Discover how Trojan Recruitment Group is ensuring every call is answered – even after hours – with RingCentral. Trojan also plans to leverage RingCentral’s AI capabilities for future business innovations.
European IT services provider
A key player in digital transformation relies on RingCentral to manage its service centers, streamline customer interactions, and explore new AI-powered use cases, supporting a reduction in call abandonment to around 5%.
Region
Europe
Company size
400–4,999
Industry
Professional Services
Products used
This case study is also available in French
30 sec.
time to answer 90% of calls with RingCX
5%
call abandonment rate
4 months
to deploy RingCX across five service centers
Our migration to RingCX was completed in four months, covering more than one hundred phone lines and several digital channels. We especially appreciated RingCentral’s technical support. The Professional Services team was attentive and proactive in anticipating our needs.
IT Consultant – Head of the Functional Unit
A digital services partner helping businesses optimize their IT performance
This European IT services provider supports its clients in their digital transformation through several complementary levers, including infrastructure modernization, cloud migration, security management, and the enhancement of user experience.
The company operates 5 service centers in France and abroad, providing outsourced IT support for client employees. This model requires strict oversight, operational reliability, and modern tools to manage omnichannel interactions (phone, live chat, email).
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The need: a modern, flexible, and high-performing solution
Within the company, the Support Tools department designs, deploys, and maintains a catalog of applications that optimize service delivery and performance across its service centers.
The IT Consultant and Head of the Functional Unit, collects and qualifies needs from different departments to ensure each solution—whether developed internally or sourced from a vendor—fits seamlessly into their existing environments. His team plays a key role in selecting the right tools, as it did when identifying a new contact center solution.
The previous system showed its limits: support responsiveness sometimes lagged, delaying new features and integrations. Technical incidents could cause significant disruptions. Billing visibility was also limited, leading to wasted time and potential errors.
They therefore needed a reliable, high-availability solution backed by responsive technical support. Beyond immediate challenges, the company wanted to challenge the market and identify innovative technologies. As a digital transformation leader, they pay close attention to solutions that leverage AI and integration capabilities.
For us, it’s essential to regularly re-evaluate the market. Solutions, interfaces, and technologies evolve quickly, and we want to adapt to keep delivering smoother, more efficient user experiences. That’s when RingCentral emerged as the right fit.
IT Consultant – Head of the Functional Unit
Rapid deployment for a complex, multi-site environment
Already a long-standing partner of their UK headquarters, RingCentral was quickly identified as a potential solution for the French market.
RingCX was selected to centralize the management of voice, email, and live chat channels across a distributed environment. The solution was deployed in five service centers, in France and internationally, to support diverse needs such as 24/7 assistance, maintenance, and multilingual support.
We migrated over 100 phone lines and multiple digital channels across several service centers, while simultaneously integrating business tools. The responsiveness of the RingCentral team was key to managing such a complex project.
IT Consultant – Head of the Functional Unit
This deployment also aligned with an organizational shift at their company: each service center now manages its own instance, whereas the system was previously centralized. RingCX enables this autonomy while maintaining simple, unified administration.
An Open Platform optimizing efficiency
At this leading IT services company, RingCX integrates into a broader agile environment designed to meet business needs while boosting operational efficiency.
A mobile application developed internally plays a central role in this ecosystem. Designed for end users, especially those in the field or on the move, it simplifies support management with a smooth, intuitive experience. From this interface, users can create a support ticket, track request status, or directly chat with support teams.
Connected to RingCX through APIs, the app serves as a true entry point to the support ecosystem. Users can trigger immediate or scheduled callbacks based on their availability or launch a live chat session. During interactions, contextual pop-ups automatically display key information—contact details, incident history, open requests, or device details—pulled from ITSM tools such as ServiceNow or EazyVista.
With RingCX’s open platform, we’ve been able to integrate ServiceNow and our ITSM tools so agents always have the right information at the right moment. It streamlines the experience for both users and support teams.
IT Consultant – Head of the Functional Unit
These integrations have a tangible impact on service quality and user satisfaction. Callbacks eliminate on-hold time and frustration, while contextual insights give agents the full picture they need to personalize responses and speed up resolution.
Finally, RingCX’s integration with Microsoft Teams is already operational in their test environment. Since several of their client organizations use Teams, this capability positions them to easily support those users when needed.
Many of our clients work daily in Microsoft Teams. Knowing this integration is available means we can offer a more seamless experience when needed—while keeping a consistent service identity across all tools.
IT Consultant – Head of the Functional Unit
A better user experience for agents and supervisors
The service center based in Romania benefits particularly from the supervision tools offered by RingCX, with strong satisfaction and adoption on this perimeter. This is reflected in feedback from the teams, highlighting that the interface is easy to learn and intuitive for both agents and supervisors, simplifying daily use and operational support.
Supervisors also benefit from enhanced visibility over activity. Real-time dashboards displayed through the Send to Wallboard feature make it easier to monitor volumes and performance. The barge and whisper features in the Supervisor dashboard are actively used to support agents during complex situations or training sessions. This strengthens coaching quality and helps reduce ramp-up time.
Operationally, call handling is considered more efficient. The solution helps teams meet contractual KPIs (including service levels and response times) thanks to clearer interaction distribution, better prioritization, and real-time visibility into volumes and service levels.
Since deploying RingCX, the Romanian center has seen a reduction in call abandonment to around 5% and significantly faster response times, with 90% of calls answered in under 30 seconds. These strong results now provide the foundation for fine-tuning flows and continuously improving service quality.
An architecture aligned with their organization
One of RingCX’s key strengths for them lies in its ability to support multiple dedicated environments (tenants) configured for each operational need. This setup allows them to organize workflows by service center while maintaining centralized oversight through the Support Tools department.
Each center has its own space with dedicated dashboards, configurations, and integrations. For instance, the callback feature is activated only in environments where it is most relevant to user demand—primarily in service centers managing high inbound call volumes or supporting users in the field.
This structure also fuels innovation. A dedicated demo and test environment allows their teams to safely experiment with new features—such as chatbots, web widgets, or integrations with internal tools—before full deployment in production.
Expanding possibilities with RingCentral AI
The IT services and infrastructure provider continues to evolve its omnichannel customer experience with RingCX, aiming to strengthen operational performance and anticipate user needs.
As part of its innovation strategy, they have a dedicated team exploring the potential of artificial intelligence across multiple use cases.
With RingCX AI Quality Management, we see an opportunity to automate low-value tasks, deliver smoother user experiences, and better anticipate support needs.
IT Consultant – Head of the Functional Unit
They intend to leverage RingCentral AI to provide real-time assistance to agents and supervisors, help teams manage complex interactions, and proactively detect IT incidents through smart integrations. The planned adoption of RingCX’s Agent Assist and Supervisor Assist modules supports this vision—enhancing performance, decision-making, and customer experience.
AI opens up new possibilities to strengthen both efficiency and service quality. We’re attentive to every opportunity to enrich our tools with AI—whether through sentiment analysis, automation, or knowledge sharing—while maintaining the ability to seamlessly transfer interactions to a live agent within RingCX.
IT Consultant – Head of the Functional Unit
These initiatives reflect their commitment to continuously improving customer experience. In a landscape where innovation, client expectations, and technology evolve rapidly, RingCentral is seen as a long-term partner, supporting their growth and future innovation journey.
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