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How Foundation Partners delivers world-class service with AI
Region
Americas
Company size
400–4,999
Industry
Professional Services
Products used
KEY METRICS
99%
CSAT scores achieved with ACE,
up from a baseline of 85%
up from a baseline of 85%
~$100K
additional monthly profit per market
+7 pts
in QA scores over non-AI markets
Overview
Foundation Partners Group had no agent performance data, no QA scoring, and no standard operating procedures. By deploying RingEX with AI Conversation Expert (ACE), they moved to a data-driven coaching culture from the ground up, empowering representatives with immediate, automated QA feedback. This AI-driven strategy dramatically boosted quality assurance and increased customer satisfaction scores to 99% while generating massive localized profit gains.
Whenever we add a call center representative to a new market, we see an immediate profit increase of almost $100K a month. That growth happens simply because our team is better at the job, driven by the precise training and coaching they get from tools like ACE.
Brian Atkins
,
Call Center Representative Manager
About our customer
Foundation Partners Group, based in Orlando, Florida, has operated as a leading provider of funeral, cemetery, and end-of-life services since its establishment in 2010. The company partners with a network of more than 200 funeral homes, cremation centers, and cemeteries across multiple states, employing a centralized team of professionals and representatives who deliver compassionate care to families during moments of need.
The challenge: No data, no coaching infrastructure
Foundation Partners has grown to 8–9 markets with zero visibility into performance for their call representatives. Without metrics to evaluate agent quality, single out top performers, or establish coaching baselines, local teams operated without strategic direction and families received an inconsistent experience.
- No visibility: No historical performance data existed for any agent, making it impossible to identify coaching gaps or replicate success across markets.
- Capacity limits: Manual review teams could only listen to a tiny fraction of total call volume, leaving thousands of interactions completely unmonitored as the company expanded.
- No playbook: The team has no standard operating procedures or transcripts to define a successful call.
The solution and ROI: AI-powered coaching at scale
To overcome its lack of visibility and coaching structure, Foundation Partners transitioned to RingEX and ACE. This shift allows the organization to swap legacy oversight for automated conversation intelligence, ensuring every sensitive interaction with grieving families is automatically surfaced for optimization.
The implementation of the RingCentral product suite delivers the following results:
- RingEX powers the unified communications platform enabling leadership to track regional call volumes, answered calls, and average speed of answer.
- ACE
- Optimizes conversational quality allowing managers to coach representatives to slow down and listen to families navigating an emotional loss.
- Scorecards evaluate every call against a 20-question QA rubric, delivering immediate per-agent feedback that previously required hours of manual call review.
- Interaction transcripts allow managers to pull real calls for role-play training and generate scenario-based role-play content, which dramatically cuts agent ramp time and establishes the foundation for company-wide SOPs.
What’s next for Foundation Partners
With two new assistant managers, Brian Atkins, CCR Manager, will shift his focus from day-to-day team management to expanding ACE across the entire Foundation Partners organization. Backed by executive prioritization from the COO, this rollout aims to bring the remaining non-coached markets onto an even playing field, with the centralized team on track to double from 12 to 24 representatives.
Foundation Partners has long built its reputation on compassionate, personalized service to families at their most vulnerable moments. By pairing that legacy of care with RingCentral ACE, the organization is now building the data-driven framework to deliver that standard consistently, at scale, across every market it serves.
To learn more about our customer, visit Foundation Partners Group.
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