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iPacesetters Sees Dramatic Improvements in Agent Downtime and Productivity with Engage Voice Platform

Summary
Needed a phone solution that would work easily on day one, scale easily later.
Cloud-based RingCentral enabled easy office expansion and frictionless growth.
Continuing to benefit from RingCentral’s ease of use and cost-effectiveness.
Summary
“I’d say if you’re thinking about moving to RingCentral, don’t wait, just do it.”
Sarah Lawes
Sr. Director of Workforce Management & Analytics
Company profile
Company profile:
iPacesetters offers contact center and customer service solutions for organizations across the country, including large clients such as major telecom providers. iPacesetters offers customer acquisition, customer retention, loyalty and win-back, lead generation, appointment setting, and bilingual marketing services.
Year founded:
1998
EMPLOYEES:
1,600
Headquarters:
Tulsa, OK
Website:

iPacesetters, a thriving BPO that handles a high volume of calls on a daily basis, needed a new system that supported a strong collaboration between their teams and the software they were looking to use in order to adequately meet client needs.

Their previous software lacked the softphone feature needed to connect with customers, so iPacesetters utilized a free online microSIP as an affordable replacement. This application was difficult to use, however, and often caused dropped calls, poor audio quality, and a significant increase in agent downtime.

For Sarah Lawes, Sr. Director of Workforce Management & Analytics at iPacesetters, who has been with the company for three and a half years,

the microSIP also caused continuous headaches within her work. To add to the inefficiencies, their internal scripting only ran on Internet Explorer and frequently lost their system settings, forcing contact center supervisors and administrators to reconfigure the settings before agents could begin taking or making calls.

“Our microSIPs were unreliable at best. The call quality was just awful,” Sarah said. “The calls would drop, and the agents would get logged off. The settings would change; it’d go in and mess with their passwords. There was just so much going on with the microSIPs.”

The issues with their software were costing iPacesetters an estimated 1,000 hours of agent downtime every month and wasting valuable time for Sarah and other contact center administrators.

The softphone capabilities they’d been looking for

iPacesetters had already been using RingCentral’s products for several years. When the newest version of the Engage Voice platform was unveiled, iPacesetters knew they’d found the solution they needed and wanted to migrate to it right away. The platform’s integrated softphone was the most important feature for Sarah and the iPacesetters team, and the results were exactly as they hoped.

“The integrated softphone was the big selling point,” Sarah said. “Once we got in there and tested it in the first two sites and saw the huge improvement in agent downtime, then it just took off. We instantly saw the improved productivity.”

The new softphone offered a significant increase in call and audio quality—so much better, in fact, that some agents had a hard time telling when the call was finished. The lack of static, dropped calls, and audio issues was a relief for the team, as well as their clients and customers.

“The integrated softphone is amazing; the call quality is amazing,” Sarah said. “There are so many good features about it.”

Reducing downtime from top to bottom

Once using the Engage Voice platform, the benefits quickly became apparent. Unlike their old system, which constantly forced Sarah and contact center supervisors and administrators to restore the correct microSIP settings while agents waited idle, the Engage Voice platform was ready as soon as agents were, improving productivity and significantly reducing agent downtime.

“We knew coming off that microSIP and going to your integrated softphone was only going to be a benefit,” Sarah said. “Now our agents

spend less time working with the configurations and more time actually working with the dialer and moving through the scripts.”

With the Engage Voice platform, iPacesetters experienced a 90% reduction in agent downtime, going from 1,000 hours of downtime in a month to just 100. For one contact center, in particular, their 100+ hours of agent downtime in a month decreased to less than five, greatly improving agent call time, customer service, and client experiences.

“Don't wait [to join RingCentral], just do it.”

Since switching to Engage Voice, Sarah has seen the positive effects the new software has had on her and her team. With such drastic improvements in productivity and call quality, they know they made the right decision.

“I’d say if you’re thinking about moving to RingCentral, don’t wait, just do it,” Sarah said.

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