{"id":45825,"date":"2020-12-15T19:27:24","date_gmt":"2020-12-15T19:27:24","guid":{"rendered":"\/us\/en\/blog\/?p=45825"},"modified":"2024-07-25T22:02:49","modified_gmt":"2024-07-26T05:02:49","slug":"how-3-leading-tech-companies-are-using-ucaas-to-drive-innovation","status":"publish","type":"post","link":"\/us\/en\/blog\/how-3-leading-tech-companies-are-using-ucaas-to-drive-innovation\/","title":{"rendered":"How 3 leading tech companies are using UCaaS to drive innovation"},"content":{"rendered":"

Being innovative has always been an important differentiator for tech companies\u2014now it\u2019s critical for survival. According to\u00a0<\/span>research from McKinsey<\/span><\/a>, business leaders overwhelmingly believe COVID-19 will fundamentally change how they do business, creating new opportunities that will pave the way to post-pandemic recovery.<\/span><\/p>\n

But many organizations feel ill-prepared to capture the moment. From what we know about innovation, that\u2019s understandable. Innovation doesn\u2019t have an on\/off switch\u2014it requires thought and planning, strategy, execution, and ongoing nurturing, just like any other business objective. As we head into 2021, with new vaccines and the promise of a world beyond COVID, now is the time for global technology companies to focus on how to better drive innovation.<\/span><\/p>\n

In our Culture of Innovation series, we\u2019ve done a deep dive into how global high-tech organizations can do just that, looking at both the\u00a0<\/span>key traits of a company culture that promotes innovation<\/span><\/a> as a core business goal, as well as <\/span>the everyday things that often stand in the way<\/span><\/a>. Though every tech company innovates in unique ways, the factors that promote and undermine innovation are actually quite common\u2014and both can be improved by employing the right communications tools.<\/span><\/p>\n

Unified cloud communications support the needs of innovative companies while also removing barriers to forward thinking and execution. But don\u2019t take our word for it. We\u2019ve compiled some real-life high-tech examples of how RingCentral\u2019s unified cloud messaging, video, and phone solution have helped our clients establish and support a culture of innovation. Here\u2019s how they did it.<\/span><\/p>\n

Global cohesion and seamlessness post-acquisition<\/b><\/h2>\n

Often the fastest path to bringing better services and products to customers is not to cultivate them internally but to acquire a complementary business. And so it was for\u00a0<\/span>Attraqt<\/span><\/a> (LON: ATQT), which uses personalization, search, recommendations, internationalization, and merchandising SaaS solutions to power shopping experiences for leading retail brands. To better do this, they acquired an AI company based in France.<\/span>\u00a0<\/span><\/p>\n

But acquisitions are frequently accompanied by innovation pitfalls. From disparate tools to the challenge of creating a common culture, there\u2019s much standing between the successful marriage of two organizations and their ability to jointly innovate. For Attraqt, these obstacles were compounded by the company\u2019s global expansion, from its birthplace in the U.K. to new offices in Germany, Australia, and elsewhere.<\/span><\/p>\n

RingCentral relieved these pain points from the outset. \u201cBecause we have RingCentral, we will be able to scale up this business and onboard its staff much faster and with less friction than would\u2019ve ever been possible before,\u201d said David Phillips, Attraqt\u2019s CIO. \u201cFor example, we\u2019ll be able to integrate their phone numbers into the Attraqt system from our HQ, set them up with new emails, and get all of the staff\u2019s communications set up almost instantly.<\/span><\/p>\n

\u201cAlso, thanks to RingCentral, we\u2019re easily able to communicate via video conferencing with the newly acquired team, which is helping onboard them and speed up their integration into our company,\u201d Phillips said.<\/span><\/p>\n

Propelling customer satisfaction via better employee engagement<\/b><\/p>\n

For\u00a0<\/span>Geotab<\/span><\/a>, an award-winning fleet management solution, providing top-notch communication and support to end-user customers is a critical differentiator. But outdated on-prem PBX systems, followed by a cloud communications solution that wasn\u2019t up to the task, hindered their ability to offer innovative customer service.<\/span><\/p>\n

\u201cUnfortunately, we chose that first cloud solution in a hurry, and it just wasn\u2019t advanced enough to handle our needs,\u201d said Derek Carder, Geotab\u2019s Vice President of Customer Experience and Technical Operations. \u201cIt couldn\u2019t manage the complex routing instructions we needed to implement, track each caller\u2019s position in the queue, offer a simple push-to-call-back feature, or provide the visibility we wanted into our call traffic.\u201d Needless to say, these inefficiencies frustrated support center employees and made it more difficult to follow through on Geotab\u2019s mission of helping customers simplify and optimize managing their fleets.<\/span><\/p>\n

