Gameday Men’s Health uses AI Receptionist (AIR) to handle repetitive tasks and manage call volume without sacrificing the in-person client experience.
Patient Connect
This healthcare-focused call center uses RingCX, AI Quality Management, AI Agent Assist, and a HubSpot integration to improve operations and the caller experience, increase sales, and boost efficiencies by 20%.
Region
Americas
Company size
20–99
Industry
Healthcare
Products used
Key integrations
40%
reduction in escalations with RingCX AI Quality Management
20%
boost in agent satisfaction since implementing RingCX’s AI Agent Assist
19%
increase in leads after deploying the RingCX Hubspot integration
RingCX and its AI tools have created massive improvements across our business, including helping our sales reps bring in more leads and boosting our call center agents’ productivity—and job satisfaction. Most importantly, though, these RingCentral products help Patient Connect deliver outstanding call experiences to our clients’ patients.
Benjamin Pure
Vice President of Client Solutions
A 5-star healthcare call center
While most third-party call centers seek clients across as many industries as possible, Patient Connect has stayed focused exclusively on healthcare since its founding in 1998. That focus has helped the company build a team of agents with unmatched expertise in the field, able to provide excellent call experiences for the patients of their ever-growing list of clients.
Patient Connect’s appointment scheduling and medical answering services are so efficient and convenient that the company maintains an incredibly high 4.9 Patient Satisfaction Score and a perfect 5-star average customer rating across Google Reviews and TrustPilot.
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When a business model depends on an outstanding telephony solution
For a call center handling upwards of a hundred thousand patient calls a month—many to schedule surgeries and other important appointments—Patient Connect cannot afford anything less than a best-in-class telephony and contact center solution. Unfortunately, the company’s previous provider fell short.
“Our old contact center system wasn’t keeping up with technology,” says Benjamin Pure, Vice President of Client Solutions at Patient Connect. “It had antiquated systems, poor authentication processes, and a reports dashboard so clunky and difficult that we hardly used it. Reporting is mission-critical for us, because we promise excellent service to our clients, which means our managers need transparency into their agents’ performance.”
In addition to the strategic challenge of not providing enough visibility into the call center’s operations, Benjamin adds, Patient Connect’s phone system also posed a more urgent tactical challenge. “We had way too many outages. In our business, that’s just unacceptable. It became such an issue that we visited their data center, which was very unimpressive and only reinforced our sense that this solution wasn’t going to be able to grow with our business.”
Benjamin and his IT team researched contact center providers and chose RingCentral for several reasons.
RingCX’s reporting looked intuitive and customizable. The AI transcripts and screen recordings were invaluable coaching tools we never had before. RingCentral’s pricing was also lower than the other providers we shortlisted. The more we learned, the more obvious the decision became.
Benjamin Pure
,
Vice President of Client Solutions
RingEX and RingCX: upgrading business communications companywide
For its corporate and administrative employees (HR, QA, the executive team), Patient Connect migrated everyone onto the RingEX unified communications solution. “RingEX makes it very easy to make and receive calls wherever we are, and whether we’re using a desk phone, computer, or even our personal mobile phone. As a business communications system, it just works perfectly.”
Benjamin also points out another company-changing improvement he credits largely to Patient Connect’s partnership with RingCentral.
Having RingEX and RingCX also made it easier for us to become a fully remote company. That helped with our ability to cover time zones for clients across the US, and it opened up our pool of available talent to any qualified candidates in the country.
Benjamin Pure
,
Vice President of Client Solutions
Quantifying business improvements with RingCX
The most significant operational improvements, Benjamin explains, have come from the RingCX contact center solution and its AI capabilities. “RingCX’s IVR Designer makes it so easy to set up call queues for each client, and the Supervisor dashboard gives our managers valuable data they can use to coach and train our agents for continuous improvement.”
With RingCX, our agents now average about 20% more productivity. If they answered 10 calls an hour before, now they’re handling 12. That might not sound like much, but when you multiply it across the call center and the 50,000 or 100,000 calls we’re fielding each month, it’s a big deal.”
Benjamin Pure
,
Vice President of Client Solutions
Operations Manager Angie Reyes points out that this overall boost in efficiency has also led to improvements in specific metrics important to the company. “Because RingCX helps our agents handle calls more efficiently, they can now handle more call volume. That has translated into a 14% reduction in our abandonment rate.”
Angie also notes that she has observed another welcome metric, which she attributes to increased agent efficiency thanks to RingCX’s AI Quality Management.
Before RingCX, our QA manager had to listen in on calls at random. She could hear only a few calls an hour, maybe a couple percent of the total, and it took a lot of her time. With the scorecards in RingCX’s AI Quality Management, now we’re getting the full benefit of reviewing 100% of our calls, with AI-generated summaries, and gaining valuable insights for coaching.
