Case Study: EVP Eyecare achieves 60% faster callbacks with RingCentral RingCX

EVP Eyecare speeds callbacks by 60% with RingCentral

EVP Eyecare, a healthcare provider with over 24 facilities, faced operational challenges due to fragmented communications systems after rapid expansion. Their decentralized patient support and billing teams used disconnected tools, leading to reporting blind spots, high abandonment rates, and significant maintenance overhead. To address this, they turned to vendor RingCentral and implemented the RingCX platform.

The solution from RingCentral involved consolidating all facilities onto the RingCX cloud contact center, supplemented by AI Quality Management. This provided unified analytics, native callback features, and automated call summaries. The results included 60% of staff utilizing callbacks to reduce hold times, elimination of costly third-party data warehouses, and a foundation for future AI tools aiming for a 65% improvement in customer satisfaction.