8x8, Inc. (NASDAQ:EGHT), a provider of
cloud-based contact center, unified communications and collaboration
services, today announced that BioSolutia, Inc., a Florida-based
provider of specialized pharmaceutical services, has deployed 8x8
Virtual Contact Center with built-in Netsuite integration in its
reimbursement contact center.
Founded in 2004, BioSolutia offers a wide range of consulting services
to pharmaceutical manufacturers. In 2012, the company launched a
reimbursement contact center that manages the benefit investigation for
specialty medications with the goal of matching insurance coverage with
the appropriate specialty pharmacy for fulfillment of a prescription.
The company works with doctors, patients, insurance companies and
specialty pharmacies to get prescriptions filled quickly and
cost-effectively.
Initially, BioSolutia chose a different provider for its reimbursement
contact center but, during the first year, the contact center’s
reliability was an issue, causing potential problems for the company and
its clients. “Calls were not getting to agents as designated, and we had
to implement various workarounds,” recalled Nick Black, senior director,
implementation and operations at BioSolutia. “Although our previous
solution was competitively priced, it didn’t provide the reliability we
needed. Even occasional downtime is too much in an industry like ours.”
Because uptime is crucial for the contact center and HIPAA compliance
was a must have, 8x8 was recommended by TruPoint Communication
Solutions, the company’s Florida-based communications consultant.
Integration with Netsuite, the platform for BioSolutia’s highly
customized CRM application, was also a key factor of TruPoint’s
recommendation.
As the company began implementation of a sizable program, Black decided
to seize the opportunity and swap out the contact center platform. He
contacted communications consultant John Berardi, president of TruPoint
Communication Solutions. Together they identified the key requirements
for BioSolutia’s new contact center: reliability, security, flexibility,
preview dialing, skills-based routing, conference bridges and
integration with Netsuite.
Berardi sourced a handful of vendors, but 8x8 immediately stood out as
the front-runner for both Berardi and Black. “Uptime is essential for
BioSolutia’s contact center, so geographic redundancy was at the top of
our evaluation criteria,” noted Berardi. “8x8 has two network operations
centers located in different parts of the U.S. That fact alone made me
want to take a closer look.”
Another major bonus of the 8x8 solution was out of the box integration
with Netsuite. Berardi noted that this integration gives contact center
agents the ability to quickly access the customer data and history so
they are better prepared and can begin taking calls sooner.
“The 8x8 Virtual Contact Center has all the capabilities we need, and
the feel of the platform is really slick,” said Black. “8x8 also offers
an integrated solution that combines phone service and a contact center.
Dealing with one provider instead of two is a huge bonus for us and
uptime has improved tremendously, as has call quality. It’s wonderful to
have a contact center our clients can count on. We no longer have to
worry about not being able to service clients due to call center
application downtime.”
8x8’s state-of-the-art features have also significantly improved contact
center operations. Supervisors can easily monitor calls and access call
recordings for training purposes. Mobile wallboards and automatic alerts
let them know when the number of calls in queue, wait times, or
abandoned calls are exceeding service levels so they can quickly add
more agents or change agent priorities.
“8x8 gives our supervisors much more visibility into the contact center,
which has made us more efficient in handling calls,” said Black. “8x8
even provides for wrap-up time so agents can enter notes about a call
before moving on to the next one.”
TruPoint also configured an MPLS node in BioSolutia’s contact center.
This customized implementation provides a private network connection for
the company and further ensures the security of their communications.
“Given that we work with sensitive healthcare data, network security is
paramount for us,” said Black.
Berardi noted that 8x8’s focus on finding solutions that work for the
customer and willingness to support customized configurations set it
apart from other providers. “The 8x8 Enterprise Team has been very
responsive in supporting us and helping us minimize costs,” said
Berardi. “I will definitely recommend 8x8 to other TruPoint clients.”
About 8x8, Inc.
8x8, Inc. (NASDAQ:EGHT) is the trusted provider of secure and reliable
cloud-based unified communications and virtual contact center solutions
to more than 40,000 small, midsize and distributed enterprise
organizations operating in over 40 countries across six continents.
8x8's out of the box cloud solutions replace traditional on-premise PBX
hardware and software-based systems with a flexible and scalable
Software as a Service (SaaS) alternative, encompassing cloud business
phone service, contact center solutions, and web conferencing. For
additional information, visit www.8x8.com, or
www.8x8.com/UK or connect with 8x8
on Google+, Facebook, LinkedIn and Twitter.
About BioSolutia, Inc.
Founded in 2004, BioSolutia is the first comprehensive "Channel
Development Organization (CDO)" providing customized strategic
consulting and pharmaceutical services involved in commercialization and
support services solutions and other key services to the biotechnology
and pharmaceutical companies, and critical expertise to the managed care
payer marketplace, in assisting them in managing the unique challenges
of specialty, orphan and ultra-orphan pharmaceuticals.
Copyright Business Wire 2014