Overview
Struggling with a rigid legacy telephony system that offered no API flexibility or billing clarity, this European IT provider migrated its contact center team to an open-platform cloud architecture powered by RingCX. By integrating their proprietary mobile app and CRM tools directly into the communication flow, they eliminated manual data entry and stabilized global operations. This shift has enabled real-time performance tracking across five international sites, maintaining a consistent 5% abandonment rate even during peak ticket volumes.
Our migration to RingCX was completed in four months, covering more than one hundred phone lines and several digital channels. We especially appreciated RingCentral's technical support. The Professional Services team was attentive and proactive in anticipating our needs.
IT Consultant , Head of the Functional Unit
About our customer
This European IT services provider has been a key player in digital transformation and infrastructure modernization for over 20 years. The company operates five specialized service centers that provide essential outsourced IT support for a global client base.
The challenge: Decentralized data and technical rigidity
The provider’s previous infrastructure functioned as a "black box," offering almost no interoperability with their essential service management tools. Technical incidents were frequent, yet the lack of integration meant agents had to jump between disconnected screens to identify callers, losing precious seconds on every ticket. Furthermore, the legacy vendor’s opaque billing and slow feature rollout prevented the company from scaling their "IT-as-a-Service" model to meet modern client demands.
