Because RingCentral’s communications solution is cloud-based, meaning it enables calling from any internet-connected device, FPS’s team can now work remotely when they need to. Support agents can join call queues and take customer calls—even from home. As David points out, this can really help a company headquartered in a city like Denver.
“If there’s a weather issue here and coming into the office would be difficult or dangerous, our reps can use RingCentral’s softphone capability to handle work calls from their laptops.”
And FPS has found yet another benefit since deploying RingCentral: detailed call data reporting and analytics, which the team is using to gain insights and business intelligence that they’ve never had access to before. For example, the support department uses their RingCentral analytics portal to track and analyze call traffic, agent skill performance, and other important metrics.
“The support team is clearly finding ways to use this information to improve their operations,” David says, “because they’re generating and reviewing these reports every day.”