Effectively capturing the voice of the customer in a rapidly changing global environment

“In the critical accounts program, our goal is not to put the fire out, but prevent it from ever happening. We take that mentality and apply it to the voice of the customer program. We work hard to take the digital program insights that are happening in real time and get them to the right people or organizations that are able to positively impact change and prevent an issue from ever arising. Changing procedures is never easy, but we have seen time and time again how our efforts have made a big difference.”

Tim Wilbourn

Head of Critical Accounts Program, RingCentral

RingCentral has been a leader in the commercial and personal telecommunications business for 20 years. The company has established itself as a global enterprise with more than 7,800 employees serving more than 450,000 customers in more than 100 countries in the Americas, Europe and Asia.

RingCentral replaced more than 10 separate, stove-piped customer interaction systems with a single automated, comprehensive voice-of-the-customer (VOTC) system from Medallia which was capable of serving the entire organization. Previous VOTC analysis using the legacy systems was limited to manual email and web-based surveys. Now, with consolidated, enterprise-wide data, RingCentral applies Speech and Text Analytics and other Medallia features to automatically analyze customer interactions from call centers around the globe, enabling them to understand emerging themes and customer issues. 

The availability of consistent customer data from across the organization gives RingCentral’s Voice of the Customer unit the power to tailor information to meet the unique needs of internal consumers, and automated speech analytics from over 1 million customer calls enables RingCentral to perform quality control on ALL calls, a feat which was previously impossible.

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