Case Study: Market Force achieves streamlined cloud contact center operations and real-time analytics with RingCentral Contact Center

RingCentral Platform Streamlines Call Center Management and Supports the Growth of This Important Business Line

Market Force Information, a global customer-experience firm that runs contact centers for major retailers and brands, was experiencing rapid growth and needed better tools to optimize agent scheduling, measure performance, and support remote work. Their legacy call-center solution had limited reporting, required time‑consuming manual data extraction, and made it hard for other teams to access timely call metrics.

They moved to RingCentral Contact Center (with RingCentral Video) and gained cloud-based reporting, real-time dashboards, advanced analytics, and a more powerful IVR with SQL integration, callbacks, and CTI screen pops. Managers can now self-serve data, monitor SLAs and abandonment rates, enable chat as a new channel, and coordinate across sites via video—reducing email, improving responsiveness, and delivering a marked improvement in operational efficiency.

Market Force

Ryan Stewart

Vice President of Canadian Operations