RingCentral selected to replace disparate legacy PBX and call center
systems
BELMONT, Calif.--(BUSINESS WIRE)--
RingCentral,
Inc. (NYSE:RNG), a leading provider of global enterprise cloud
communications and collaboration solutions, today announced that Porch,
a data-driven home services company providing homeowners with
personalized assistance and fulfillment of home projects, has selected
RingCentral for its integrated cloud communications and contact center
solution. Moving away from legacy PBX and call center systems, Porch has
realized a dramatic increase in customer call satisfaction and
significant cost savings within just two months.
With more than 300,000 national and local providers in its network,
Porch connects home service professionals with customers through its
website and via chat and SMS. Porch also works with retail partners,
such as Lowe’s Home Improvement, making it easy for customers to solve
installation and assembly of home products. Previously, the company’s
sales and services team used a combination of a legacy PBX system and a
call center solution to engage with customers and partners. This
approach made it challenging to integrate with its CRM software of
choice, Salesforce.
“Our multiple system approach was inefficient and an administrative
burden on our IT team,” said Sean Parson, Salesforce administrator,
Porch. “We have so much more functionality now with RingCentral’s
integrated solution, including omnichannel cloud contact center, web and
video conferencing, and the RingCentral Mobile capabilities.”
“RingCentral’s CRM integration with Salesforce has been a game-changer
for our business, as we’re able to optimize customer engagement and
workforce productivity— all from within a single solution,” added Ankur
Pradhan, Salesforce architect and manager, Porch.
Key capabilities of the RingCentral solutions include:
-
Built-in voice response (IVR) functionality, a time-saving asset that
routes customers to the appropriate representative based on their
unique needs
-
Integrated dialer that allows agents to make calls directly from
Salesforce, increasing the quality and efficiency of sales calls
-
Call-back feature, which reduces hold times for customers when an
agent is unavailable
“Porch’s improved customer experience and productivity outcome is a
perfect example of how an integrated cloud communications and contact
center solution can transform a business,” said Ryan Azus, EVP of global
sales and services, RingCentral. “Cloud solutions enable more
opportunities to stay connected and integrate with other business
applications for intelligent workflows, which just aren’t feasible with
on-premises legacy systems. It is this flexibility and openness that has
delivered tangible business results for Porch, as demonstrated by their
customer satisfaction and cost savings successes.”
For more information, please visit Porch.com.
About Porch.com
Seattle-based Porch.com
is a home services platform that helps homeowners maintain their homes
and get projects done by connecting them with quality home improvement
professionals. Porch is available nationwide online and serves as the
exclusive in-store resource in over 1,720 Lowe’s stores across the US.
For more information about Porch, visit porch.com.
About RingCentral
RingCentral, Inc. (NYSE:RNG) is a leading provider of global enterprise
cloud communications and collaboration solutions. More flexible and
cost-effective than legacy on-premises systems, RingCentral empowers
today’s mobile and distributed workforce to communicate, collaborate,
and connect from anywhere, on any device. RingCentral unifies voice,
video, team messaging and collaboration, conferencing, online meetings,
and integrated contact center solutions. RingCentral’s open platform
integrates with leading business apps and enables customers to easily
customize business workflows. RingCentral is headquartered in Belmont,
California, and has offices around the world.
©2018 RingCentral, Inc. All rights reserved. RingCentral and the
RingCentral logo are trademarks of RingCentral, Inc.
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RingCentral, Inc.
Mariana Kosturos, 650-562-6545
mariana.kosturos@ringcentral.com
www.ringcentral.com
Source: RingCentral, Inc.