The Playhouse Square Foundation, the second largest theater district next to New York City’s Broadway, operates as a non-profit organization. Adhering to budget constraints while seeking to modernize, Playhouse Square was using an outdated Cisco call manager system, which was no longer under maintenance. They required a more advanced contact center platform that could enhance their customer service and support their hybrid work strategy.  

Positive Results provided a comprehensive solution by implementing a combination of RingCentral UCaaS and NICE inContact for their contact center operations. 

Client’s Initial Situation 

Before Positive Results’ involvement, Playhouse Square’s legacy Cisco call manager system hampered their ability to manage calls efficiently. With over 200 employees spread across various theaters, offices, and remote locations, the organization needed a streamlined communications management approach. Despite being a Microsoft-centric environment, they faced integration challenges with their existing system.  

Compounding these issues, they were locked into an unfavorable contract with a legacy provider. Positive Results played a crucial role in negotiating a contract exit, paving the way for the new contact center implementation that would significantly improve their service capabilities. 

Solution Implementation 

Positive Results collaborated closely with Playhouse Square’s Vice President and RingCentral’s Professional Services to define a detailed project scope. This included retiring the outdated Cisco system, assessing bandwidth requirements, and deploying unified communication and contact center applications.  

The NICE inContact platform was integrated with Playhouse Square’s existing e-commerce system, optimizing call routing for better customer experience. Our implementation approach involved a streamlined online methodology, allowing for smooth transition and quick adaptation. 

Results and Benefits 

1. Achieved a 22% reduction in annual communication expenses. 
2. Streamlined communications for over 200 employees, enabling effective hybrid work through computers, desk phones, and mobile devices. 
3. Enabled the call center to be fully operational on the new platform within 3 months, ensuring rapid user adoption and training. 
4. Enhanced call routing improved customer experience, allowing customers to easily procure tickets and receive assistance. 
5. Empowered the IT team with advanced analytics and support tools from RingCentral, enabling proactive platform assessment and real-time support. 

This overhaul enabled Playhouse Square to manage increased call volumes efficiently, particularly during high-demand periods, and maintained high levels of customer service. 

Challenges and Solutions 

During the early stages post-implementation, Playhouse Square faced a significant challenge due to insufficient throughput to handle the surge in inbound calls. The Positive Results team, working in conjunction with RingCentral, swiftly addressed this by increasing the number of open ports and implementing an elastic approach, allowing the infrastructure to adapt to fluctuating demands. This flexibility ensured continuity in service and mitigated potential business losses, thereby maintaining operational efficiency.