When they rolled out the cloud-based RingCentral Contact Center, Turhan notes, Altura’s member support operation added flexibility and capabilities it never had before.
To cite one example, RingCentral Contact Center solved a serious challenge affecting Altura’s agents’ ability to work remotely. “With RingCentral, we can now record every member call, no matter where our agents are, and automatically store the recording securely in the cloud.”
But perhaps most important for the organization’s mission to continually improve its member experience, RingCentral helped Altura unlock a tremendous amount of business intelligence.
“What I found most exciting about RingCentral Contact Center was the ability to track and analyze the granular details of our members’ calling experience. Our old system basically gave us one number—you had 51,000 calls in April. What process improvements could we make with that information? Not many.” But, Turhan adds, with RingCentral, Altura now has those granular details—and his team is beginning to use them to enhance the member experience.