Overview
The Escape Game struggled with a legacy contact center system that suffered from frequent downtime, unpredictable usage-based pricing, and delayed support. By migrating to RingCX and leveraging integrations within the RingCentral App Gallery, the company stabilized its national Guest Care operations and gained deep visibility into team performance. This shift allowed them to maintain their high standards for guest experience while significantly increasing revenue, reducing operational overhead, and even cutting their contact center costs by 50%.
Since we migrated to RingCX, our rate of calls answered is up 16%, bookings are up 7%, and we’re operating 100% more efficiently.
Daniel Daher
Senior Director of Marketing
About our customer
The Escape Game has hosted over 10 million guests in 50+ iconic US locations, including The Mall of America and International Drive. Renowned for hand-crafting adventures in its own "Adventure Factory," the company is a trusted industry leader commissioned by major brands like Disney, Amazon Studios, and NBC/Universal to build custom immersive experiences.
The challenge: Unreliable systems and scaling friction
As The Escape Game expanded its footprint by 10 new locations annually, their existing contact center software buckled under the pressure of continually increasing call volume. Unreliable vendor support underscored the need for The Escape Game to find a more modern, centralized, and scalable contact center solution.
