Gate6 utilized the RingCentral Open Platform and App Connect to embed RingEX directly into ServiceNow. This integration automates call logging and recording uploads, significantly boosting agent performance.
How a European IT services provider unifies global support operations
Region
Europe
Company size
400–4,999
Industry
Professional Services
Products used
Key integrations
This case study is also available in French
KEY METRICS
90%
of inquiries resolved in under 30 seconds with RingCX
5%
call-abandonment rate achieved since deploying RingCX
4 months
to integrate and deploy RingCX across five international hubs
Overview
Struggling with a rigid legacy telephony system that offered no API flexibility or billing clarity, this European IT provider migrated its contact center team to an open-platform cloud architecture powered by RingCX. By integrating their proprietary mobile app and CRM tools directly into the communication flow, they eliminated manual data entry and stabilized global operations. This shift has enabled real-time performance tracking across five international sites, maintaining a consistent 5% abandonment rate even during peak ticket volumes.
Our migration to RingCX was completed in four months, covering more than one hundred phone lines and several digital channels. We especially appreciated RingCentral's technical support. The Professional Services team was attentive and proactive in anticipating our needs.
IT Consultant
,
Head of the Functional Unit
About our customer
This European IT services provider has been a key player in digital transformation and infrastructure modernization for over 20 years. The company operates five specialized service centers that provide essential outsourced IT support for a global client base.
The challenge: Decentralized data and technical rigidity
The provider’s previous infrastructure functioned as a "black box," offering almost no interoperability with their essential service management tools. Technical incidents were frequent, yet the lack of integration meant agents had to jump between disconnected screens to identify callers, losing precious seconds on every ticket. Furthermore, the legacy vendor’s opaque billing and slow feature rollout prevented the company from scaling their "IT-as-a-Service" model to meet modern client demands.
- Integration gaps: A complete lack of connectivity between the phone system and ServiceNow forced manual lookups for every support request.
- Operational instability: Frequent system outages disrupted global service centers, damaging client SLAs and agent morale.
- Inflexible administration: Centralized management prevented local site leads from adjusting their own call flows or digital routing logic.
The solution and ROI: An interconnected contact center environment
To resolve the friction of disconnected workflows, the provider moved to a cloud environment where communication and data sit on the same plane. By embedding their telephony directly into their existing software stack, they have turned their communication platform into a proactive diagnostic tool.
- RingCX serves as the omnichannel engine, unifying voice, email, and chat into a single pane of glass that handles 90% of calls in under 30 seconds and allows the company to maintain a 5% abandonment rate by dynamically routing digital tickets based on real-time agent availability.
- RingCX powers and connects five service centers, both in France and around the world, to support the global organization’s diverse needs including 24/7 assistance, maintenance, and multilingual customer service.
- RingCentral’s Open Platform APIs connect the company’s proprietary mobile app with ServiceNow and EazyVista, triggering automatic "contextual pop-ups" that give agents a full history of the user before they even say hello.
- The RingCentral App Gallery’s Microsoft Teams Integration allows the support staff to remain within their primary collaboration environment while maintaining high-fidelity voice quality and advanced call routing.
What’s next for this European IT leader?
The provider is now moving into the next phase of their digital roadmap by testing RingCentral AI Quality Management. This will allow them to automate the scoring of thousands of interactions across ServiceNow and RingCX, using AI to pinpoint technical trends before they become widespread outages. This strategy marks a final transition from their legacy of manual oversight to a future of automated, intelligent IT orchestration. The company also plans to adopt RingCX’s AI-powered solutions Agent Assist and AVA Supervisor Assist, to further enhance performance, decision-making, and the customer experience.
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