ViaSource knew it couldn’t expect to scale successfully with such a faulty, antiquated system.
Its immediate need was for a platform that would address its contact center issues. But it was also looking for a company invested in a customer-centric approach that had a team of knowledgeable technical professionals and savvy account managers who could help it execute all its operational goals.
ViaSource found a match for its needs in RingCentral. From the outset, RingCentral’s contact center software team engaged closely with ViaSource, taking great care to thoroughly understand ViaSource’s needs and requirements.
RingCentral was able to quickly devise an effective strategy to integrate existing systems, combat data entry issues, streamline and automate ViaSource’s existing workflows, and capture important call data from abandoned callers.
RingCentral built a custom front-end IVR for easy automation, ensuring all calls were successfully captured and documented. The IVR automatically accessed ViaSource’s third-party system for patient ID information and inserted the information into the agent’s survey, eliminating the need for button-clicking, verbal confirmations, and manual entries.