Katz Media Group
Katz Media Group leverages RingEX’s mobility and integrations with Dropbox, WebHooks, Freshservice, and other apps to improve the company’s operations
How RingCentral’s Customer Success team scales world-class support with AI
Region
Americas
Company size
5,000+
Industry
Communications & Media
Products used
Key integrations
KEY METRICS
100%+
improvement in one-minute answer times using AI Receptionist (AIR)
82%
reduction in abandoned calls, dropping from 17% to just 3%, with AIR
25+
minutes saved per call audit with RingCX AI Quality Management (AI QM)
Overview
RingCentral’s Customer Success team struggled with overwhelming inbound volume that far outpaced agent capacity, leading to missed renewals. Clients became frustrated, for example, as the high volume resulted in the team answering only 33% of inbound calls within the SLA-specified timeframe of 60 seconds (where the agreement called for a minimum at 80%). By deploying a suite of AI-driven tools—including AI Receptionist (AIR), RingCX, AI Quality Management (AI QM), AVA Supervisor and Agent Assist—the team shifted from a reactive stance to a streamlined, automated workflow. In addition to boosting their Net Promoter Score (NPS) by 43 points over the industry benchmark, this digital overhaul redefined the agent experience by using the Open Platform to sync internal tools, ensuring every customer interaction is backed by real-time data and intelligent routing.
RingCX and AIR have been transformative. We improved from answering just 33% of our inbound calls within 60 seconds to doing so consistently more than 70% of the time–all while providing our agents with the real-time AI assistance they need to stay effective during complex calls.
Vicente Gochuico
,
Center of Excellence Lead, RingCentral Customer Success
About the RingCentral Customer Success Team
RingCentral’s Customer Success Team, based in Manila, The Philippines, empowers RingCentral’s customers worldwide through proactive value delivery and strategic partnership. The department’s 85 full-time customer success agents and their supervisors are dedicated to eliminating churn by ensuring every customer organization can achieve its full potential with RingCentral’s cloud-communication and AI-powered solutions to deliver their customers world-class communication experiences.
The challenge: Capacity gaps and communication silos
RingCentral’s Customer Success team was overwhelmed by a weekly influx of over 1,000 calls, a volume that their legacy setup simply couldn't filter or route efficiently. With roughly one in five callers hanging up before reaching an agent, the team risked losing critical renewal opportunities and damaging long-term brand loyalty.
- Severe latency: A 33% service level meant most customers waited well beyond the one-minute threshold.
- Data disconnect: Agents spent precious minutes toggling between the telephony system and their internal account management tool.
- Manual bottlenecks: Supervisors could only audit a fraction of calls, leaving massive blind spots in compliance and agent coaching.
The solution and ROI: A synchronized, AI-powered customer-service ecosystem
To resolve the strain of unmanaged call spikes, the Customer Success team implemented a cohesive intelligence layer across their operations, led by the call center solution RingCX and enhanced with AI tools including the AI Receptionist (AIR), AI Quality Management (AI QM), and the AVA Supervisor and Agent Assist.
In addition to RingCentral’s solutions, the company has integrated their own tools with advanced speech recognition, which has further helped to optimize every touchpoint of the customer journey, as proven by the massive boost in the company’s NPS score.
- AIR
- Handles 46% of total inbound traffic, successfully resolving inquiries or routing callers without requiring a human agent and decreasing average speed to answer (ASA) by 83%, from 5.9 minutes down to 1 minute.
- Improves rate of inbound calls by 120%, while reducing abandoned calls by 82%.
- AVA
- AVA Agent Assist has helped reduce new hires’ average handle time (AHT) by 2 minutes within their first 60 days.
- AVA Supervisor Assist monitors live sentiment and transcriptions to enable real-time intervention during high-stakes calls, helping drive an NPS 43 points above the industry benchmark.
- RingCX AI QM has brought down the time it takes to conduct an audit of performance from 35 minutes to under 5 minutes by providing instant summaries and objective call scoring.
- RingCentral Open Platform integrates the team’s internal tool into their RingCX environment, while the RingCentral App Gallery’s Salesforce integration also displays their Salesforce data into the agent interface, creating a single pane of glass for account data.
What’s next for RingCentral Customer Success
Building on the massive efficiency gains in voice calls, the Customer Success organization is preparing to migrate its digital chat queues into the same unified AI environment. The goal is to create a total omnichannel experience where RingCX and the RingCentral AI solutions can predict customer needs before the first word is spoken. By continuing to bridge the gap between human expertise and machine intelligence, the team ensures that as RingCentral grows, the quality of its customer care only gets better.
To learn more about us, visit RingCentral.
More to explore
ClearCaptions
See why RingCentral’s Contact Center was the solution that truly resonated
Ooredoo
With Engage Digital, Ooredoo successfully adopted a variety of channels enhancing customer service.
Neighborly unified 30+ brands via RingCentral RingEX and Events. By replacing legacy sprawl with a unified cloud platform and virtual stage, they now host high-impact training for thousands of service experts with zero downtime
Cartelligent uses RingCentral’s AI Suite to eliminate lead loss and automate high-touch workflows. By deploying AIR, AVA, and ACE, they drove lead abandonment from 78% down to zero, streamlined Salesforce note-taking, and achieved an elite 9.85/10 customer satisfaction score.
Burgers’ Smokehouse
Burgers’ Smokehouse used RingCX to manage a 900% spike in holiday call volume. By leveraging supervisor tools and elastic licensing, they maintain their 70-year legacy of premium customer service.