{"id":51161,"date":"2022-02-25T08:00:13","date_gmt":"2022-02-25T16:00:13","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=51161"},"modified":"2025-03-13T06:19:56","modified_gmt":"2025-03-13T13:19:56","slug":"businesses-saving-time-money-call-center-technology","status":"publish","type":"post","link":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/businesses-saving-time-money-call-center-technology\/","title":{"rendered":"How businesses are saving time and money with call center technology"},"content":{"rendered":"

We\u2019ve said it before, and we\u2019ll say it again: cloud-based call center technology saves time and money for businesses of any size. And we have three examples of companies that prove it every day.\u00a0\u00a0<\/span><\/p>\n

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\ud83c\udf1f Want more happy customers?<\/span> Who doesn\u2019t? Grab our call center playbook<\/strong> to see how five small businesses are upleveling the customer experience.<\/span><\/p>\n

[downloadForm download-link=”https:\/\/netstorage.ringcentral.com\/ebook\/contact_center_playbook.pdf” button-text=”\ud83d\udcd9 Grab the call center playbook” modal-title=”\ud83d\udc40 \u200a Get this free call center playbook to learn how to improve the customer experience. ” submit-text=”Get it now” confirmation-message=”Enjoy! “]<\/span><\/p>\n

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In this blog post, you\u2019ll get a deep dive into how three small and mid-sized businesses (across various industries) are boosting customer satisfaction and productivity, while reducing operational costs, with <\/span>RingCentral Contact Center\u2122<\/span><\/a>.<\/span><\/p>\n

<\/a>Porch is saving money and time with a unified solution<\/span><\/h2>\n

Porch is a home services company based in Seattle with 201\u2013500 employees. Before the company switched to RingCentral’s unified solution, employees constantly switched back and forth between various apps. Porch was juggling various tools from multiple vendors.\u00a0\u00a0<\/span><\/p>\n

The communications landscape was messy and needed an overhaul. In addition, the company\u2019s cloud-based call center was consistently dropping calls, causing a lot of headaches and frustration.\u00a0<\/span><\/p>\n

Porch was looking for an advanced platform to meet all its communications needs, including a seamless integration with Salesforce. The goal was to find one vendor with a reliable solution to replace Porch\u2019s legacy phone system and call center<\/a>. <\/span><\/p>\n

That was a tall order, but RingCentral was more than up to the challenge. Straight off the bat, Porch was able to integrate RingCentral with Salesforce, which allowed the team to make calls directly from the CRM.<\/span><\/p>\n

Every team at Porch (except one team in the field) uses RingCentral Contact Center. A key benefit of RingCentral Contact Center is that employees and customers can communicate with their preferred channel of choice. For example, some professionals who utilize the Porch service prefer using their cell phones to communicate, while others prefer two-way SMS. RingCentral makes it easy to communicate across any channel, whether through phone calls, SMS, messaging, video calls<\/a>, social media, and more.<\/span><\/p>\n

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The company also uses RingCentral Contact Center\u2019s callback feature to improve customer hold times. When hold times are long, callers now have the option to leave a callback number, hold their place in line, and have the system call when an agent is available\u2014this has become a game-changer and makes long hold times a thing of the past.\u00a0<\/span><\/p>\n

RingCentral\u2019s <\/span>industry-leading unified communications solution<\/span><\/a> was everything Porch was searching for\u2014and at a cost that\u2019s 25% less than what the company was previously paying. With features like omnichannel flexibility, self-service capabilities, intelligent voicemail routing, and 24\/7 customer support, RingCentral ticks all the boxes for Porch.\u00a0<\/span><\/p>\n

[quote-text-break-point-large author=”Ankur Pradhan”\u00a0 company=” Senior Salesforce Developer at Porch”]<\/span>\u201cRingCentral\u2019s support after the sale is very good. Our sales manager is always available and reaching out to us.\u201d<\/span> [\/quote-text-break-point-large]<\/span><\/p>\n

<\/a>Peninsula is spotting sales opportunities with analytics<\/span><\/h2>\n

Peninsula is an employee management consultancy with 201\u2013500 employees. The company was growing rapidly and needed a contact center solution that could manage incoming call volumes and maintain its high standard of customer service.<\/span><\/p>\n

Being a data-driven company, Peninsula was on the hunt for a robust contact center that could deliver real-time analytics to improve staffing, operations, and sales.<\/span><\/p>\n

Omer Subedar, IT Manager at Peninsula, and his team investigated many contact center solutions, including big-name providers. \u201cMost offered roughly the same functionality,\u201d he explained. \u201cBut the data analytics and reporting capabilities with RingCentral Contact Center<\/a> held a lot of potential for key business intelligence.\u201d\u00a0<\/span><\/p>\n

