{"id":46525,"date":"2021-02-08T17:58:40","date_gmt":"2021-02-08T17:58:40","guid":{"rendered":"\/us\/en\/blog\/?p=46525"},"modified":"2024-08-14T07:47:43","modified_gmt":"2024-08-14T14:47:43","slug":"with-customers-worldwide-tech-innovator-gtx-needed-a-world-class-contact-center-solution","status":"publish","type":"post","link":"\/us\/en\/blog\/with-customers-worldwide-tech-innovator-gtx-needed-a-world-class-contact-center-solution\/","title":{"rendered":"With customers worldwide, tech innovator GTX needed a world-class contact center solution"},"content":{"rendered":"

Canada-based Techno-X Group (GTX) is a pioneer in the Internet of Things (IoT) space. The company has been creating new technologies for connecting devices to the internet since 2016. The tech innovator is also credited with developing the first cellular-enabled mobile security cameras and a range of internet-connected devices for hunting and outdoor activities.<\/p>\n

By 2020, GTX Global<\/a> had sold millions of IoT products across more than 45 countries. But as you can imagine, the customer service calls the company receives are often quite technical in nature. So, after years of outsourcing its support operation to third-party call centers, GTX decided to bring its customer service function in-house.<\/p>\n

After thoroughly researching the telecommunications industry for call center<\/a> software, the company found RingCentral Engage Voice: a cloud-based solution combining voice, chat, and analytics tools in a unified platform.<\/p>\n

And when the COVID lockdowns went into effect\u2014just a few weeks after they\u2019d rolled out RingCentral Engage Voice\u2014GTX\u2019s operations team realized how smart their decision had been.<\/p>\n

A contact center solution perfect for remote agents<\/strong><\/h3>\n

After migrating to their new RingCentral cloud platform, Corporate Development VP Jean-Fran\u00e7ois Boyer asked one team of customer service agents to try working their next shift from home.<\/p>\n

\u201cI thought it would make sense, long-term, to allow agents who met our goals for customer satisfaction and productivity to work remotely when they wanted,\u201d Boyer explains. \u201cFor agents who needed help meeting the company\u2019s goals, we\u2019d have them work in the office where we could give them more supervision and guidance.\u201d<\/p>\n

Because RingCentral Engage Voice is entirely cloud-based, Boyer\u2019s experiment worked perfectly. The agents were able to log in to their accounts on their laptops at home, using the RingCentral desktop app. Then they were able to add themselves to the appropriate call queues, plug in their headsets, and take customer calls right from their computers.<\/p>\n

Also, because the Engage Voice system integrates with GTX\u2019s Salesforce account, when agents received a new call, they could immediately view a detailed profile of the customer on their screen. This would allow them to greet the caller properly and know in advance which products the customer might be calling about.<\/p>\n

Boyer wanted the flexibility that some of GTX\u2019s customer service team could work remotely when appropriate. RingCentral passed that initial test. \u201cIt worked very smoothly right from the start, even with everyone still new to the RingCentral platform,\u201d he says.<\/p>\n

But then the lockdowns went into effect. Suddenly, GTX\u2019s entire customer service division had to transition to remote work immediately and for the foreseeable future. RingCentral passed that test as well. As Boyer explains: \u201cWe discovered that, yes, we can have all of our agents working from home 100% of the time\u2014without compromising the quality of our customer service.\u201d<\/p>\n

The experience with RingCentral Engage Voice proved so successful, both with GTX\u2019s agents and the company\u2019s customers, that Boyer believes GTX will continue with a largely remote customer service workforce even after the lockdowns end. \u201cI can see us bringing our agents into the office once in a while for in-person training, and just for team-building,\u201d he says.<\/p>\n

\u201cBut our agents really enjoy working from home, and their productivity is at least as high as before. So, I\u2019m confident we\u2019re going to come out of this as a company with a highly successful remote customer service division. And I think RingCentral deserves a good deal of the credit.\u201d<\/p>\n

Read the GTX Global-RingCentral success story<\/a><\/p>\n

 <\/p>\n

 <\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Canada-based Techno-X Group (GTX) is a pioneer in the Internet of Things (IoT) space. The company has been creating new technologies for connecting devices to the internet since 2016. The tech innovator is also credited with developing the first cellular-enabled mobile security cameras and a range of internet-connected devices for hunting and outdoor activities. By …<\/p>\n","protected":false},"author":1025,"featured_media":46526,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18722],"tags":[4606,1783,1855,7999,743,17473,24015,296],"class_list":["post-46525","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-startups","tag-ucaas","tag-business-communications","tag-cloud-communications","tag-cloud-contact-center","tag-customer-experience","tag-engage-digital","tag-high-tech","tag-ringcentral"],"acf":[],"yoast_head":"\nWith customers worldwide, tech innovator GTX needed a world-class contact center solution | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Canada-based Techno-X Group (GTX) is a pioneer in the Internet of Things (IoT) space. 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