The AI capabilities that have recently been released by RingCentral are exciting. I'm planning to use RingCentral’s Developer Platform to tap into their AI model and build some deeper integrations with our systems.
Matthew Nieto
Head of Technology
Trojan Recruitment Group deploys RingCentral to ensure every phone call is answered and no call goes to voicemail
With national presence and a people-focused culture, Trojan Recruitment Group provides a wide range of outsourcing and consulting services, as well as temporary, contract, and permanent employment solutions.
“One of the things I remember when I first started at Trojan was the CEO telling me that no phone call goes to voicemail – every call needs to be answered,” said Matthew Nieto, Head of Technology, Trojan Recruitment Group.
However, that core value was challenged by an inflexible phone system. Trojan was operating with a cloud-managed VoIP service, which it had upgraded to from a traditional on-premises IP telephony solution, retaining the original system’s desktop phones. However, calls had to be forwarded manually when staff were away from their desks and the management overheads just to make simple configuration changes were, in Nieto’s words, “insane”.
Replacing its thin client and desktop fleet with laptops gave Trojan the opportunity to re-evaluate its phone system and explore unified communications as a service (UCaaS) solutions with a strong softphone capability to support a more mobile and flexible workforce. The key challenges in upgrading were to simplify the complicated set of rules and IVRs with its existing environment, and also retain Trojan’s 100 number range in each branch.
After running pilots with the two leading contenders, Trojan selected RingCentral RingEX. One of the points of difference was that RingCentral offered a complimentary vault service to store the 800 unused numbers, allowing Trojan to assign a sequential number from a branch office list when onboarding a new user.
A smooth rollout
The deployment was completed smoothly by Trojan and with minimal user impact, with emails sent to staff to notify them about the upcoming change and explain how to use the new solution.
Trojan was also impressed with the analytics features in RingCentral, with a dashboard on various call metrics and call quality, as well as summary reports formatted to present to management. Quality of service (QoS) reporting enables Trojan’s IT team to troubleshoot and rectify any connectivity problems.
“Initially, I was worried about moving to softphones, just in case we didn't have the right infrastructure to handle it. When we first implemented RingCentral, we were having some quality issues, but we were able to narrow it down using RingCentral’s reporting tool and quickly identified a QoS configuration issue on our router,” said Nieto.
Just as it was rolling out RingCentral, Trojan onboarded its back-office agency in The Philippines and easily deployed softphones to its Filipino users to extend the internal unified communications platform globally.
RingCentral’s Admin Portal is simple and intuitive for my support staff to use, and being able to set up rules for public holidays or unusual call schedules has been a game changer.
Matthew Nieto
Head of Technology
Every call answered
The RingCentral platform has provided consistent availability for Trojan since it was first deployed in February 2023, ensuring every call is answered.
“I sent out a weekly report to our management team, which shows that our time to answer across the board is under a minute,” said Nieto. Trojan is so committed to answering every call that an after-hours team is assigned to cover from 5pm to 8am while each office is closed, with RingCentral configured to forward calls to the after-hours queue. If a branch is out for an event or team lunch, it’s easy for Trojan to set up a transfer to another office in the RingCentral Admin Portal.
“RingCentral’s Admin Portal is simple and intuitive for my support staff to use, and being able to set up rules for public holidays or unusual call schedules has been a game changer,” said Nieto.
Implementing AI capabilities
Trojan uses an in-house, custom-built CRM platform that has evolved with the business over the past 25 years. As a legacy application, it offered limited integration capabilities, so not long after deploying RingCentral, Trojan started using an AI tool to transcribe RingCentral call recordings, as well as creating a summary and sentiment analysis, which is then uploaded and matched with the record in the CRM system.
“In our CRM, we can filter reports based on the call summaries, giving us a user-friendly way to extract data from the system to help us gain insights into how team members are engaging during calls, who has been taking the calls, and how many calls are about different subjects,” said Nieto.
This functionality was completed prior to RingCentral launching its own AI-enabled call recording, transcribing and sentiment analysis. “The AI capabilities that have recently been released by RingCentral are exciting. I'm planning to use RingCentral’s Developer Platform to tap into their AI model and build some deeper integrations with our systems,” said Nieto.
