Overview
SPM Services faced frequent call disconnections and scaling issues that began putting a strain on its most critical client relationships. By migrating to RingCX, the team eliminated dropped calls and gained real-time visibility into agent performance. This transition allowed them to seamlessly manage a 120% surge in traffic while providing clients with autonomous access to detailed performance data.
As we moved to RingCX, we went into a high-traffic period where the call load jumped 120% over the previous year. But because we had RingCX deployed–and our supervisors now had real-time monitoring and analysis capabilities–we were able to successfully achieve our targets.
Kévin Lerendu
Key Accounts Manager
About our customer
SPM Services, based in France, has provided world-class outsourced multilingual contact-center solutions for global businesses since its inception. The organization serves diverse sectors including automotive, health, and retail by prioritizing rigorous agent training and elite service standards.
The challenge: System instability and reporting roadblocks
As the Mauritius office expanded its workforce to keep pace with rising demand, the existing telephony infrastructure began to buckle under the pressure. Leadership felt a growing sense of frustration as the technical limitations of the old platform started to jeopardize their standing with their premier accounts.
The solution and ROI: Real-time intelligence and seamless, international scaling
To address the hurdle of recurring call drops and limited oversight, SPM Services joined forces with Digital Liance SAS to migrate to RingCX's centralized, globally capable contact center environment. Now that they're using RingCX as the company's integrated digital hub, the customer service team is leveraging the solution to:
