reduction in time spent locating calls with RingCX AI QM per week
43%
decrease in after-call work time per agent using RingCX Interaction Summaries
20%
more calls handled per agent daily with RingCX customizable features
With RingCX and AI Quality Management, I can now achieve the same high-quality coaching in just one hour per day that previously would have taken four. Instead of sifting through random calls, the automated call scoring identifies the lowest-performing calls and pinpoints the key moments in the call transcripts that led to their score, allowing me to provide targeted feedback, making coaching sessions far more impactful.
Thomas Darling
Customer Satisfaction Supervisor and Supply Manager
A leader in business technology solutions for firms throughout the US
When a new business launches, or an existing enterprise prepares to expand, the technological decisions can be overwhelming. It’s unlikely the company will have in-house expertise that spans networking, computer maintenance, cybersecurity, cloud services, data backup, and managing equipment such as multifunction printers. Fortunately, thousands of firms throughout the U.S. have found a comprehensive solution with Novatech's managed office services.
For more than 25 years, Novatech has built a reputation as a trusted partner for managed IT, cloud services, print and document technology solutions, and security operations. In fact, businesses in the industries where these services are the most mission-critical for regulatory and security reasons—such as legal and healthcare—are among the largest segments of Novatech’s client base.
Through a combination of organic growth and strategic acquisitions, Novatech has become one of the country’s leading providers of full-service managed office solutions. Today the company has 500+ employees in nearly 13 locations across the US.
In recent years, Novatech’s accelerated pace of acquiring businesses and opening new offices of its own, across different geographic areas, presented the company with an opportunity to streamline its IT technologies and create new operational efficiencies.
Improved standardization to better align the company’s communications
Will Hill, Senior Director of IT Services, explains that as the company expanded its operations, the leadership team decided to take a proactive approach to standardizing its IT communications.
“Rather than trying to maintain each newly acquired firm’s legacy telephony systems, we realized we could use this rapid-growth period to move to a single-source communications platform and create one unified communications environment for the entire organization.”
The company’s RingCentral implementation involved first migrating all employees to RingEX for integrated, cloud-based phone, SMS, chat, and conferencing on any device.
“As a distributed organization, bringing everyone onto the RingCentral app was a big turning point for us,” Will says. “Any employee could now make work calls on their cell without having to give out a personal number, and our sales reps could use the app to text message with prospects from anywhere, also using their business number. We hadn’t had those capabilities before.”
Streamlining client support operations with RingCX
Building on the success of the RingEX deployment, Novatech applied the same consolidation and streamlining strategy to its client-support operations with RingCX.
“We have 7 departments currently using RingCX and AI Quality Management, from billing to sales to customer support to our help desk tech team and others, handling calls,” Will explains. “With RingCX, we were able to bring all of those calls into a centralized communications platform.”
From the IT-side, with this new centralized platform, Will and the help desk managers gained the visibility they had been missing. Before RingCX, finding and reviewing call recordings for quality assurance was a massive undertaking.
Before RingCX, if a caller reported a negative experience after their call ended, I would spend up to three hours manually searching through calls and fast-forwarding. The process was incredibly time-consuming and relied on guesswork to locate the right calls. With RingCX and AI QM, I can now instantly search for specific technicians and call types, finding the exact call in 70% less time.
Will Hill
Senior Director of IT Services
This centralized approach set the stage for Thomas Darling, Customer Satisfaction Supervisor and Supply Manager at Novatech, to lead the next phase of improvement. Prior to implementing RingCX, the customer support team struggled with limited visibility into call performance and customer interactions.
Now, their operation is run with real-time insight and efficiency leading to measurable improvements in team performance. He adds: “RingCentral’s reporting dashboards are incredible. We’ve set them up on screens across the office, allowing supervisors to monitor call traffic in real time.” He adds that this visibility has a secondary benefit: “It’s a great way for our sales team to demonstrate to visiting prospects just how streamlined and data-driven our support and sales operations truly are.”
The adoption of RingCX brought an immediate transformation to personalized customer interaction. The customizable address book and historical context features revolutionized the team’s ability to offer informed experiences. Thomas emphasizes the impact: “When a customer calls, the agent gets a pop-up that displays the entire call history and allows them to take notes. This capability simply wasn’t available with our legacy solution.” This ensures no customer context is lost. For repeat callers, agents can quickly reference notes every time the customer calls in from the same number, dramatically improving the customer experience. Furthermore, when a new customer calls in, agents can create a new contact record with all relevant details with ease ensuring a complete and accurate customer profile is built from the very first interaction.
RingCX also introduced features that optimized Novatech’s agent workflows, particularly the Interaction Summaries and Automated Call Scoring. The summaries have had a direct impact on agent productivity, leading to a 43% decrease in after-call work time, dropping from 70 seconds to just 40 seconds per agent.
The Interaction Summaries are amazing. Agents can support customers during the call itself instead of having to pause and write down notes. This keeps them fully present on the call.
Thomas Darling
Customer Satisfaction Supervisor and Supply Manager
This efficiency extends to supervisory oversight. Specifically, the Automated Call Scoring allows supervisors to quickly filter for calls that score seven and below, making it easy to identify areas where coaching is needed. Supervisors like Thomas can then quickly review the corresponding Interaction Summaries to confirm whether the agent followed the right process or if there’s room for improvement.
With the Automated Call Scoring, I can quickly filter for calls that score seven and below, making it easy to identify areas where coaching is needed. At a glance, I review Interaction summaries to confirm whether the agent followed the right process or if there’s room for improvement.
Thomas Darling
Customer Satisfaction Supervisor and Supply Manager
These optimized workflows haven’t just reduced ACW time—they’ve also enabled agents to handle 20% more calls daily. Thomas confirms the impact: “Our agents were averaging about 40 to 50 calls a day. After using RingCX for three full quarters, that average has increased to about 60 calls per agent—an increase of 10 to 20 calls per agent each day.” This productivity boost ensures Novatech can meet customer demand more effectively.
By combining real-time insights, comprehensive historical context, and efficient workflow tools, RingCX has empowered the Novatech team to provide faster, smarter, and more personalized service—leading to a dramatically improved customer experience.
RingCentral Video improves team cohesion and sales efforts
Novatech is also using RingCentral Video, which integrates seamlessly into the company’s existing RingCentral environment. As Will explains, this video platform proved extremely beneficial during COVID.
Thanks to RingCentral Video, we were able to have both the everyday impromptu coworker discussions and the larger, department-wide meetings. That personal, face-to-face connection kept us close, and feeling more like a team, when it would’ve been very tough to do that otherwise.
Will Hill
Senior Director of IT Services
Will explains that RingCentral Video played an important internal role as well, helping the company stay connected and collaborative across offices and remote teams.
The RingCentral Salesforce integration has really streamlined how our sales team works. Being able to dial prospects directly from Salesforce has taken a lot of friction out of their day, and across a team of more than 100 reps, those time savings add up quickly.
Will Hill
Senior Director of IT Services
Growing with a unified platform
As Novatech looks to the future, its ongoing strategy of growth through acquisitions and organic expansion makes a unified, scalable communications system essential. “RingCentral gives us the ability to all be on a single and scalable platform.” explains Will. The company is currently exploring how to extend RingCX to their sales teams for outbound campaigns, and there are plans to expand its use across all teams such as billing, accounting, and payments. This continued commitment ensures that as Novatech grows, its ability to communicate, collaborate, and serve customers will grow seamlessly alongside it.
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