RingCentral Press Releases

Stay on top of breaking news and stories from RingCentral—including new partnerships, customer successes, and event announcements.

February 5, 2024

RingCentral Modernises Patient Care Communications for Healthcare Organisations With New EHR Integrations and Generative AI

BELMONT, Calif. — February 5, 2024RingCentral, Inc. (NYSE: RNG), a leading provider of AI-first global enterprise cloud communications, video, webinars, hybrid events, and contact center solutions, today announced a unified patient care solution for healthcare organisations worldwide. New integrations with Electronic Health Record (EHR) providers, including industry titans Epic, Cerner, and AllScripts, combined with RingCentral’s AI-powered communications suite bridge gaps in the patient engagement journey and simplify workflows. Powered by a new partnership with patient engagement software platform SpinSci, these EHR integrations ensure optimal and secure patient experiences, improved documentation, and reduced administrative burden. 

“The healthcare industry is undergoing a massive transformation driven by cloud technology, and now generative AI,” said Srini Raghavan, Chief Product Officer at RingCentral. “By adding powerful new healthcare specific integrations, our solution offers high-touch assistance through any digital channel — be it text, voice, or chat — to deliver a comprehensive 360 degree view of patient records, breaking down silos and enabling staff and clinicians to triage with unprecedented speed and care. When you pair this with our RingSense AI capabilities, we’re creating pathways to a smarter, more connected healthcare experience.”  

Bridging the Gap in Healthcare Communication with Major EHR Integrations

This comprehensive communications integration with leading EHR systems solves common disruptive issues in the patient engagement journey, such as cumbersome patient administration, inefficient care delivery, and inadequate patient information. RingCentral’s Patient Assist feature maps all patient and healthcare provider interactions, providing cognitive insights that streamline the care process. For example, the system enables agents to know the patient's name, call reason, and key medical record aspects without unnecessary questioning or navigating multiple applications. 

Leveraging the Power of AI in Healthcare

With generative AI, healthcare providers are less burdened with manual note-taking and other administrative tasks, and can stay focused on delivering high-touch, personalised patient care. Key AI-powered capabilities of RingCentral for Healthcare include:

  • Automated Calling Experiences: AI-enabled virtual agents automate common inquiries or gather information before transferring patients to an agent. For providers, auto-blended inbound/outbound queues handle fluctuating call volumes, and auto-dialers handle high-volume programs, such as promos or surveys, simplifying workflows.

  • Data-Driven Insights for Healthcare Management: Analysis of patient interactions offer insights into operational efficiencies and patient needs. With call monitoring and omnichannel analytics across patient touchpoints, managers can optimise Primary Care Network (PCN) performance.

  • Appointment Scheduling and Follow-up: AI tools support scheduling, reminders, and follow-ups for appointments, streamlining the process and ensuring better patient compliance.

About RingCentral

RingCentral is a leading global provider of AI-first cloud-based business communications and collaboration that seamlessly combines phone system, messaging, video, webinars and hybrid events, and contact center. RingCentral empowers businesses with conversation intelligence, and unlocks rich customer and employee interactions to provide insights and improved business outcomes. With decades of expertise in reliable and secure cloud communications, RingCentral has earned the trust of millions of customers and thousands of partners worldwide. Visit ringcentral.com to learn more.

©2024 RingCentral, Inc. All rights reserved. RingCentral and the RingCentral logo are trademarks of RingCentral, Inc.

 

 

February 5, 2024

RingCentral Drives Momentum and Adoption Across Healthcare Organisations

Healthcare customers see 46% increase in staff productivity, a 53% increase in staff satisfaction, and a 42% increase in HCAHPS patient satisfaction1 from using RingCentral’s trusted HIPAA-compliant communications

BELMONT, Calif. — February 5, 2024RingCentral, Inc. (NYSE: RNG), a leading provider of AI-first global enterprise cloud communications, video, webinars, hybrid events, and contact center solutions, highlighted that healthcare organisations are adopting RingCentral for Healthcare solution for its trusted reputation in delivering consistent 99.999% reliability, innovative products, and an industry-leading open platform with rich APIs, plus security and privacy by design standards, and various certifications such as HIPAA and HITRUST. Over the past 18 months, RingCentral has added more than 500 new healthcare customers across small, midsize, and large enterprise segments.

Driving Adoption Across Healthcare Organisations 

Sun River Health, with 450,000 patient visits annually, selected RingCentral for its reliability and integrated unified communications and contact center solutions.

“We put together an extensive list of must-haves for a enterprise-wide communications solution that would unite our 2,000 employees across 50 distributed locations: reporting and analytics, contact center functionality, cost, mobility, security, and the company’s reputation for support,” said Eric Brosius, Vice President of Technology Services at Sun River Health, New York’s largest federally qualified health center. “When we evaluated all the vendors against these criteria, RingCentral was the optimal solution. As a leader in care, the adoption of cloud-based communications through RingCentral enables us to enhance our patient care journey, and aggressively grow our leadership in serving key provider segments across the country.”

RingCentral also has among four of the largest dental support organisations (DSOs) in the United States, including Heartland Dental. According to Jeremy Stroud, Vice President of Patient Services at Heartland Dental, the nation's largest DSO, “The thing that still amazes me every day about RingCentral is that it’s enabling our Patient Services Representatives to handle patient inquiries for more than 1,700 dental offices across the country—and in turn letting them provide a better level of service than they’ve ever had.” 

