All case studies
Freight ManagementENHANCED TRAINING
Replacing CSAT Surveys with Real Conversation Intelligence.
The customer, a freight management business, was seeking better visibility into customer experience and service quality. Their original plan was to program the existing phone system to run post-call CSAT surveys to stay on top of issues and complaints.
10+
Consultants recorded
100%
Calls analysed
10hr
Weekly QA time saved
The challenge
- The customer was already using RingCentral for cloud telephony but had limited visibility into customer conversations.
- Traditional CSAT surveys provided delayed and subjective feedback, making it difficult to proactively identify complaints, sentiment, and coaching opportunities.
- They needed a smarter, data-driven way to understand customer experience — without disrupting their existing phone system.
Our solution
- MCS Communications implemented Dubber, natively integrated with the customer’s existing RingCentral platform.
- RingCentral remains the system for phone configuration and call handling.
- Dubber becomes the platform for call recording, transcription, analytics, and insights.
- Using RingCentral’s existing API integration and enabled Automatic Call Recording (ACR), calls were seamlessly ingested into Dubber — unlocking advanced conversation intelligence with minimal effort.
The results
- Improved visibility into customer sentiment.
- Faster identification of recurring issues.
- Stronger staff training and performance management.
- Compliance audits now completed in hours, not days, with keyword-triggered flagging.
- Scalable insights without replacing existing systems
“Simple and effective. I like it much better.”
NC
National Customer Experience Manager
Freight People
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