RingCentral, a leading provider of global enterprise cloud communications and collaboration solutions, today announced that MSX International (MSXI), a business process outsourcing company that provides technology-based services to enterprises, has selected RingCentral to provide a superior customer experience (CX) and connect its 6,000 global employees.
With globally distributed customers and employees, MSXI needed modern cloud solutions with robust communications capabilities, including voice, video, conferencing, team messaging, collaboration, and contact centre. By leveraging RingCentral Office, MSXI 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–capable RingCentral Contact Center, MSXI is able to deliver improved customer service to its global clients.
Previously, MSXI had a complex network of more than 30 communications technology vendors spread across 80 countries, hence the cost and manageability of MSXI’s legacy system was very challenging. Also, the voice-only contact centre system limited MSXI’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, MSXI 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, MSXI.
“RingCentral has allowed MSXI 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 MSXI include:
- Omnichannel customer engagement with RingCentral Contact Center; boosts response time and scales efficiently
- Increased productivity among MSXI employees, with simplified communications and collaboration between countries
- 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 MSXI used ad hoc video and audio solutions to host online meetings
“We’re happy to see MSXI 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 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.”
