Case Study: Patient Connect achieves 20% higher agent satisfaction and 40% fewer escalations with RingCentral RingCX

Patient Connect cuts call escalations by 40% with RingCentral

Patient Connect, a healthcare appointment scheduling provider, faced operational challenges due to an unreliable legacy contact center system. Their antiquated infrastructure suffered from frequent outages and provided a lack of actionable reporting, which hindered effective agent coaching and restricted their hiring pool to local candidates.

By migrating to RingCentral's RingCX platform and its AI tools, Patient Connect automated quality management and call routing. The solution resulted in a 40% reduction in call escalations, a 20% increase in agent satisfaction, and a 19% boost in lead generation. RingCentral's technology also enabled a fully remote workforce and allowed the company to build custom Voice AI agents for future innovation.

Patient Connect