Overview
RingCentral’s Global Advanced Support team faced fragmented workflows and limited visibility across its distributed international hubs. By consolidating onto the AI-powered RingCX platform, the organization automated labor-intensive manual reporting and quality assurance processes. This shift provides leadership with total business intelligence while allowing agents to focus on high-touch technical resolutions. Looking ahead, the team is integrating real-time AI assistance to further accelerate global service delivery.
Between the time-savings RingCX would create and the new capabilities it would give us—including auto-generating call summaries, AI-powered scorecards, and the ability for supervisors anywhere in the world to listen in on calls and even whisper in real-time to agents—we knew RingCX could help our Advanced Support team deliver an even better experience for our top-tier customers.
Curtis Peterson
Curtis Peterson
About our customer
RingCentral's Advanced Support Team, based in global hubs like Dallas, Denver, and Manila, has provided high-end expert support to the world's largest enterprises since the program's inception. The organization operates 24/7 with over 100 front-line agents dedicated to maintaining the communications of 600,000 organizations.
The challenge: Disparate tools and inaccessible insights
As the support organization grew rapidly to meet global demand, the team adopted various cloud solutions that eventually created a disjointed environment. Even though they relied on internal UCaaS and CCaaS tools, the lack of a single platform meant workflows were inconsistent and supervisors lacked a complete view of agent performance. This fragmentation forced highly skilled staff into repetitive manual labor that drained resources.
