Overview
Patient Connect faced significant operational friction due to an unreliable legacy provider and a lack of actionable reporting. By migrating to an AI-first cloud platform, they dismantled geographic hiring barriers and automated quality management. This transition resulted in a 20% increase in agent satisfaction and a 40% reduction in escalations, positioning the company for long-term innovation by leveraging RingCentral’s open platform to create custom Voice AI agents.
RingCX and its AI tools have created massive improvements across our business, including helping our sales reps bring in more leads, boosting our call center agents’ productivity, and improving job satisfaction.
Vice President of Client Solutions
About our customer
US-Based Patient Connect has provided specialized healthcare appointment scheduling and medical answering services since 1998. The company maintains a 4.9 Patient Satisfaction Score by focusing exclusively on matching patients with the right clinical experts.
The challenge: Antiquated infrastructure and operational blindness
Patient Connect relied on a legacy contact center system that suffered from frequent outages and a clunky reporting dashboard. This stagnation created significant friction for leadership, who lacked the transparency needed to coach agents effectively.
The solution and ROI: Frictionless scaling through predictive automation
To solve the challenge of fragmented systems and infrastructure instability, Patient Connect transitioned to a unified cloud platform. By modernizing their systems with AI intelligence, they streamline patient intake and unlock real-time visibility into agent performance.
