Case Study: BACTES achieves superior customer service and scalable, compliant communications with RingCentral

BACTES Runs RingCentral to Deliver Superior Customer Service in a Highly Regulated Industry

BACTES, a Sharecare company, fulfills medical record requests for thousands of healthcare providers across 40 states, handling sensitive PHI under strict federal and state regulations. When their decade-old on-prem phone system proved inflexible and missing essential features, BACTES needed a scalable, enterprise-grade cloud communications platform to support secure, compliant customer service and growing demand.

BACTES implemented RingCentral Office, Contact Center, and Meetings to modernize voice, reporting, and video collaboration. The integrated solution delivered robust analytics and reporting for evidence-based staffing and quality assurance, smoother virtual meetings, and easy administration—enabling a 36% growth in the customer service team over 10 months and stronger, more efficient service delivery.

BACTES

Irene Torres

Manager of Customer Service and Quality