RingCentral MVP and Contact Center Integration Yield 211% ROI

By Greg Tavarez June 06, 2023

Organizations are clearly aware that effective communication and exceptional customer experiences are paramount for success. RingCentral, a provider of cloud communications and collaboration solutions, is at the forefront of helping organizations streamline their communication channels and enhance productivity with its innovative offerings:

RingCentral (News - Alert) MVP and RingCentral Contact Center.

RingCentral MVP is an integrated messaging, video and phone solution that consolidates team collaboration into a single, user-friendly platform. With its comprehensive suite of features, teams communicate seamlessly through messaging, make voice calls and conduct HD video meetings within one application.

Key to the success of modern businesses is the ability to engage customers effectively. In that vein, RingCentral Contact Center addresses this need by delivering a cloud-based customer engagement solution that optimizes customer interactions. Advanced features like omnichannel routing, interactive voice response, analytics and workforce management allow businesses to deliver high-level customer experiences.

RingCentral MVP and Contact Center offer several benefits that empower businesses to thrive in today's competitive market. With RingCentral MVP and RingCentral Contact Center, businesses can elevate their communication capabilities, foster collaboration and meet soon-to-be-satisfied customers' demands.

And the results are there. The findings of a commissioned Forrester Consulting Total Economic Impact study show that a composite organization representative of interviewed customers integrated RingCentral MVP and RingCentral Contact Center, and realized a return on investment of 211% over three years.

“Enterprises focusing their IT spend on their customer and employee experiences using a seamlessly integrated solution will generate greater efficiencies and better outcomes,” said Mo Katibeh, Chief Operating Officer at RingCentral. “With RingCentral, customers have enterprise-grade message, video and phone – with best-in-class contact center on a single platform, delivering quantifiable value to their organizations, as we believe is highlighted in the first Forrester (News - Alert) TEI study for RingCentral’s UCaaS and CCaaS.”

Through the utilization of RingCentral's comprehensive suite of solutions, the surveyed customers representing a composite organization reaped a host of benefits:

  • Streamlined Customer Interactions (News - Alert): By integrating RingCentral Contact Center and RingCentral MVP, the organization achieved a 45% reduction in call-handling time, according to the study. This integration facilitated the inclusion of subject matter experts from various departments, enhancing the overall customer experience.
  • Improved IT Support Efficiency: The implementation of RingCentral's solutions led to a 30% decrease in internal contact center and UCaaS IT support tickets, according to the study. Moreover, the time required to resolve each ticket witnessed a 60% reduction. The consolidated view of internal and external IT support tickets provided by RingCentral's offerings empowered the internal IT support teams to diagnose issues more efficiently.
  • Cost Savings: Forrester Consulting highlighted that the composite organization achieved substantial cost savings by retiring outdated legacy systems and services that no longer met their business requirements. This strategic move allowed them to save $2.7 million over a three-year period by eliminating expenses related to infrastructure and licensing fees. These financial savings could be reallocated for other purposes, fostering organizational growth.
  • Enhanced Contact Center Supervision: RingCentral Contact Center's embedded Workforce Management and Quality Management modules resulted in a time savings of 25% for contact center supervisors during monthly agent performance auditing processes, according to the study. The streamlined workflows enabled supervisors to dedicate less time to coaching and conducting agent reviews, thus optimizing their productivity.

Additionally, Forrester Consulting uncovered several unquantified benefits that further augmented the organization's operations. These included improved decision-making capabilities through robust data analytics, elevated customer experience and increased revenue facilitated by RingCentral's outbound dialer functionality.

Forrester Consulting interviewed RingCentral customers in four industries; healthcare, fintech, automotive and technology. These interviews were conducted in order to quantify the potential costs and benefits of replacing disparate, on-premises contact centers and unified communications applications with RingCentral’s cloud-based, tightly integrated solutions.

What was found is that the implementation of RingCentral's solutions not only delivered tangible benefits (in terms of cost savings and operational efficiencies), but also empowered the organization to provide better customer experiences.

Edited by Alex Passett
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