Angie Reyes
,
Operations Manager
Benjamin adds that RingCX’s AI Quality Management, and specifically its AI-generated call reviews and summaries, have saved the company money.
Because the AI Quality Management tool reviews, scores, and summarizes every call for us automatically, our QA manager can now focus on more valuable tasks. But also, we don’t need to allocate more people to listen and manually take notes on hundreds of calls. For that alone, RingCX is saving us many tens of thousands of dollars a month—probably the equivalent of a full-time employee.
Benjamin Pure
,
Vice President of Client Solutions
Finally, Benjamin points out, RingCX’s AI Quality Management features have led to a substantial decrease in agent mistakes on calls. “We know we’re experiencing fewer issues because call escalations have fallen by 40%, from about 16 per month down to 10 since we started using the AI Quality Management.”
Another RingCX solution—the AI Agent Assist—is also improving agent performance and the caller experience. During a call in the RingCX platform, the AI Agent Assist can provide real-time answers and support.
Kenia Marrero, Contact Center Manager for Patient Connect, explains that quick access to relevant information can save tremendous time and frustration particularly on calls for clients where patients might be asking a wide range of provider-specific questions. “Agents often need access to up to 27 documents with critical information during patient calls, which previously required valuable time scrolling through pages or juggling tabs. With AI Agent Assist, the relevant information instantly appears—whether from one document or multiple files.”
We’ve seen incredible improvements in call efficiency thanks to AI Agent Assist. One of our agents reduced her average call handling time from seven minutes to four minutes during new-patient intake calls—a nearly 50% decrease. This not only makes our processes more efficient but also enhances the experience for our patients, as they receive the help they need faster.
Kenia Marrero
,
Contact Center Manager
In fact, Kenia adds, the AI Agent Assist has made Patient Connect’s call center agents so much more efficient and removed such a frustrating part of their job that the company has noted an impressive jump in happiness levels. “This streamlined access has eliminated tedious searches, allowing agents to respond to patient calls faster and with greater confidence. As a result, we’ve seen a 20% increase in employee satisfaction.”
Angie also notes that the call center’s managers are deriving substantial benefit from RingCX’s AI Supervisor Assist functionality. “All of our supervisors are using the live transcripts and summaries, as well as the more hands-on features like barge, so they can jump in and help out agents real-time when necessary. These tools have proven super helpful in coaching and training.”
Boosting sales with RingCX and HubSpot integration
In addition to several teams of call center agents fielding inbound calls for clients, Patient Connect also supplied its sales team with RingCX licenses. As Benjamin explains, this implementation—along with a HubSpot integration—has led to an increase in the company’s bottom line.
“The RingCX-HubSpot integration is invaluable. Now when a lead comes into our HubSpot environment, RingCX grabs the contact record and starts its automatic outbound dialer. Then, it basically sets up a round-robin for that dedicated queue, and if the lead answers RingCX connects the call to the next available sales rep. This has helped our agents make way more calls, because they don’t need to manually dial every lead’s number. They don’t even need to leave a voicemail either, because HubSpot will drop in a pre-recorded voicemail. That automatic voicemail saves our agents about one minute per call, which quickly adds up.”
Before RingCX, when our sales reps dialed every call manually, they averaged about 20 an hour. Now they’re doing 30—a 50% increase in sales calls. And our lead generation is also up 19% since we implemented RingCX, so the solution is clearly benefitting us across our sales process.
Benjamin Pure
,
Vice President of Client Solutions
Benjamin adds that these new RingCentral tools have also improved job-satisfaction levels among his sales staff.
Combining RingCX’s automatic dialer and the integration with HubSpot has helped our reps get connected to more leads, which is what really matters to them because that’s how they’re compensated. And I can see that it’s had a positive effect on their outlook. I’d say their satisfaction level has gone from a seven to a nine—about a 30% boost.
Benjamin Pure
,
Vice President of Client Solutions
Looking to the future with RingCentral
In contrast to Patient Connect’s relationship with its previous contact center provider, Benjamin feels confident that he now has a true technology partner in RingCentral whose solutions will continue to grow and improve to support his business for the long-term.
In fact, using RingCentral’s open API platform, Benjamin’s team is now building a Voice AI Agent specifically for Patient Connect’s unique business needs. When possible, this Voice AI Agent will serve as a first contact with a caller. Then, if the AI has trouble handling the specifics of the call, it will automatically forward the caller—along with a full summary of the call—to a live agent. “With this Voice AI,” Benjamin explains, “the live agent won’t be starting over, which would be frustrating for both the agent and the patient.” As Benjamin adds, he knows integrating this into Patient Connect’s communications environment will be easy thanks to RingCentral’s Open Platform.
What’s great about having a technology partner like RingCentral is that we don’t need to think about the technology at all. RingCentral keeps releasing new products we know will make our operations better. We can just focus on running a successful call center and innovating to help better serve our clients.
Benjamin Pure
,
Vice President of Client Solutions
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