RingCentral Australia has inked a deal with BridgeClimb, the operator of the Sydney Harbour Bridge Experience, to provide contact centre and office solutions to replace BridgeClimb's legacy on-premise infrastructure.
BridgeClimb deployed RingCentral Office and RingCentral Contact Centre Solutions across its entire staff in October 2019 – a rollout that took just seven weeks.
The RingCentral Office solution provides voice, video, online meetings and team messaging to support the communications needs for all BridgeClimb's staff members. With this solution, BridgeClimb has replaced at least five different internal systems that they had been running previously to provide these various capabilities.
RingCentral Contact Centre now provides BridgeClimb's customer service team multichannel capabilities with email, phone and chat in a universal queue. It is integrated with RingCentral Office and provides extensive performance reporting and analytics across the entire platform.
BridgeClimb's head of IT Parth Gandhi explains that the company wanted to upgrade all of its business systems, with the flexibility to scale in the future.
“When we were assessing unified communications and contact centre solutions, RingCentral ticked all the boxes in terms of functionality and cost savings. I also like choosing partners with a vested interest in continually enhancing their systems over time, which is exactly what you get with RingCentral. The transition to our new RingCentral environment was smooth.
With BridgeClimb is also undergoing ‘an extensive digital transformation'. As such, the ability to integrate ‘out of the box' with many other systems and applications was another critical decision factor. RingCentral is already integrated with BridgeClimb's Microsoft Office 365 environment, and the company will be looking to other integrations in the future, including a new CRM solution.
RingCentral's Professional Services team completed the design, configuration and implementation of the unified communications and contact centre solutions.
“We're delighted to be associated with the iconic Sydney tourism experience BridgeClimb, and really looking forward to seeing how the BridgeClimb team leverages RingCentral's open platform for further innovation and business transformation as they roll out new digital applications and services,” says RingCentral's regional sales vice president for Asia Pacific, Peter Hughes.
BridgeClimb states that there are strong benefits in terms of resiliency, user experience, and scalability.
Resiliency – BridgeClimb no longer has any single points of communications failure and no reliance on any physical infrastructure. RingCentral has a high availability, fully redundant cloud and telecommunications infrastructure, end-to-end performance monitoring and SLAs, and real-time disaster recovery.
User experience – as a people-first organisation, the employee experience is critical for BridgeClimb. RingCentral's user interface is very intuitive with similar functionality to the consumer communications apps that are already very familiar to most users. This made the transition to RingCentral a very smooth experience for BridgeClimb's staff, and also ensures easy onboarding and training for new employees.
Scalability – with RingCentral's subscription model and no communications hardware requirements or user onboarding constraints, BridgeClimb can continue to grow its business without any technology limitations.