Preferred Risk Insurance's Switch to UCaaS/CCaaS Improves Communications Quality

By Greg Tavarez, TMCnet Editor  |  August 02, 2022

Many companies encountered challenges during the pandemic with legacy on-premises communications technology. Legacy systems caused call quality issues and broken customer experiences because businesses were ill-prepared for a transition to remote work, leaving employees without access to the quality tools needed to perform their jobs well.

Preferred Risk Insurance Services, a professional services company and subsidiary of Warrior Invictus Holding, faced those same challenges and needed to upgrade to a cloud communications solution that would allow employees to call, message and meet in one app. They also required a cloud contact center that would provide detailed routing and reporting capabilities, while enabling their agents to work from home.

To do this, Preferred Risk Insurance enabled its employees and clients to stay better connected and productive with RingCentral, a provider of global enterprise cloud communications, video meetings, collaboration and contact center solutions. With RingCentral (News - Alert) MVP and RingCentral Contact Center, Preferred Risk Insurance will enable its employees to more efficiently respond to the needs of its growing customer base while giving employees the flexibility of working remotely.

“In risk insurance, there is no room for mistakes and delays. Because our call volume has grown tremendously, we chose RingCentral for its ability to scale and because it offers a tightly integrated communications solution that will enable us to continue providing top notch service to our customers,” said Sumit Roy, chief information officer for Preferred Risk Insurance Services.

RingCentral Contact Center will allow Preferred Risk Insurance’s claims agents take a recorded statement that can be added to an insurance claim, while also ensuring that they can leverage end-to-end, automated call recordings for compliance purposes.

“Choosing our market leading UCaaS and CCaaS as an integrated solution will transform Preferred Risk's employee and customer experience,” said Carson Hostetter, chief revenue officer of RingCentral. “We look forward to working with them on the journey toward reduced costs, better scale, greater mobility and reliability. Ultimately, this will lead to happier employees, happier customers and greater success."

In the next phase of the RingCentral solution rollout, Preferred Risk Insurance will address other needs by adding omnichannel interactions, quality analytics and other management tools, plus a custom CRM integration to streamline workflow and improve customer engagement.




Edited by Erik Linask