MedCare Equipment Sets New Standard for Employee and Patient Experience With RingCentral’s Communications Solutions
18 Julio 2024 - 7:00AM
Business Wire
Praises RingCentral’s cloud phone solution
RingEX for unparalleled communications reliability and call
quality
Achieves 92% time savings for supervisors
reviewing agent calls with RingSense for Sales
Anticipates resolving customer issues and
closing deals 20% faster with RingSense for RingCX
RingCentral, Inc. (NYSE: RNG), a leading provider of AI-driven
cloud business communications, contact center, video and hybrid
event solutions, today announced the transformative impact its
solutions have had on the employee and patient experience at
MedCare Equipment, a leading provider of home and durable medical
equipment. Leveraging RingEX™, RingCentral’s flagship unified
communications solution, and RingSense™ for Sales, MedCare
Equipment has achieved a 40% reduction in average call wait times
and a 92% time savings on agent call reviews and agent coaching. In
addition, MedCare anticipates it will resolve customer issues and
close deals 20% faster once it has fully deployed RingSense for
RingCX™.
As Western Pennsylvania’s primary supplier of medical equipment
for general physicians, hospital staff, and other caregivers since
1985, MedCare’s mission-critical equipment has helped more than one
million patients on their healthcare journey. The Company
implemented RingCentral several years ago after facing significant
challenges with their previous communications systems, including
frequent outages and limited telephony and analytics features. With
RingEX in place for the past three years, MedCare has experienced
unparalleled reliability and call quality across their
organization. RingCentral has also made it easy to adjust call
queues, routing instructions, and other important workflows,
enabling the MedCare customer support team to dramatically improve
their callers’ average wait times.
“RingEX has given us a lot of capabilities we didn’t have with
our previous solutions, but the fundamental benefit and biggest
difference from our old service is that we have complete confidence
in our phone system," said Zac Shannon, IT Manager, MedCare
Equipment. “Thanks to the visibility we’ve gained with RingCentral
analytics, and being able to quickly adjust our call flow when
traffic gets heavy for a certain queue or region, we’ve been able
to bring down our average wait times by 40%, which is a huge win
for our customers. And the efficiencies don’t stop there – we see
great opportunity to further enhance our operations to expedite
customer issue resolution and improve sales engagement processes
with the RingCentral for Microsoft Dynamics 365 integration, which
will allow our team to make and receive customer calls from within
our CRM.”
Improving business intelligence and agent coaching with
AI
Deploying RingSense for Sales on top of RingEX has streamlined
MedCare’s agent coaching and training processes by providing
AI-generated analyses of customer interactions. With this solution,
MedCare’s customer support department is able to review an
AI-generated analysis in two minutes, which has saved an average of
five hours per manager and agent each week - a time savings of 92%.
Additionally, RingSense for Sales helps the customer support team
uncover valuable new business intelligence.
“One thing RingSense for Sales is spotting for us with its
sentiment analysis is uncertainty,” Shannon added. “When an agent
comes across as unsure about the guidance they’re giving to a
patient, that can undermine the patient’s confidence as well. Now
that we’re getting alerted to these moments of uncertainty on
calls, we know where and on which topics to give our agents
additional training or product knowledge.”
The customer support team is also planning to add more contact
center functionality with RingCX and RingSense AI features
developed specifically for that solution. Based on the quantifiable
improvements MedCare Equipment has already seen with RingSense for
Sales, Shannon expects that deploying additional functionality will
help the teams resolve customer issues and close deals 20%
faster.
"We are thrilled by the transformative impact our AI-powered
solutions are having on MedCare Equipment's operations and patient
experience," said Carson Hostetter, Chief Revenue Officer,
RingCentral. "Our mission is to deliver a comprehensive cloud
solution that streamlines communication, enhances collaboration,
and empowers teams with actionable insights and automation tools.
As we integrate deeper AI-driven capabilities into our platform, we
are excited to help more businesses achieve the remarkable success
seen by MedCare Equipment.”
For additional information, read the MedCare case study.
About RingCentral
RingCentral is a leading provider of AI-driven cloud business
communications, contact center, video and hybrid event solutions.
RingCentral empowers businesses with conversation intelligence, and
unlocks rich customer and employee interactions to provide insights
and improved business outcomes. With decades of expertise in
reliable and secure cloud communications, RingCentral has earned
the trust of millions of customers and thousands of partners
worldwide. Visit ringcentral.com to learn more.
©2024 RingCentral, Inc. All rights reserved. RingCentral,
RingEX, RingSense, RingCX, and the RingCentral logo are trademarks
of RingCentral, Inc.
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version on businesswire.com: https://www.businesswire.com/news/home/20240718905533/en/
Mariana Leventis +1 650-562-6545
mariana.leventis@ringcentral.com
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