Case Study: a top-tier Canadian hospital saves 73 hours weekly with RingCentral RingCX and AI Quality Management

Top-tier Canadian Hospital cuts call handling time by 25% with RingCentral

A top-tier Canadian hospital faced significant challenges within its medical imaging contact center, which was hampered by a legacy system that provided no real-time visibility. This led to manual backlogs, inefficient call handling, and frustrated patients due to long wait times. To address this, the hospital turned to RingCentral and implemented its RingCX and AI Quality Management (AI QM) solutions.

By deploying RingCentral's solutions, the hospital automated routine tasks like email responses with pre-drafted templates and gained powerful analytics through AI QM. This resulted in a 25% reduction in average handle time, a 75% decrease in patient call complaints, and the recapture of 73 hours weekly for its team of 55 agents. The success has sparked a hospital-wide initiative to further modernize patient communications with RingCentral.