“RingCentral for Healthcare is providing a healthcare cloud solution that suits the needs of customers of all sizes, from small clinics to the largest hospitals, for secure, reliable communications,” said John Poli, Healthcare Industry Principal at RingCentral. “According to a RingCentral survey, by using our solutions, healthcare customers saw a 46% increase in staff productivity, a 53% increase in staff satisfaction, and a 42% increase in HCAHPS patient satisfaction. Many healthcare organisations are moving beyond land-locked on-prem models to the cloud, so they can support hybrid care delivery for both in-office and virtual — to better serve patients and staff.”

“RingCentral has a lot going for it in terms of functionality and industry reputation,” said Darryl Flores, director of Gonzaba Medical Group’s Patient Access Center. “But the big differentiator for us was that RingCentral has earned HITRUST certification. For healthcare organisations, that’s the gold standard because it demonstrates the platform meets the requirements of several data-privacy regulations, most importantly HIPAA.”

For more information about healthcare at RingCentral, please visit: https://www.ringcentral.com/office/industry-solutions/healthcare-providers.html.

About RingCentral

RingCentral is a leading global provider of AI-first cloud-based business communications and collaboration that seamlessly combines phone system, messaging, video, webinars and hybrid events, and contact center. RingCentral empowers businesses with conversation intelligence, and unlocks rich customer and employee interactions to provide insights and improved business outcomes. With decades of expertise in reliable and secure cloud communications, RingCentral has earned the trust of millions of customers and thousands of partners worldwide. Visit ringcentral.com to learn more.

©2024 RingCentral, Inc. All rights reserved. RingCentral and the RingCentral logo are trademarks of RingCentral, Inc.

1Based on data from a 2022 survey conducted by RingCentral.

 

January 31, 2024

Nearly one in five Brits would rather deal with a vermin infestation than contact customer services, finds RingCentral research

  • Almost two thirds (65%) of Brits say they would be unlikely to return to a business after poor customer service 

  • With Brits waiting 21 minutes on average to receive an initial response from customer service, 42% would rather go without internet access for one hour than contact customer services 

  • Meanwhile, 35% would like to see AI enable a single agent to access their full history to avoid repeating information 

London, 31 January 2024 - RingCentral, a leading provider of AI-first global enterprise cloud communications, video, webinars, hybrid events, and contact center solutions today shares research revealing many Brits are so frustrated with customer service interactions that nearly one in five (18%) would prefer to deal with a vermin infestation in their home than contact customer service. 

Customers shun businesses after poor customer service experience

Against the backdrop of the current cost-of-living crisis, the majority of Brits (97%) are naturally citing price as the most important factor influencing their purchasing decisions. However, not far behind, many Brits (87%) reference high quality customer service as an important factor. 

RingCentral’s data suggests high quality customer service experiences are a cornerstone for retaining customers, with two thirds (65%) saying they would be unlikely to return to a company that delivered bad customer service. 

Feelings of frustration with customer service are flourishing among Brits

Despite the clear importance of quality customer service, Brits are regularly being left frustrated, with automated customer service systems (53%), the amount of time to speak to / hear back from customer service (43%) and having to explain the issue multiple times to different people (42%) cited as the biggest frustrations. Compounding this, of the 91% of those who have been passed on between agents, 98% then have to re-explain their reason for contacting customer service. 

As a result, Brits are so frustrated with customer service interactions that more than half would rather be without TV for an hour (53%) or clean the bathroom (51%). Meanwhile, two fifths (42%) would rather go without the internet for an hour and almost a fifth of UK adults (18%) would prefer to deal with a vermin infestation in their home than contact customer service. 

Consumers feel AI can help improve customer service

Given the role AI tools can play in driving more positive agent and customer experiences, RingCentral’s research also explored where consumers would most like to see AI focused on the customer service journey to help mitigate frustrations.  

The data reveals over a third (35%) of UK adults would most like to see AI enable a single agent to access their full history to avoid repeating information. A further 34% would like AI to help reduce the average hold times when calling customer service, while 28% wish to see it playing a role in expanding availability of support to 24/7. 

By embedding generative AI in the contact centre, businesses can increase effectiveness of customer service agents and reduce time spent on admin, freeing agents up to focus on serving customers. 

Steve Rafferty, VP of International at RingCentral comments “Despite many businesses facing the need to cut costs, in the most extreme cases to avoid shutting up shop, this research shows they cannot afford to ignore customer experience and quality service. The data is clear that it is critical to customer loyalty and repeat purchases.

The good news for businesses is the latest advances in generative AI can solve many of the challenges our research highlights, by bringing together voice, video and digital channels seamlessly so agents can easily engage with customers. From giving customers access to their channel of choice to ensuring agents have the full context of that person’s journey and interaction history, technology has a huge role to play and should be a cornerstone in any strategy to delivering industry-leading customer experience.”

RingCentral’s own AI-first customer contact centre solution, RingCX is helping businesses increase effectiveness of customer service agents and decrease time on admin, to enable agents to deliver high quality customer service.

ENDS

Research Methodology

  • Opinium surveyed 2000 UK Adults aged 18 and above online between 21st December 2023 – 2nd January 2024 

  • Survey data is weighted to be nationally representative on age, gender and region.