their expansion across Ontario, with plans to quadruple their agent head count to meet rising demand.
RingCentral AI Conversation Expert allows us to analyze 100% of call recordings, conversation, and interaction. What once took 600 hours of listening is now minutes of review with summarized transcript, smart tagging, and critical moments.
Michelle Geddes
Contact Center Manager
About our customer
Brookstone Windows & Doors, based in Ontario, has established itself as a leading specialist in high-quality home replacements since its founding. The company operates with a customer-obsessed philosophy, ensuring that every window and door installation enhances a home’s energy efficiency and aesthetic appeal.
The challenge: Operating in the dark with limited insights
Before upgrading to RingEX and AI Conversation Expert (ACE), the team relied on a rudimentary phone system that lacked the essential tools needed for a modern contact center. Management spent upwards of 16 hours every week—often sacrificing weekends—to manually hunt for call recordings to use for coaching. Because they could only audit a "tiny sliver" of total volume, they frequently missed early warning signs of customer frustration and scheduling errors until they escalated into major issues.
