A leading storage company integrates RingCentral AI Conversation Expert (ACE) to automate call summaries and sentiment tracking, cutting administrative overhead by 80% and increasing outbound sales volume by 30%.
How a top-tier Canadian hospital recaptures clinical productivity
Region
Americas
Company size
400–4,999
Industry
Healthcare
Products used
KEY METRICS
25%
reduction in average handle time
75%
decrease in patients’ call-related complaints
40%
reduction in time for new hire onboarding
Overview
A top-tier Canadian hospital faced critical visibility gaps and manual backlogs in its medical imaging contact center. By transitioning to RingCX and AI Quality Management (AI QM), they eliminated data silos and automated routine patient communications. This modernization significantly improved the team’s workflows and the patient experience, leading to a 75% drop in patient complaints.
Between faster call handling times, patient-focused features like the callback option, and the valuable tools our managers now have, RingCX and the AI Quality Management, have created night-and-day differences over our old solution in both our team’s efficiency and the quality of our patient experience.
Manager of Medical Imaging
About our customer
Based in Canada, this top-tier hospital provides a full range of acute, post-acute, and community-based healthcare services. Recognized as a top-tier academic hospital, this hospital prepares future healthcare professionals annually through its partnership with 50 leading academic institutions.
The challenge: Disconnected data and manual backlogs
This Canadian hospital’s medical imaging department struggled with a legacy contact center that provided zero real-time visibility into call queues or agent status. With 55 agents handling over 4,000 weekly calls, managers were unable to balance workloads effectively, leading to significant patient frustration and a growing backlog of inquiries.
- Inaccessible metrics: Supervisors could not see active calls or wait times, preventing them from allocating resources efficiently during peak volume.
- Email friction: Agents could not respond to as many email referrals requested by management because of the cumbersome time to manually draft every response.
- Limited channels: A voice-only legacy solution forced all patient inquiries into the same call queue, leading to long wait times and frustrated patients.
The solution and ROI: Modernizing the patient access experience
With RingCX and AI Quality Management (AI QM) automating manual tasks, improving agent efficiency and enhancing the patient experience, the top-tier hospital is achieving increased productivity and a night and day difference in patient satisfaction.
- RingCX saves the team of 55 approx 70 hours each day by allowing agents to use pre-drafted templates for their referral replies, which saves each agent at least 80 minutes— nearly 17%— per 8 hour shift.
- AI QM enables managers to audit calls in minutes rather than hours through automated scoring and sentiment summaries, significantly improving visibility into staff performance and accelerating new-hire onboarding by 40%.
- SMS and email in RingCX powers a 25% reduction in average call-handle time that had diverted up to 20% of traditional phone traffic.
What’s next for the top-tier Canadian hospital
The medical imaging team’s success has sparked a hospital-wide initiative to modernize patient communications. Other departments, including ambulatory clinical services, are now evaluating the adoption of RingCX and AI QM to standardize high-quality care across the organization. For her own team, the Manager of Medical Imaging, is planning a deeper technical evolution by integrating the hospital’s EMR platform directly into RingCX. This integration will provide agents with instant access to patient records, enabling faster, personalized interactions that eliminate manual data retrieval. This technological evolution ensures that they continue its long-standing legacy of excellence by embracing modern, AI-driven healthcare delivery.
More to explore
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