Americas
5,000+
Professional Services
Products used
increase in call handling capacity
lift in CSAT scores
The Office Gurus (TOG) faced increasing friction in manual BPO processes and a need for scalable omnichannel solutions. By transitioning to RingCX, they implemented AVA Agent Assist, AVA Supervisor Assist, and AI Quality Management to reduce operational hurdles. These AI-first tools allowed the team to handle 27% more calls with the same staffing levels, significantly boosting productivity. Moving forward, TOG plans to deploy AI Interaction Analytics to further refine the global customer experience and sentiment tracking.
Being able to offer our clients an enterprise solution as robust as RingCX is a true differentiator and allows us to provide support solutions that they couldn’t provide on their own.
Jaimie Bell
Vice President of Client Solutions
A leading business process outsourcing company, The Office Gurus (TOG) operates contact centers in the US, El Salvador, Belize, the Dominican Republic, and Jamaica, offering fully customized inbound and outbound omnichannel solutions for businesses in any industry. With thousands of highly skilled support and sales agents available to connect with clients’ customers via phone, chat, email, and text, TOG has won numerous industry accolades for its full-service outsourcing solutions, including Nearshore Americas naming TOG the 2022 Nearshore Company of the Year and Lawyer International naming TOG the “Best Business Outsourcing Provider,” on its Legal 100 Awards list.
For a high-volume BPO like The Office Gurus, the primary obstacle was the sheer amount of time simple tasks were draining away from productive agent work. This friction didn't just impact efficiency. It also created a psychological barrier for new hires entering the high-pressure environment of the contact center environment. The Office Gurus identified that the first 30 days are the most critical for agent retention, yet agents often felt isolated and lacked the confidence to handle complex client interactions without a constant human coach by their side.
Seeking to eliminate the operational friction and onboarding hurdles inherent in their manual workflows, The Office Gurus moved to an AI cloud environment. By shifting from labor-intensive processes to predictive, AI-driven automation, the company has successfully modernized its service delivery and regained hundreds of hours in lost productivity.
The Office Gurus is moving toward a full-scale adoption of AI Interaction Analytics to decode customer sentiment and surface emotional trends across all client accounts. By starting with small use cases and scaling success, the company is removing the hesitancy surrounding AI and transforming it into a vital tool for agent confidence. This evolution bridges the company’s 20-year legacy of personalized BPO service with the high-velocity requirements of modern, AI-driven global commerce.
To learn more about our customer, visit The Office Gurus.
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