New Independent Study Shows That Using RingCentral MVP And RingCentral Contact Center Together Help Customers Realize a ROI of 211% Over Three Years
31 Maio 2023 - 9:00AM
Business Wire
Total Economic Impact study reveals radically
reduced call handling time, IT ticket volume, and ticket resolution
time, leading to significant cost savings and efficiencies when
using RingCentral
RingCentral, Inc. (NYSE: RNG), a leading provider of AI-powered
global enterprise cloud communications, video meetings,
collaboration, and contact center solutions, today announced the
findings of a commissioned Forrester Consulting Total Economic
Impact™ (TEI) study showing that a composite organization
representative of interviewed customers integrated RingCentral MVP®
(Message Video Phone™) and RingCentral Contact Center™ realized a
return on investment (ROI) of 211% over three years.
Forrester Consulting interviewed RingCentral customers in four
industries, including in healthcare, fintech, automotive, and
technology, 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.
“Today’s macroeconomic environment is driving greater demand for
demonstrable returns on IT investments. 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, president and chief
operating officer, 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 TEI study for RingCentral’s UCaaS and CCaaS.”
The ongoing cost of infrastructure associated with on-premises
contact centers was a huge burden for the customers that
participated in the study. The global IT operations director at a
financial technology organization–who was interviewed for the
study–said, “in FY19, we were spending around between $2.1 million
and $2.4 million on running our legacy phone system. We’ve
projected an annualized saving over three years of $1.25 million by
switching to RingCentral.”
With RingCentral, the composite organization representative of
surveyed customers achieved the following benefits, which drove the
211% ROI:
- A 45% reduction in call-handling time with integrated
RingCentral Contact Center and RingCentral MVP. By leveraging
the combination, interviewees reported being able to easily include
subject matter experts from employees outside the contact center to
enhance customer interactions.
- A 30% decrease in internal contact center and UCaaS IT
support tickets and a 60% decrease in the time to close each
ticket. Utilizing RingCentral's solutions together,
interviewees noted it was easier for their internal IT support
teams to diagnose issues with a consolidated view of both internal
and external IT support tickets.
- Cost savings from retiring legacy systems. Forrester
Consulting noted that as interviewee organizations retired their
older legacy systems and services that didn’t meet business
requirements, the composite organization saved $2.7 million over
three years by eliminating costs such as infrastructure and
licensing fees. The savings could then be reallocated to other
purposes.
- Time savings of 25% for contact center supervisors on
monthly agent performance auditing processes. The Workforce
Management and Quality Management modules embedded in RingCentral
Contact Center enabled supervisors to spend less time coaching and
conducting agent reviews.
Forrester Consulting also found additional, unquantified
benefits, including better decision-making capabilities through the
use of strong data analytics, improved customer experience, and
higher revenue with the use of RingCentral’s outbound dialer, as
well as better contact center process standardization.
Study Methodology/Detail
Forrester’s TEI research is a methodology developed by Forrester
Consulting that enhances a company’s technology decision-making
processes and assists vendors in communicating the value
proposition of their products and services to clients. The TEI
methodology helps companies demonstrate, justify, and realize the
tangible value of IT initiatives to both senior management and
other key business stakeholders. Forrester Consulting will walk
through the details of the research methodology and findings from
the Forrester TEI study in a webinar scheduled for June 28.
To view the full TEI study, visit
https://www.ringcentral.com/report/rc-cc-mvp-forrester-tei.html
About RingCentral
RingCentral is a leading global provider of cloud-based business
communications and collaboration solutions that seamlessly combine
phone, messaging, video meetings, and contact center. RingCentral
empowers customers with AI-powered conversation intelligence, which
unlocks insights from interaction data to accelerate 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.
© 2023 RingCentral, Inc. All rights reserved. RingCentral,
RingCentral MVP, RingCentral Contact Center, and the RingCentral
logo are trademarks of RingCentral, Inc.
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Brett Smith brett.smith@ringcentral.com 980-580-2430
Ringcentral (NYSE:RNG)
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