RingCentral Contact Center lets us make our client services operation work exactly as we need it to — from skills-based routing, to creating granular status options for our agents, to letting clients choose a callback instead of wait on hold, to allowing our management team monitor all aspects of agent performance.
Jamie Geary
Client Services Manager
Helping patients with cancer live longer and healthier lives
In the field of cancer testing and care, few organizations in the world are making a more positive impact than Guardant Health. The first company to earn FDA approval for a liquid biopsy test for comprehensive genomic profiling, Guardant Health has become the trusted blood-testing resource for more than 12,000 ordering physicians globally.
Today, Guardant Health is one of the world’s leading precision oncology companies, publicly traded on the NASDAQ under the stock symbol GH.
Because every call about cancer is mission-critical
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.”
