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A woman wearing a headset speaks to a customer

How Echo Global Logistics ships smarter with RingCentral AI

Region

Americas

Company size

400–4,999

Industry

Transportation & Logistics

Products used

Key integrations

KEY METRICS

~50K

logistics partners

1K+

hours saved across the company

~50K

daily shipments in transit

Overview

Echo Global Logistics ran on a legacy phone system that couldn't integrate with Salesforce, leaving sales leaders blind to rep activity. By moving to RingEX and RingCX — paired with AI Conversation Expert (ACE), AI Quality Management (AI QM), and the RingCentral Open Platform — Echo now automates call summaries, coaches smarter, and saves over 1,000 hours across the company.

RingCentral’s ACE and AI QM provides us with the detailed insights for coaching on individual calls, and the executive dashboard connects the dots by rolling up all that data into a clear, concise view of the major trends impacting the entire business. We used to have call data. Now, we have business intelligence. It’s that simple.

Zach Jecklin

,

Chief Information Officer

About our customer

Echo Global Logistics, based in the Midwest, has helped North American businesses move freight across road, rail, and port for more than 20 years. Today, more than 35,000 businesses rely on Echo and its network of 50,000+ transportation providers.

The challenge: A legacy phone system stalling growth

Echo moves roughly 50,000 shipments at any given time, and that scale runs on fast, dependable conversations with customers and carriers. Its legacy on-premises phone system couldn't keep up. With no real reporting, no Salesforce integration, and remote sellers drifting to personal cell phones, the result was a disjointed experience for sellers and contact center agents, and missed sales opportunities for Echo.

Zero visibility: The legacy system offered little monitoring or reporting, limiting leadership's view into day-to-day communications.
No CRM integration: Every lead update depended on reps entering it by hand, so records were often incomplete. Managers had no way to confirm whether follow-ups happened, how fast, or what came of them.
Untracked conversations: With remote sellers on personal cell phones, customer calls happened outside the company system, leaving no record to review or coach from.

The solution and ROI: Every call connected, every insight captured

To overcome its visibility and workflow gaps, Echo Global Logistics transitioned to a unified cloud platform, identified alongside its trusted IT consulting partner, Ascenda. That platform now runs on RingEX, AI Conversation Expert (ACE), RingCX, AI Quality Management (AI QM), and the RingCentral Open Platform, a combination that delivers the following results:

RingEX ACE keeps ~50K daily shipments moving with five-9s reliability, while automated call summaries save reps 1K+ hours and help Echo close more business.
RingCX AI QM powers the service desk, 24/7 dispatch line, and finance team, with coaching insights that lift customer satisfaction, win rates, and shipping volumes.
RingCentral Open Platform connects both sides of the business. The prebuilt Salesforce integration from the RingCentral App Gallery logs every sales call in the CRM automatically. Open APIs add click-to-call and call logging to Echo's proprietary Transportation Management System, so dispatch teams reach any of their ~50K carrier partners in one click.

Screenshot of the RingCentral app showing an inbound call interface with customer metrics and scorecards for evaluating performance.

What’s next for Echo Global Logistics

Echo is focused on finding more ways to put RingCentral AI to work across its operations. With ACE and AI QM already proving their fit, the team plans to keep uncovering insights, sharpening decisions, and pushing the boundaries of what the platform can do. By pairing more than 20 years of freight expertise with RingCentral's AI, Echo is building its next chapter on the same foundation as its first: reliability customers can count on.

To learn more about our customer, visit Echo Global Logistics.

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