Optimum Credit has turned to RingCentral to replace its customer-facing communications platform and help it adhere to new industry regulations, with the RingCentral Office and Contact Centre solution.
Cardiff-based Optimum Credit has been experiencing rapid growth since it was founded in 2014.
The company has succeeded in its mission to shake up the second charge mortgage market, but its growth has resulted in a scramble to maintain adherence to fast-changing industry regulations.
Paul Strinati, Founding Partner & IT Director at Optimum Credit, explained that on launch, Optimum Credit was operating on off-the-shelf cloud-based software services but as the company grew and industry regulations evolved, it needed a more scalable long-term solution.
“Since launch in June 2014 we have been quickly growing but the need to comply with Payment Card Industry Data Security Standards made it clear our existing telephony service just wasn’t up to the task,” Strinati said.
Optimum had several criteria for the new communications solution:
- Absolute reliability with the option to scale with the growing business
- Ability to integrate with Optimum’s in-house Lending Platform
- Support for self-service functionality through IVR integration
- Omnichannel contact centre capabilities supported by granular MI
- The need to support a flexible and secure method for card detail capture whilst meeting the requirement to record calls
- Ability to adapt to future regulatory changes
Strinati arranged demonstrations from several telecommunication service providers, but was persuaded by RingCentral’s expertise and enthusiasm.
“In many ways they are like us, a technology-driven business with a can-do attitude,” he explained.
“Even in our initial meeting when we raised issues that the incumbent service provider had said were difficult and often expensive to overcome, they were already discussing solutions that they had previously deployed that they were sure would work for us—it was refreshing!”
Optimum chose the RingCentral Office and Contact Centre solution for its company-wide and customer-facing communication platform.
The deployment focused on voice and intelligent IVR with self-service options to help customers connect more quickly to the agent best able to handle their needs.
The new solution has improved the experience for customers and staff, according to Strinati.
“We are now looking at flexible working patterns that could allow our mortgage advisors and call agents to work from home while still meeting our security and regulatory requirements,” Strinati said.
“In RingCentral, we have a platform in which we have absolute confidence plus a shared ethos that believes that almost anything is possible.”
To find out more about RingCentral, visit: www.ringcentral.co.uk