The company had already begun using <\/span>RingCentral MVP\u2122<\/span><\/a> as the cloud phone solution for some of its back-office staff\u2014in IT, finance, and marketing to name a few. \u201cWe were impressed with what we\u2019d already seen from the RingCentral product, so we decided to go with Contact Center as well.\u201d\u00a0<\/span><\/p>\n

One of the biggest benefits Peninsula gets with RingCentral Contact Center is the ability to use valuable data to identify trends, spot opportunities, and optimize workflows for both its sales and service staff. <\/span><\/p>\n

\"RingCentral<\/p>\n

Peninsula is discovering actionable insights on the sales side as well. \u201cAll of our salespeople are using Contact Center,\u201d said Stephanie Jones, Marketing Manager at Peninsula. \u201cWhat\u2019s great about this is that it allows us to track all of a salesperson\u2019s communications with prospects and customers, which we can then analyze to uncover trends and patterns\u2014to learn what\u2019s working and what isn\u2019t.\u201d<\/span><\/p>\n

[quote-text-break-point-large author=”Stephanie Jones”\u00a0 company=”Marketing Manager at Peninsula”]<\/span>\u201cThe data we learned from Contact Center quickly proved so effective that we decided to give every client- and prospect-facing employee a Contact Center license. Everyone in sales, support, and even some of our marketing team uses RingCentral Contact Center\u2014well over 150 people across the company.\u201d [\/quote-text-break-point-large]<\/span><\/p>\n

<\/a>NADA easily moved their contact center to the cloud<\/span><\/h2>\n

The National Automobile Dealer’s Association (NADA) is the largest trade association representing franchised new car dealerships across the United States.\u00a0<\/span><\/p>\n

Before upgrading to RingCentral Contact Center, NADA used a dated on-premises voice over IP (VoIP) system that caused too many issues and headaches. As the company was forced to <\/span>go remote<\/span><\/a> amid the pandemic, they were able to deploy RingCentral\u2019s cloud-based contact center without a hitch and support their workforce to work from anywhere.<\/span><\/p>\n

[rc-post-content-cta img_url=”\/us\/en\/blog\/wp-content\/uploads\/2021\/07\/How-to-find-a-cloud-provider-you-can-trust.png” url=”https:\/\/www.ringcentral.com\/us\/en\/blog\/how-to-find-a-cloud-provider-you-can-trust\/” link_text=”Read the blog” img_position=\u201dright\u201d block_color=”orange”]How to find a cloud provider you can trust[\/rc-post-content-cta]<\/span><\/p>\n

NADA turned to RingCentral\u2019s cloud-based contact center for their inbound call center<\/a> and click-to-chat website application. In addition, the company was able to improve its flow of work by integrating RingCentral Contact Center directly into its IT infrastructure, including Microsoft 365.\u00a0<\/span><\/p>\n

Catering to a new remote workforce was easier than ever\u2014with RingCentral\u2019s remote access, every employee was given the ability to work from anywhere instantly. NADA was able to keep business up and running uninterrupted as they made major moves to a remote work model and a cloud-based contact center solution. <\/span><\/p>\n

[quote-text-break-point-large author=”Rafael Maldonado”\u00a0 company=”Vice President and CIO at NADA”]<\/span>\u201c<\/span>If we could enable our staff to be more nimble, efficient, and effective in our mission of servicing our members, we wouldn\u2019t be limited by a building. RingCentral was one of those steps in us being able to get the work done from anywhere on any device.<\/span>\u201d<\/span> [\/quote-text-break-point-large]<\/span><\/p>\n

<\/a>Get your hands on the right call center technology\u00a0<\/span><\/h2>\n

Businesses of all sizes are reaping the benefits of call center technology<\/a>. RingCentral offered Porch, Peninsula, and NADA access to advanced call center features and analytics to help take their businesses to the next level.\u00a0<\/span><\/p>\n

If you\u2019re tired of worrying about voice quality, long wait times, limitations, or lack of reporting, then it\u2019s time to upgrade to RingCentral Contact Center. Start connecting with your customers on any channel, at any time, and resolve issues faster.\u00a0<\/span><\/p>\n

Start saving time and money with RingCentral by your side.\u00a0<\/span><\/p>\n

[marketo-form]<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

We\u2019ve said it before, and we\u2019ll say it again: cloud-based call center technology saves time and money for businesses of any size. And we have three examples of companies that prove it every day.\u00a0\u00a0 \ud83c\udf1f Want more happy customers? Who doesn\u2019t? Grab our call center playbook to see how five small businesses are upleveling the […]<\/p>\n","protected":false},"author":29,"featured_media":51159,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901],"tags":[14280],"class_list":["post-51161","post","type-post","status-publish","format-standard","hentry","category-business-leadership","tag-call-center-technology"],"_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/51161","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/29"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=51161"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/51161\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/51159"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=51161"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=51161"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=51161"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}