Case Study: Worldwide Express improves customer SLAs by 10% with RingCentral

RingCX Helps Worldwide Express Exceed its Customer SLAs by 10%

Worldwide Express, America’s second largest privately held freight brokerage, was using RingCentral’s RingEX cloud phone system across its 1,400-employee organization, but its customer support team needed more advanced contact center capabilities to manage calls efficiently and improve service levels. The team wanted better visibility and workflow support as call volume grew, especially during and after a merger.

RingCentral implemented RingCX, its AI-powered contact center solution, giving Worldwide Express real-time dashboards to monitor call volume, hold times, and agent availability. With better routing and faster intervention, the team improved agent utilization and exceeded customer SLAs by 10%, while also helping streamline operations and reduce inefficiencies.

Worldwide Express

Cheryl Hisdahl

Contact Center Manager