“With a project of this scale and under this much time pressure, you need close collaboration with your partners,” Ian says. “That was one of the biggest advantages of working with RingCentral. As we developed our plan to roll out RingCentral for our remote agents, we weren’t working as two separate entities. We operated as one organisation, working together toward a shared goal.”
As Steve adds, that shared goal included making Sitel Group’s contract for RingCentral as flexible as possible, to keep costs down for taxpayers. “Ian had no way of knowing in those early days how many agents he would need to hire, or when he’d need to scale capacity up or down. Taxpayers should be paying only for the services their public agencies need and use—especially during a pandemic.”
RingCentral drew up an agreement that was strictly pay-as-you-need, and over time Sitel Group took advantage of this flexibility by increasing and decreasing its licenses multiple times. “Things changed rapidly during this period,” Steve explains. “Ian’s team went from a few thousand agents to 20,000, back to a few thousand, and back again to 20,000. And they never needed to pay for any service or capacity they weren’t using.”
As Ian notes: “RingCentral’s pay-as-you-go model, combined with the fact that the solution is cloud based that didn’t require a lot of upfront costs, meant we were able to provide great service to our clients while helping them reduce their total cost of ownership.”
