Case Study: Orlando Magic achieves a remote-ready, CRM-integrated contact center and 40–80 agent-hours/day savings with RingCentral

When it Was Time to Find the Right Call Center Solution, the Orlando Magic Made a Fast Break for RingCentral

Orlando Magic, the NBA franchise founded in 1989 and committed to delivering legendary fan experiences, faced growing problems with an on-premises phone system that limited agent mobility, complicated outbound calling, and made CRM integration and simple system changes slow and costly. With COVID accelerating a preexisting plan to move IT to the cloud, the organization needed a true contact-center solution to support ticket sales, fan services, and internal help desks.

After vetting vendors and consulting peers, the Magic implemented RingCentral Contact Center, integrating it with Microsoft Dynamics and using the Chrome extension to streamline workflows. The cloud solution enabled agents to work remotely, route Spanish-speaking callers directly to bilingual agents, and let users originate calls and see caller profiles from the CRM—saving roughly 1–2 hours per agent per day (about 40–80 hours across ~40 agents) and significantly improving efficiency and fan service.

Orlando Magic

Jeff Lutes

SVP of Technology