Overview
The San Diego Symphony struggled with a fragmented legacy infrastructure that forced patrons into four-hour hold queues and required expensive third-party overflow support. By migrating to RingCX and RingEX, the organization unified its waterfront and indoor venues, slashed wait times to under 10 minutes, and gained the internal efficiency needed to eliminate costly outsourcing contracts. This digital shift ensures their world-class musical performances are matched by a seamless, professional service experience.
Our legacy system could leave a caller on hold for four hours. With RingCX, even during times with high call volume, nobody waits for more than 10 minutes. That’s a 95% decrease in hold time.
Sean Kennedy
IT Director
About our customer
San Diego Symphony has delivered world-class cultural impact and musical excellence since 1910. The organization performs for over 250,000 people annually across its landmark Jacobs Music Center and the waterfront Rady Shell.
The challenge: Fragmented tools and multi-hour delays
The symphony’s expansion to a second major outdoor venue—The Rady Shell, located on the San Diego waterfront—pushed the organization’s aging, rigid phone system to a breaking point. IT leadership lacked any visibility into call data, leaving them unable to track performance or make simple administrative adjustments without relying on a slow-moving external provider. This technical debt created significant friction for both staff and music lovers.
The solution and ROI: A high-fidelity communication strategy
To resolve the limitations of their legacy infrastructure, the San Diego Symphony moved to a cloud environment powered by RingEX for business communications and the RingCX contact center for box office agents and other patron-facing calls. By trading manual service hurdles for a transparent, data-driven platform, they elevate the guest experience and reclaim lost operational budget.
What’s next for the San Diego Symphony
Following the successful rollout across their box office and development teams, Sean Kennedy and his team are focused on driving total organization-wide adoption of the RingEX and RingCX solutions. IT leadership is currently exploring deeper integrations between RingCentral and the team’s standard productivity tools using both existing integrations on the RingCentral App Gallery as well as the RingCentral Open Platform to create custom, tailored workflows with RingCentral’s APIs. This technological evolution ensures that a cultural institution with over a century of history remains at the forefront of modern guest engagement.
To learn more about our customer, visit the San Diego Symphony.
