CASE STUDY
President of Enterprise Sales, RingCentral.
“As organisations strive to provide the best
customer experience while enabling a highly
productive workforce on a global scale, they
are turning to the cloud to achieve what
legacy systems have not been able to deliver.”
1. How scalable was the solution
with the company?
RingCentral’s cloud solution has been an
enormous asset for MSX International.
For example, RingCentral’s omnichannel
capabilities allow us to cater to a larger
customer base, expand communications and
collaboration across our mobile workforce,
which spans several thousand employees and
utilises various communications modalities,
such as text, mobile and chat when needed.
app makes MSX International more efficient
by offering an extra benefit for remote users,
for example, who previously were not as
embedded in the team.
2. Have you noticed
extreme improvements to
your system’s efficiency? 3. Why did you choose
RingCentral as the provider?
For MSX International, a business process
outsourcing company that provides
technology-based services to enterprises,
RingCentral has been key to making
the company more efficient, improving MSX International chose RingCentral
because the RingCentral platform delivers
all of the communications functionalities
MSX International has identified as
critical for supporting its customers. This
WITH RINGCENTRAL, MSX
INTERNATIONAL NOW OFFERS NEXT-
GENERATION SUPPORT TO ITS GLOBAL
OEM CUSTOMERS.
customer service and providing customers
with a superior experience. RingCentral
Contact Center in particular allows MSX
International to offer services that the
company would not have been able to
offer on its previous platform. For example,
if a customer has an immediate help desk
request, RingCentral Contact Center’s
omnichannel support lets customers use
their communication method of choice (text,
phone, online chat, etc.) when they contact
an MSX International contact centre.
Another key aspect for improving MSX
International’s efficiency for its workforce is
the RingCentral Mobile app, an option that
previously did not exist for its customers. The
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INTELLIGENTCIO
includes global telephony, support for
mobile phones, integrations with other
applications and databases, reporting
and analytics and a state-of-the-art call
centre solution. With RingCentral, MSX
International now offers next-generation
support to its global OEM customers.
4. How far has the solution
future-proofed your company?
RingCentral has been an important asset in
helping MSX International focus on important
growth areas such as digital transformation
and the inclusion of emerging technologies,
for example artificial intelligence (AI). MSX
International has decades of technical
help-desk data that can be digitalised and
leveraged via AI and chatbots in ways that
help MSX International to ensure a high level
of service.
5. How well does the system
support mobile devices?
RingCentral plays a key role in supporting
MSX International’s workforce on mobile
devices. By switching to RingCentral,
MSX International has replaced previous
conferencing processes that involved either
Skype or an audio bridge the company
purchased separately. MSX International
uses RingCentral Global Office for global
telephony, RingCentral Meetings and
Rooms for online collaboration and web
conferencing and RingCentral Contact
Center as its call centre solution. Many MSX
International employees use the RingCentral
Mobile app, an option they didn’t previously
have. RingCentral Mobile is especially
beneficial for MSX International’s remote
users who work remotely on a client’s site
and can easily connect with the rest of the
team through RingCentral’s mobile offering.
6. Did the system require any
additional training for staff?
MSX International leveraged RingCentral’s
administrative training for deployment
and support and the RingCentral team did
a fantastic job getting us up to speed. In
addition, online tools and videos provided
by RingCentral have been sufficient for end-
user training. Most users today know how
to navigate mobile apps and RingCentral is
extremely intuitive in this regard. n
www.intelligentcio.com