The San Diego Symphony transformed patron support with RingEX and RingCX, achieving a 95% reduction in hold times and an 8x cost savings by moving box office operations in-house with advanced analytics.
How The Escape Game upgraded to a world-class contact center
Region
Americas
Company size
400–4,999
Industry
Sports & Entertainment
Products used
KEY METRICS
50%
cost savings since switching contact center operations to RingCX
16%
increase in call-answer rate (and a 7% boost in bookings) using RingCX
30,000
calls answered monthly by
the Guest Care team using RingCX
the Guest Care team using RingCX
Overview
The Escape Game struggled with a legacy contact center system that suffered from frequent downtime, unpredictable usage-based pricing, and delayed support. By migrating to RingCX and leveraging integrations within the RingCentral App Gallery, the company stabilized its national Guest Care operations and gained deep visibility into team performance. This shift allowed them to maintain their high standards for guest experience while significantly increasing revenue, reducing operational overhead, and even cutting their contact center costs by 50%.
Since we migrated to RingCX, our rate of calls answered is up 16%, bookings are up 7%, and we’re operating 100% more efficiently.
Daniel Daher
,
Senior Director of Marketing
About our customer
The Escape Game has hosted over 10 million guests in 50+ iconic US locations, including The Mall of America and International Drive. Renowned for hand-crafting adventures in its own "Adventure Factory," the company is a trusted industry leader commissioned by major brands like Disney, Amazon Studios, and NBC/Universal to build custom immersive experiences.
The challenge: Unreliable systems and scaling friction
As The Escape Game expanded its footprint by 10 new locations annually, their existing contact center software buckled under the pressure of continually increasing call volume. Unreliable vendor support underscored the need for The Escape Game to find a more modern, centralized, and scalable contact center solution.
- System instability: Frequent outages during national expansion hindered the mission to provide "epic" experiences.
- Unpredictable overhead: Fluctuating bills tied to call volume made budget planning a constant headache.
- Support delays: Inaccessible technical assistance led to extended resolution times for critical communication hurdles.
The solution and ROI: A world-class guest care solution powered by AI
In order to address the limitations of their previous software, The Escape Game moved to a more flexible, cloud-native contact center environment. By moving away from rigid, legacy tools and embracing integrated intelligence, they empower their Guest Care team to be more helpful and responsive to every caller.
- RingCX increases call-answer rates by 16%, enabling the team to handle 30,000 monthly calls and boost bookings by 7% through customized reporting that optimizes staffing for peak hour-by-hour volumes.
- RingCX improves operational visibility by 100% through the use of searchable call recordings and transcripts that highlight winning guest interactions, while AI Agent Assist uncovers critical performance intelligence, such as identifying "agreeability" as the key sentiment driver for successful call outcomes.
- RingCX enables a 100% increase in efficiency by automatically marking specific calls as leads and then using the "Fetch Leads" feature to populate the phone numbers and auto-dial those leads for immediate follow-up.
What’s next for The Escape Game
The Escape Game plans to continue its rapid growth while utilizing RingCX to facilitate better teamwork and more efficient staff training. By leveraging the reporting "sandbox" to find information on any metric, the company is set to refine its unique Guest Care KPIs further. This partnership ensures that a brand built on the craftsmanship of physical puzzles continues to lead the industry through the adoption of sophisticated digital communication.
To learn more about our customer, visit The Escape Game.
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