CASE STUDY
R
ingCentral, a leading provider of global
enterprise cloud communications
and collaboration solutions, has
announced that MSX International, a
business process outsourcing company
that provides technology-based services
to enterprises, has selected RingCentral to
provide a superior customer experience and
connect its 6,000 global employees.
With globally distributed customers and
employees, MSX International needed
modern cloud solutions with robust
communications capabilities, including
voice, video, conferencing, team messaging,
collaboration and contact centre. By
leveraging RingCentral Office, MSX
International efficiently connects its global
workforce by improving their productivity
with the mobile capabilities of RingCentral.
Also, by replacing voice-only legacy on-
premises contact centres with omnichannel
communications – RingCentral Contact
Center – MSX International is able to deliver
improved customer service to its global clients.
Previously, MSX International had a complex
network of more than 30 communications
technology vendors spread across 80
countries, hence the cost and manageability
of MSX International’s legacy system was
very challenging. Also, the voice-only contact
centre system limited MSX International’s
ability to react quickly and efficiently to
customer demands and it took months
to stand up a new legacy contact centre.
With RingCentral Contact Center, MSX
International has cut implementation time
from months to only three days, from start
to finish. “As with every other domain in
enterprise business, digitalisation is totally
changing the game,” said Brendan Walsh,
Chief Digital Officer, MSX International.
“RingCentral has allowed MSX International
to digitalise this aspect of our service
offering to take our customer support and
internal collaboration to a new level. As a
result, we are more responsive than ever and
bringing new digital services to market that
help our customers reduce cost and improve
their customer satisfaction.” Key RingCentral
benefits for MSX International include:
• Omnichannel customer engagement
with RingCentral Contact Center; boosts
response time and scales efficiently.
• Increased productivity among MSX
International employees, with simplified
communications and collaboration
between countries.
WITH RINGCENTRAL
CONTACT CENTER,
MSX INTERNATIONAL
HAS CUT
IMPLEMENTATION
TIME FROM MONTHS
TO ONLY THREE
DAYS, FROM START
TO FINISH.
• A more connected team; RingCentral’s
mobile-first platform ensures remote
and global workers feel like a part of the
office team.
• Consolidated end-user experience
where voice, video and conferencing
are integrated into a single solution;
previously MSX International used Ad
Hoc Video and audio solutions to host
online meetings.
“We’re happy to see MSX International
reap the immediate benefits of new
business opportunities and higher customer
satisfaction by consolidating all its
business communications solutions with
RingCentral,” said Mitch Tarica, Senior Vice
www.intelligentcio.com
INTELLIGENTCIO
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