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Bright MLS Connects Distributed Workforce and Enhances Customer Experience with RingCentral Cloud Communications and Contact Centre Solutions

RingCentral, a leading provider of global enterprise cloud communications and collaboration solutions announced that Bright MLS, one of the nation’s largest real estate multiple listing services (MLS), has selected RingCentral’s unified solutions across voice, video, online meetings, and contact centre to boost workforce productivity and enhance the customer experience.

Serving approximately 85,000 real estate professionals who in turn serve over 20 million consumers, Bright MLS is a combination of two leading multiple listing services, MRIS and TREND, along with a number of other similar organizations in the Mid-Atlantic region. With the formation of the new entity and the offering of more listings across a broader geographic area, Bright MLS needed to standardize its new IT environment to better connect its distributed workforce and contact centres across the Mid-Atlantic.

Previously, Bright MLS had legacy on-premises systems, which primarily supported voice-only communications and were difficult to support a distributed workforce. By standardizing on RingCentral’s cloud communications platform, Bright MLS uses RingCentral Office® to connect its workforce across distributed locations and enable communication across different modes. In addition, Bright MLS also uses RingCentral Contact Center™to better support customer engagement.

“Our real estate professionals conduct $100 million worth of transactions each hour,” said Garry Marsoubian, Senior Vice President of IT and Project Delivery at Bright MLS. “With RingCentral, we’re able to enhance the customer experience while saving costs, making it a business decision that translates to tangible value across our organization. RingCentral has addressed the confidentiality, integrity, and availability questions that all IT leaders must ask when considering cloud services and solutions.”

The other key aspect of RingCentral that convinced Bright MLS it was the right solution was the availability of a robust call center solution, RingCentral Contact Center.

Vernon Jones, Vice President of Customer Supportexplains: “Every minute that our customers are on the phone with a support representative is a minute that they aren’t initiating or closing deals. Our call centres have to be available to their fullest extent, and the support reps need tools to answer questions quickly. RingCentral Contact Center makes that happen.”

Key benefits of RingCentral for Bright MLSinclude:

  • Enhanced mobility: Real estate agents can work remotely while staying engaged with customers and peers through web and video meetings with RingCentral Meetings™.
  • Robust contact centre solution: RingCentral Contact Center empowers customer support centre managers with the visibility and reporting tools they need to ensure that everyone is working optimally.
  • Open platform: Integration with Salesforce CRM allows support agents to handle calls from directly within Salesforce, ensuring an extra measure of efficiency to answer questions quickly.
  • Security: Meets the Bright MLS vetting process for confidentiality, integrity, availability; and follows the same model Bright MLS has architected—multiple data centres with highly redundant circuits.

“Standardized on a single cloud communications solution, Bright MLS is an example of the harmony that can be achieved in an organization with multiple locations and a distributed workforce,” said Ryan Azus, EVP of Global Sales and Services at RingCentral. “We look forward to further supporting their needs in the future as their business evolves.”