Case Study: Ring achieves 8% shrinkage reduction and higher productivity with Alvaria Cloud Workforce

Ring - Customer Case Study

Ring, a global home security company owned by Amazon, relies on its contact center to deliver neighborhood safety and support for products like the Ring Video Doorbell. Rapid growth—from about 100 agents to over 1,000 with many working from home—exposed limits in their ad hoc workforce management using Google Sheets: managers lacked real-time visibility, had to manually reconcile logged-in agents with schedules, and faced declining productivity and oversight.

Ring implemented Alvaria Cloud Workforce to gain real-time insights, optimize scheduling, and boost agent engagement. The solution enabled real-time adherence tracking, visibility into shrinkage and schedule adherence, and incentive-driven performance; Ring saw an 8% reduction in shrinkage and sustained service levels despite a 20% reduction in headcount, with seamless cloud updates and improved supervisor visibility.

Ring

Joey Provencio

Senior Manager, Support Operations