Overview
RingCentral’s Customer Success team struggled with overwhelming inbound volume that far outpaced agent capacity, leading to missed renewals. Clients became frustrated, for example, as the high volume resulted in the team answering only 33% of inbound calls within the SLA-specified timeframe of 60 seconds (where the agreement called for a minimum at 80%). By deploying a suite of AI-driven tools—including AI Receptionist (AIR), RingCX, AI Quality Management (AI QM), AVA Supervisor and Agent Assist—the team shifted from a reactive stance to a streamlined, automated workflow. In addition to boosting their Net Promoter Score (NPS) by 43 points over the industry benchmark, this digital overhaul redefined the agent experience by using the Open Platform to sync internal tools, ensuring every customer interaction is backed by real-time data and intelligent routing.
RingCX and AIR have been transformative. We improved from answering just 33% of our inbound calls within 60 seconds to doing so consistently more than 70% of the time–all while providing our agents with the real-time AI assistance they need to stay effective during complex calls.
Vicente Gochuico
Center of Excellence Lead, RingCentral Customer Success
About the RingCentral Customer Success Team
RingCentral’s Customer Success Team, based in Manila, The Philippines, empowers RingCentral’s customers worldwide through proactive value delivery and strategic partnership. The department’s 85 full-time customer success agents and their supervisors are dedicated to eliminating churn by ensuring every customer organization can achieve its full potential with RingCentral’s cloud-communication and AI-powered solutions to deliver their customers world-class communication experiences.
