Market Force Information Implements a Cloud Contact Centre Solution

Market Force Information (Market Force) has selected RingCentral to expand its contact centre operations and enhance productivity of its global workforce across multiple locations in the US, Canada, and Europe.

Market Force offers customer experience solutions, including contact centre services, to hundreds of customers globally and was seeking a contact centre solution that would better support the growth of its customer experience management business.

Previously, Market Force had a contact centre system that was limited in reporting capabilities and did not enable mobility. Market Force was working to enhance its ability to more efficiently report call centre data to other groups across the organisation, and optimise schedules and associates’ performance against key indicators.

The previous system was less effective in enabling agents to work from home, impeding mobility, which is a core part of the company’s future operations to meet customer and business demands.

With RingCentral Collaborative Contact Centre, Market Force now has integrated team messaging capabilities for faster communication across teams, enhanced mobility, and real-time analytics to enable greater customer responsiveness.

“Given the growth that our customer experience management business is experiencing globally, we feel RingCentral is key to us continuing to serve our clients and their customers at a very high level,” said Ryan Stewart, Vice President of Canadian Operations, Market Force.

“Paired with RingCentral Glip team messaging, we’re able to get the right information to the right people in real time, avoiding the additional email traffic that burdens organisations and slows customer response. It has fundamentally been a game changer.”

“RingCentral’s contact centre solution is the best I’ve worked with in my 20 plus years in this business.”

Key RingCentral benefits for Market Force include:

RingCentral Glip team messaging: Streamlines inter-office communications among Market Force’s global workforce; enables messaging in real time to communicate updates on service levels; empowers dialogue around changes that are happening at different contact centres.

Real-time analytics: Enable Market Force to have direct insight on customers and increase overall responsiveness and client satisfaction. Account managers who previously had to request contact centre data and then wait while it was compiled can now access this themselves using the RingCentral Contact Centre real-time dashboards.

Global capabilities: Provide highly personalised and efficient customer experience, supporting agents based in the US, UK, and Canada, including robust self-serve voice response, customer messaging, agent screen pops with client information, as well as customer callbacks and virtual queuing.

“Market Force is a great example of how RingCentral’s Collaborative Contact Centre solution can serve customers very effectively,” said John Finch, Associate Vice President of Contact Centre Product Marketing, RingCentral.

“The powerful combination of RingCentral’s team messaging and contact centre capabilities enables organisations like Market Force to accelerate the pace at which they respond to customers, opening the door to new opportunities.”

For more information about RingCentral, visit: www.ringcentral.co.uk

Author: Robyn Coppell