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BY NEED

iPacesetters Improves Contact Center Efficiency with Agent and Admin Ease-of-Use Platform: RingCentral Engage Voice™

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.
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 company that handles a high volume of calls on a daily basis, was looking to reduce friction and downtime between its current software and its agents and admins.

Though its previous software met its basic contact center needs, it was difficult to use and required multiple supporting applications to offer all the necessary capabilities. Agents struggled to find relevant information during customer engagements and were often forced to reconfigure settings before they could begin making and taking calls.

Sarah Lawes, Sr. Director of Workforce Management & Analytics, has been with iPacesetters for three and a half years and spent much of her recent time struggling with disparate contact center solutions. The issues with their software were costing the company hours of agent downtime every month and wasting valuable time for Lawes and other contact center administrators.

So easy to use, no formal training was required

As Lawes and other administrators at iPacesetters began implementing the RingCentral Engage Voice software, they were quickly impressed at the platform’s usability and simplicity. While training agents at one of the first locations on how to use the platform, Lawes stepped out to take a call after training just a few agents. When she rejoined the group a few minutes later, these agents were up and running and already had a number of additional agents on the platform ready to take and make calls.

“After that, we just sent a link to the software to the other contact centers,” Lawes said. “They said, ‘It’s easy; we don’t need you to train us.’ There really was no formal training.”

The remaining iPacesetter contact center locations were able to implement the software themselves, significantly reducing training time and the amount of work needed from Lawes and additional platform administrators. Within three months, all their contact centers and nearly 700 agents were trained and using Engage Voice without significant agent downtime or any major hurdles.

“It's a breeze to navigate through; there's really nothing to it. It just goes,” said one iPacesetters agent.

Significantly improved efficiency and brand-new capabilities

As iPacesetters began using Engage Voice, it quickly saw improvements. The new platform was incredibly user-friendly, allowing its agents to begin making and taking calls as soon as they arrived at their desks. By eliminating the need to reconfigure its software as it had to do in the past, its contact centers saw increases in call volume and overall call quality.

Easy access to agent call metrics, including calls placed and call history, also allowed agents to view and track their performance and incentivized them to personally improve their performance levels. Agents could now access information about past calls on their own, eliminating the need to ask management for it and allowing administrators to focus on more important issues.

Engage Voice also offered internal chat rooms, a brand-new feature for the iPacesetters’ team. For the company’s virtual teams in particular, these chat rooms significantly improved their internal communications. This feature provided a new way for supervisors to communicate goals, coach agents, and send other important messages to their teams throughout the day. As part of the Engage Voice platform, this chat feature was more secure than using an outside messaging app, giving teams more freedom in the messages they sent. With this easy, secure access to team members in any location, iPacesetters was able to improve workflows and increase positive interactions.

Everything they need—in one location

RingCentral and Engage Voice’s unmatched support has made a noticeable improvement in Lawes's work and the results the teams produce. The platform has also allowed them to finally keep all their systems in one location.

“I love that we’re on Engage Voice now. It makes our jobs fantastic,” Lawes said. “We had other various systems—and it was horrible. Now we’re on one platform, all in one place, and we go to one place for support.”

Rather than working with their internal team to fix any issues that arise, as required by their old platform, Lawes and system administrators now connect directly to RingCentral’s support team.

“They’re really good about getting back to you right away any time you’ve got a question or an issue,” Lawes said. “I don’t think any of our other vendors have ever been like that in all the years I’ve been here.”

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