8x8’s Virtual Contact Center Delivers Highly Personalized Customer
Experience
8x8, Inc. (NASDAQ:EGHT), a leading provider of cloud-based unified
communications and contact center solutions, today announced that
Bizmatics has deployed 8x8’s Virtual
Contact Center (VCC), the company’s flagship, award-winning contact
center solution to re-engineer its support systems for Bizmatics’ Electronic
Medical Record (EHR) software, PrognoCIS.
Bizmatics went live with VCC in July after only two months, replacing a
legacy PBX system across three locations. Using the CRM integration and
reporting tools built into VCC, Bizmatics will be able to effectively
manage a support center and meet customers’ immediate expectations—while
enabling seamless scalability with 100 percent cloud deployment.
In today’s fast-paced healthcare environment, medical practices need to
capture, retrieve and process various types of data quickly throughout
the day. VCC enables Bizmatics to enhance call handling and offer a
highly improved customer experience. With 8x8’s flexible, web-based
system administration capabilities, the company can now seamlessly
uplevel its overall customer experience.
A move to the cloud was a natural choice since Bizmatics delivers its
own PrognoCIS software suite via the cloud. The primary selection
criteria were feature-richness, HIPAA compliance, scalability,
flexibility and value. At the end of the comprehensive review, 8x8
remained the frontrunner across all five areas. Specifically, call
tracking and advanced reporting are areas that make staffing more
efficient and 8x8’s management tools have already dramatically increased
agent productivity. In addition, supervisors can use VCC call recording
and real-time monitoring to coach individual agents and evaluate their
performance. The 8x8 wallboard gives managers an instant snapshot of the
entire contact center, so they can see how many callers are waiting and
which agents are available—allowing them to make timely adjustments to
the queue.
“The robustness of the VCC architecture and redundancy definitely help
me sleep at night,” said Andrey Ostashko, Bizmatics’ Support Director.
“VCC is a well-engineered, sophisticated solution that is known
industry-wide for its quality, security and reliability. 8x8’s
technology and support have been rock solid and the transitions from
pre-sales, to pilot, to production were seamless. Working with 8x8 has
been a positive experience, and VCC has had an immediate, meaningful
impact on our business.”
About 8x8, Inc.
8x8, Inc. (NASDAQ:EGHT) is the trusted provider of secure and reliable
enterprise cloud communications solutions to more than 40,000 businesses
operating in over 100 countries across six continents. 8x8's
out-of-the-box cloud solutions replace traditional on-premises 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 conferencing. For
additional information, visit www.8x8.com,
www.8x8.com/UK or connect with 8x8
on LinkedIn, Twitter,
Google+ and Facebook.
About Bizmatics, Inc.
Bizmatics, developers of PrognoCIS Electronic Health Record software, is
developed and marketed to improve healthcare productivity for medical
practitioners and healthcare providers. PrognoCIS is more than just an
EHR by including medical records, billing and practice management.
Headquartered in San Jose, California. PrognoCIS EHR and other products
are used by thousands of medical professionals across the U.S., Puerto
Rico and the Caribbean. Learn more at: http://www.prognocis.com.
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