Case Study: RingCentral’s Advanced Support Team saves 192 hours monthly with RingCentral RingCX and AI Quality Management

RingCentral’s Advanced Support Team saves 192 hours monthly with RingCentral

RingCentral's Advanced Support Team, which provides expert support to large enterprises, faced a challenge with fragmented tools and inefficient workflows. Their disparate systems created inconsistent processes, forced agents to manually write call summaries, and limited managers to auditing only a small, random sample of calls, leaving most customer interactions unexamined.

The team implemented RingCentral's RingCX platform with AI Quality Management (AI QM) to create a unified intelligence hub. This solution automated call summary generation, saving 192 hours monthly, and enabled managers to audit 100% of calls. RingCentral's tools also eliminated manual reskilling processes and cut the time required for weekly call reviews by 75%, significantly boosting efficiency and oversight.

RingCentral’s Advanced Support Team