Overview
The San Diego Symphony struggled with a fragmented legacy infrastructure that forced patrons into four-hour hold queues and required expensive third-party overflow support. By migrating to RingCX and RingEX, the organization unified its waterfront and indoor venues, slashed wait times to under 10 minutes, and gained the internal efficiency needed to eliminate costly outsourcing contracts. This digital shift ensures their world-class musical performances are matched by a seamless, professional service experience.
Our legacy system could leave a caller on hold for four hours. With RingCX, even during times with high call volume, nobody waits for more than 10 minutes. That’s a 95% decrease in hold time.
Sean Kennedy
IT Director
About our customer
San Diego Symphony has delivered world-class cultural impact and musical excellence since 1910. The organization performs for over 250,000 people annually across its landmark Jacobs Music Center and the waterfront Rady Shell.
The challenge: Fragmented tools and multi-hour delays
The symphony’s expansion to a second major outdoor venue—The Rady Shell, located on the San Diego waterfront—pushed the organization’s aging, rigid phone system to a breaking point. IT leadership lacked any visibility into call data, leaving them unable to track performance or make simple administrative adjustments without relying on a slow-moving external provider. This technical debt created significant friction for both staff and music lovers.