Not only could RingCentral handle Geotab\u2019s complex needs, but it gave them everything they need to provide customer support that is truly cutting-edge. New capabilities include better call queues and push-to-call-back features, and\u2014even more importantly\u2014integrations and other features that improve visibility and make it easier for employees to work together.<\/span><\/p>\n

\u201cOur surveys indicated employee satisfaction with our previous communication tools was about 50%. But since rolling out RingCentral, that number has jumped to the 80% range,\u201d Carder said. \u201cOur support center employees really appreciate how intuitive the RingCentral system is. In Contact Center, the team-view dashboard lets our support staff see which calls are in the queue and what other people are working on, so they know when to jump in and help out a team member. Our supervisors can jump in, too. We\u2019ve never had these capabilities before. All of this is invaluable because happy, engaged employees are a key contributor to Geotab\u2019s success.\u201d<\/span><\/p>\n

Streamlining work to make room for innovation<\/b><\/h4>\n

One of the fastest-growing cybersecurity companies in the world and an award-winning innovator, <\/span>iBoss<\/span><\/a>\u2019 continued growth and success relies on its ability to fire on all cylinders. But its communications system\u2014a legacy PBX system dating back to the company\u2019s inception in 2003 and patchwork of other tools\u2014wasn\u2019t up to the task. With at least five different communications solutions in place, including two conferencing services and several chat applications, communicating was becoming increasingly complicated and unwieldy, whether the employees were both located in North American offices or spread out across iboss\u2019 global markets.<\/span><\/p>\n

Not only did RingCentral\u2019s all-in-one platform remove the drag of collaborating remotely, but it fueled productivity and helped free up time for innovation by creating additional efficiencies via integrations with other business-critical apps. \u201cHaving RingCentral automatically pop up in Salesforce and Zendesk helps improve the productivity of our sales and support teams,\u201d said Christopher Park, iBoss CIO. \u201cIt\u2019s also a great way for us to see how much time an employee is on the phone, for example, or how much time a customer is taking up in support. The RingCentral reports are great, and it\u2019s the integration that gives us that visibility.\u201d<\/span><\/p>\n

Paving the way to innovation with RingCentral<\/b><\/h2>\n

A clearly defined and communicated company vision. Winning employee experiences that are designed to reduce friction and wasted time, and make it easier to work together with colleagues\u2014wherever they\u2019re located. Business apps that work together, improving visibility and reducing silos. If innovation is on the roadmap, the clearest path is by finding tactics that provide all of these and other benefits in one.<\/span><\/p>\n

As these examples show, the right communications platform sets the foundation for a culture of innovation. The seamlessness, ease of use, and scalability of <\/span>RingCentral<\/span><\/a> makes it more than a mere communications platform\u2014think of it instead as the backbone of a truly innovative tech organization.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Being innovative has always been an important differentiator for tech companies\u2014now it\u2019s critical for survival. According to\u00a0research from McKinsey, business leaders overwhelmingly believe COVID-19 will fundamentally change how they do business, creating new opportunities that will pave the way to post-pandemic recovery. But many organizations feel ill-prepared to capture the moment. From what we know …<\/p>\n","protected":false},"author":29,"featured_media":45826,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18722],"tags":[1414,2877,29074,29075,26147],"class_list":["post-45825","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-startups","tag-customer-satisfaction","tag-employee-engagement","tag-high-tech-unified-communications","tag-ringcentral-all-in-one-platform","tag-ringcentral-for-high-tech"],"acf":[],"yoast_head":"\nHow 3 leading tech companies are using UCaaS to drive innovation | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Check out how three leading tech companies use unified communications from RingCentral to establish, drive, and support a culture of innovation.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">RingCentral Team<\/span><\/a>","rc_author_full_name":"RingCentral Team","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2022\/02\/ringcentral-logo-new.png","rc_author_link":"\/us\/en\/blog\/author\/ringcentral-team\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/verticals\/startups\/amp\">Startups<\/a>","amp_link":"\/us\/en\/blog\/how-3-leading-tech-companies-are-using-ucaas-to-drive-innovation\/amp","excerpt_title":"How 3 leading tech companies are using UCaaS to drive 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