Case Study: a European IT services provider achieves 90% of inquiries resolved in under 30 seconds with RingCentral RingCX

a european IT services provider resolves 90% of inquiries in under 30 seconds with RingCentral

A European IT services provider struggled with a rigid legacy telephony system that lacked API flexibility and billing clarity, causing frequent outages and forcing agents to manually juggle between disconnected systems for customer data. This technical rigidity, with no integration to tools like ServiceNow, hampered their global support operations and ability to scale.

The provider migrated to RingCentral's RingCX cloud contact center, integrating it with their proprietary mobile app, ServiceNow, and EazyVista via RingCentral's Open Platform APIs. This created an interconnected environment with automatic screen pops for agents. The solution, deployed across five international hubs in four months, resulted in 90% of calls being answered in under 30 seconds and a consistent 5% call-abandonment rate, stabilizing their global operations.