Case Study: Home in Place modernizes telephony and customer service with RingCentral UCaaS and CCaaS

Home in Place replaces legacy telephony with RingCentral and achieves 99.999% uptime

Home in Place, a nonprofit provider of social and affordable housing in Australia and New Zealand, faced the challenge of an aging, end-of-life telephony system that limited its ability to develop modern multi-channel customer service capabilities. The organization needed a cost-neutral replacement that would support its digital transformation goals and future growth. They selected RingCentral's unified communications as a service (UCaaS) and contact center as a service (CCaaS) solutions to address this challenge.

RingCentral provided a single cloud-based platform to replace the legacy environment, offering integration with Microsoft Teams and future plans to connect with CRM and ERP systems. The solution delivered a 99.999% uptime SLA and enterprise-grade security, simplifying compliance and business continuity planning. The implementation is estimated to save one full-time IT equivalent role over five years, allowing resources to be redeployed to innovation. RingCentral also enables future features like web chat, chatbots, and skills-based routing to improve customer experience.

Home in Place