Case Study: K&L Wines achieves seamless remote customer support and scalable operations with RingCentral Contact Center

With RingCentral Contact Center, this award-winning wine retailer is putting its customers in high spirits

K&L Wine Merchants is an award-winning, e-commerce wine and spirits retailer known for rare bottles and expert customer service. The company’s decade-old on‑prem phone system funneled all calls to a single site, often failed on site-to-site transfers, lacked real‑time call data for staffing decisions, and prevented flexible or remote hiring—problems that became urgent as COVID accelerated the need for mobility.

K&L implemented RingCentral MVP and RingCentral Contact Center, gaining easy admin control, remote access for agents, and features like callback to handle call spikes without extra staff. The solution improved scalability and visibility, enabled a seamless shift to fully remote support during COVID, and preserved the company’s high-quality customer experience while supporting future growth.

K&L Wines

Brian Zucker

Co-Owner