Case Study: ENT and Allergy achieves 30% faster calls and a world-class patient experience with RingCentral Contact Center

How America’s Largest ENT, Allergy and Audiology Specialty Practice Uses RingCentral Contact Center to Offer a World-Class Patient Experience

ENT and Allergy Associates is the largest ear, nose, throat, allergy and audiology practice in the U.S., with 44 locations, 1,200 employees and a 180‑agent Patient Rapid Response Center handling high call volumes as the group grew. Their legacy on‑prem telephony couldn’t support skill‑based routing, forcing all calls through a central queue and preventing agents from becoming regional or subject matter specialists.

They migrated to RingCentral Contact Center, implementing skill‑based routing, integrated team messaging and RingCentral Video for training and remote collaboration. The change created region‑specific queues, a real‑time internal help desk, and rapid remote onboarding—cutting average call time by 30% (from 5:59 to 4:11), handling roughly 40,000 inquiries weekly, and transitioning the call center to fully remote within seven days while improving patient experience.

ENT and Allergy

John Monreal

Senior Director of Purchasing and Call Center Operations