Case Study: SpineOne achieves near-elimination of call abandonment with RingCentral AI solutions

SpineOne, part of a multi-entity medical practice, significantly improved contact center efficiency, reduced missed calls, and doubled appointment conversion rates by implementing RingCentral AI Receptionist and AI Quality Management

SpineOne, a Denver-based rehabilitation clinic within the Unity MSK network, was struggling with heavy call volumes, inconsistent staffing, and high call abandonment that made it difficult for patients in pain to get timely help. The team also lacked a reliable way to coach agents, relying on random spot checks instead of clear performance data. RingCentral AI Receptionist, AI Quality Management, and RingCX were introduced to address these patient access and coaching challenges.

With RingCentral, SpineOne automated intake and routing, stabilized coverage during staffing gaps, and replaced subjective reviews with detailed AI-driven scorecards. The results were strong: call abandonment dropped to about 2% within 30 days, and AI Receptionist helped drive a 30% call-to-appointment conversion rate via SMS scheduling links. RingCentral’s solution also improved efficiency across thousands of monthly calls, and SpineOne plans to expand it across its broader network.

SpineOne

Tessa Kelley

Vice-President of Operations