IA Call Center

Americas

A costly call center solution that wouldn’t scale

Ian Tempro, IA Call Center’s Chief Operating Officer, explains that the company had been using a call center platform with limited functionality and flexibility. To build out the capabilities the company needed — including quality management, workforce management, and detailed reporting — Ian’s team had to buy or build add-ons, which made their call center environment both costly and difficult to manage.

But the real challenge, Ian points out, was the system’s inability to scale to meet IA Call Center’s fast-growing client base.

“We serve 400 client businesses, and every one requires a unique plan from us,” Ian explains. “We might have multiple categories for a client’s calls, requiring multiple agent classes, different sets of routing instructions, you name it. Our old system didn’t give us the tools or flexibility to create solutions for our clients with the appropriate level of customization.”

RingCentral Contact Center offers unlimited scalability at the right price

After investigating cloud-based call center solutions, Ian and his team found several ways that RingCentral Contact Center served their current and future needs in ways that no competing solution could.

“The key difference between RingCentral Contact Center and all the other affordable solutions was that RingCentral could offer us essentially limitless scalability in every way. It allowed us to easily spin up as many new numbers as we’d need and support agents all over the world. It gave us the ability to get as detailed and granular as we needed with clients’ call flows and routing rules. And the RingCentral API made it easy to hook into any tools and data sources that could improve our operations.”

Another way RingCentral set itself above the other cloud communication solutions, Ian explains, was with its extremely feature-rich omnichannel capabilities.

“Omnichannel is really the crown jewel for a concierge service company like IA Call Center, and RingCentral Contact Center has helped us evolve our offering from a telephone center to a true omnichannel call center capable of reaching our clients where they are and however they prefer to connect. We’re using phone, email, and now the chat capability. I’m confident this RingCentral solution is going to take our business successfully into the next decades.”

Adding efficiencies and opportunities with RingCentral tools and integrations

One of Ian’s first steps after rolling out RingCentral Contact Center was to have the company’s scripting partner, Ivinex, use the RingCentral API to map IA Call Center’s hundreds of unique call scripts into the platform to ensure the right scripts popped up for agents at the appropriate times.

Company-wide benefits without a company-wide disruption

Finally, Ian points out that although IA Call Center’s RingCentral migration has proven to be a game-changer for the company’s operations, the rollout and onboarding were surprisingly smooth and disruption-free.

“Large-scale IT implementations like this usually consume huge amounts of time for the person in my role. But because RingCentral’s team was so knowledgeable and professional, I didn’t have to quarterback every aspect of the project. I was able to be the main architect of our RingCentral deployment, but still do my day-to-day job. That’s the sign of a great partner.”