Case Study: ViaSource Solutions achieves 18% monthly cost savings and improved contact center efficiency with RingCentral

ViaSource Removes Human Error, Improves Contact Center Efficiency, and Saves 18% per Month in Costs

ViaSource, a growing customer service provider, faced scaling challenges due to an antiquated call routing system that relied on manual data entry, time-consuming transfers between agents and specialists, and costly per-call transfer fees—creating a high margin for human error and missed or poorly documented calls.

RingCentral implemented a contact-center platform with a custom front-end IVR that integrated ViaSource’s third‑party patient ID system, automated workflows, and automatically populated agent surveys. The solution captured all calls and data, eliminated manual entry and expensive DID transfers by moving to SIP, improved agent efficiency and customer service, and delivered roughly 18% monthly cost savings.

ViaSource Solutions