Overview
Faced with a shaky, aging telephony system that hindered efficient operations and growth, this private religious university implemented RingEX and RingCX to unify its global campus footprint for 5,500 staff members and 35,000 students. By leveraging the RingCentral App Gallery’s Microsoft Teams integration, they also enabled a "single pane of glass" workflow. This transition eliminated physical hardware dependencies and cut contact center expenses by 52%.
Deploying RingCentral has benefited us in many ways. From giving our faculty and staff more mobility in how they communicate, to empowering our call center teams to easily monitor call volume and patterns, to making our campus safer, we know we made the right choices with RingEX and RingCX.
Communication Systems Engineer
About our customer
This Private Religious University, with multiple campuses spread across Utah, Idaho, and Hawaii, has focused on developing students of faith and intellect for 150 years. With a population of 35,000 students, the institution integrates rigorous secular learning with a mission-driven curriculum and earned the title 2025’s most highly recommended university.
The challenge: Fragile communication systems limited by physical boundaries
By 2021, the university's legacy digital environment was showing its age, becoming increasingly unstable and "shaky" with each passing year. This aging infrastructure created a rigid environment that tied faculty to physical desks and struggled to support a growing network of global learning centers.
- Lack of mobility: Faculty members were forced to use personal numbers or stay at their desks to remain reachable to students.
- Fragmented management: Managing disparate campuses in Utah, Hawaii, and Jerusalem through old hardware was operationally draining and the infrastructure’s lack of reliability threatened the continuity of campus operations.
The solution and ROI: A unified, mobile-capable environment for campus communications
To address the limitations of their aging hardware and unstable connections, the university deployed a comprehensive cloud strategy utilizing RingEX and RingCX that centralized communications and unified all five campuses on a single platform. The staff now enjoys a flexible communication suite while the university ensures their contact centers remain cost-effective and data-driven.
- RingEX drives operational improvements, enhancing campus security by powering emergency elevator lines, police dispatches, and direct connections to local Provo 911 services, while allowing employees to transmit from university news and sports vans.
- The RingCentral App enables employees to make and receive business calls on any device, reducing hardware and maintenance costs through an 85% softphone adoption rate, while allowing IT to easily assign international numbers to traveling faculty for local connectivity.
- RingCX reduces overhead costs by 52% per seat and improves the caller experience through agent scripting, callback options, and custom reporting for supervisors.
What’s next for this private religious university
The university is currently coordinating an AI Task Force to evaluate the rollout of RingCentral’s advanced AI solutions including AI Quality Management (AI QM) for RingCX, as well as AI Virtual Assistant for RingEX. Following the success of its initial implementation, the team is expanding RingCX to the Hawaii campus to manage both main operator lines and IT support. This evolution ensures the university maintains its 150-year legacy of excellence by embracing a future defined by intelligent, borderless connectivity.
