{"id":19586,"date":"2018-01-31T12:22:41","date_gmt":"2018-01-31T08:22:41","guid":{"rendered":"http:\/\/www.intelligentcio.com\/eu\/?p=19586"},"modified":"2018-01-31T12:22:41","modified_gmt":"2018-01-31T08:22:41","slug":"porch-enhances-customer-engagement-with-ringcentrals-cloud-service","status":"publish","type":"post","link":"https:\/\/www.intelligentcio.com\/eu\/2018\/01\/31\/porch-enhances-customer-engagement-with-ringcentrals-cloud-service\/","title":{"rendered":"Porch enhances customer engagement with RingCentral\u2019s cloud service"},"content":{"rendered":"<p>RingCentral, a leading provider of global enterprise cloud communications and collaboration solutions, has announced that Porch, a data-driven home services company providing homeowners with personalised assistance and fulfilment of home projects, has selected RingCentral for its integrated cloud communications and contact centre solution. Moving away from legacy PBX and call centre systems, Porch has realised a dramatic increase in customer call satisfaction and significant cost savings within just two months.<\/p>\n<p>With more than 300,000 national and local providers in its network, Porch connects home service professionals with customers through its website and via chat and SMS. Porch also works with retail partners, such as Lowe\u2019s Home Improvement, making it easy for customers to solve installation and assembly of home products. Previously, the company\u2019s sales and services team used a combination of a legacy PBX system and a call centre solution to engage with customers and partners. This approach made it challenging to integrate with its CRM software of choice, Salesforce.<\/p>\n<p>\u201cOur multiple system approach was inefficient and an administrative burden on our IT team,\u201d said Sean Parson, Salesforce administrator, Porch. \u201cWe have so much more functionality now with RingCentral\u2019s integrated solution, including omnichannel cloud contact centre, web and video conferencing and the RingCentral Mobile capabilities.\u201d<\/p>\n<p>\u201cRingCentral\u2019s CRM integration with Salesforce has been a game-changer for our business, as we\u2019re able to optimise customer engagement and workforce productivity \u2014 all from within a single solution,\u201d added Ankur Pradhan, Salesforce Architect and Manager, Porch.<\/p>\n<p>Key capabilities of the RingCentral solutions include:<\/p>\n<ul>\n<li>Built-in voice response (IVR) functionality, a time-saving asset that routes customers to the appropriate representative based on their unique needs<\/li>\n<li>Integrated dialler that allows agents to make calls directly from Salesforce, increasing the quality and efficiency of sales calls<\/li>\n<li>Call-back feature, which reduces hold times for customers when an agent is unavailable<\/li>\n<\/ul>\n<p>\u201cPorch\u2019s improved customer experience and productivity outcome is a perfect example of how an integrated cloud communications and contact centre solution can transform a business,\u201d said Ryan Azus, EVP of Global Sales and Services, RingCentral. \u201cCloud solutions enable more opportunities to stay connected and integrate with other business applications for intelligent workflows, which just aren\u2019t feasible with on-premises legacy systems. It is this flexibility and openness that has delivered tangible business results for Porch, as demonstrated by their customer satisfaction and cost savings successes.\u201d    \t<\/p>\n","protected":false},"excerpt":{"rendered":"<p>RingCentral, a leading provider of global enterprise cloud communications and collaboration solutions, has announced that Porch, a data-driven home services company providing homeowners with personalised assistance and fulfilment of home projects, has selected RingCentral for its integrated cloud communications and contact centre solution. Moving away from legacy PBX and call centre systems, Porch has realised [&hellip;]<\/p>\n","protected":false},"author":21,"featured_media":19588,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[205,4,1735,29,248,93],"tags":[25,5282,5283,5284,805],"class_list":["post-19586","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-studies","category-cloud","category-retail","category-software","category-telecom","category-top-stories","tag-cloud","tag-contact-centre-solution","tag-porch","tag-ringcentral","tag-salesforce"],"acf":[],"publishpress_future_workflow_manual_trigger":{"enabledWorkflows":[]},"_links":{"self":[{"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/posts\/19586","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/users\/21"}],"replies":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/comments?post=19586"}],"version-history":[{"count":0,"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/posts\/19586\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/media\/19588"}],"wp:attachment":[{"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/media?parent=19586"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/categories?post=19586"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/eu\/wp-json\/wp\/v2\/tags?post=19586"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}