Overview
Echo Global Logistics ran on a legacy phone system that couldn't integrate with Salesforce, leaving sales leaders blind to rep activity. By moving to RingEX and RingCX — paired with AI Conversation Expert (ACE), AI Quality Management (AI QM), and the RingCentral Open Platform — Echo now automates call summaries, coaches smarter, and saves over 1,000 hours across the company.
RingCentral’s ACE and AI QM provides us with the detailed insights for coaching on individual calls, and the executive dashboard connects the dots by rolling up all that data into a clear, concise view of the major trends impacting the entire business. We used to have call data. Now, we have business intelligence. It’s that simple.
Zach Jecklin
Chief Information Officer
About our customer
Echo Global Logistics, based in the Midwest, has helped North American businesses move freight across road, rail, and port for more than 20 years. Today, more than 35,000 businesses rely on Echo and its network of 50,000+ transportation providers.
The challenge: A legacy phone system stalling growth
Echo moves roughly 50,000 shipments at any given time, and that scale runs on fast, dependable conversations with customers and carriers. Its legacy on-premises phone system couldn't keep up. With no real reporting, no Salesforce integration, and remote sellers drifting to personal cell phones, the result was a disjointed experience for sellers and contact center agents, and missed sales opportunities for Echo.
The solution and ROI: Every call connected, every insight captured
To overcome its visibility and workflow gaps, Echo Global Logistics transitioned to a unified cloud platform, identified alongside its trusted IT consulting partner, Ascenda. That platform now runs on RingEX, AI Conversation Expert (ACE), RingCX, AI Quality Management (AI QM), and the RingCentral Open Platform, a combination that delivers the following results:
What’s next for Echo Global Logistics
Echo is focused on finding more ways to put RingCentral AI to work across its operations. With ACE and AI QM already proving their fit, the team plans to keep uncovering insights, sharpening decisions, and pushing the boundaries of what the platform can do. By pairing more than 20 years of freight expertise with RingCentral's AI, Echo is building its next chapter on the same foundation as its first: reliability customers can count on.
To learn more about our customer, visit Echo Global Logistics.
