8x8 Slashes Call Answer Times By 10-15 Percent; Dramatically
Reduces Call Abandonment Rates
8x8, Inc. (NASDAQ:EGHT), a leading provider of cloud-based unified
communications and contact center solutions, today announced that Bailey
International LLC has deployed 8x8’s full cloud communications
portfolio. 8x8’s award-winning Virtual Office and Virtual Contact Center
(VCC) will help Bailey dramatically improve call center costs and
service, disaster preparedness and recovery, as well as streamline work
flows and processes, and support rapid growth.
Bailey International is a leading manufacturer and distributor of
hydraulic components used in agriculture, transportation, construction,
oil and gas, mining, and forestry, and has worked diligently to enhance
operations and grow its business. One of the recent major projects
Bailey focused on was improving its call center operations and customer
service, selecting 8x8 as its cloud communications partner to help the
company up-level these two critical areas.
8x8’s Enterprise Communications-as-a-Service (ECaaS) solutions help
businesses transform internal and external communications, offer
increased business agility and move IT complexities to the cloud—while
greatly improving business responsiveness for companies of any size. As
the only integrated
communications platform, 8x8 combines core business telephony and
contact center functionality onto a single, secure cloud-based platform.
The integrated 8x8 VCC and Virtual Office solution was chosen because it
offers a full complement of sophisticated call center and unified
communications features, such as fax numbers and conferencing. Since
8x8’s integrated solutions run in the cloud, they reduce IT workloads
and costs while enabling employees to work remotely from anywhere in the
world to deliver a superior customer experience— even during storms and
other natural disasters. Additionally, 8x8 provides capabilities that
streamline call center and IT operations, call data used to optimize
operations, and scalable technology that supports corporate expansion.
“8x8 offers a highly compelling, cost-effective turnkey solution as a
single vendor, and that was a huge win for Bailey,” said Jeremy Hall,
Systems Analyst for Bailey International. “Previously, we had a
third-party provider for hardware, maintenance and software licenses,
and a major telephony carrier for trunk PRI lines and telephone service.
8x8 handles everything for us in one bill. This gives us the confidence
and security knowing that we can work with a single vendor to help drive
and manage our business. And with increased visibility into call center
KPIs, we’ve made changes that significantly reduced call abandonment
rates as well as call answer times by 15 percent.”
8x8 helps Bailey minimize costs in two key areas:
-
VCC intelligently routes multi-channel communications, enabling
customers to use the most efficient channel, improving the overall
customer experience and increasing agent productivity
-
8x8’s Virtual Office reduces telephony costs by 10-15 percent, and
with a cloud based system, IT no longer needs to install, manage and
support on-premise equipment
As Bailey scales over time, the growth process will also be simplified.
For example, if Bailey acquires a company, it can now add it to the 8x8
telephony platform within three to four weeks. With the system already
deployed, Bailey can manage the phones from a centralized location.
Across any location, employees can call each other using the same
four-digit extension or paging system.
“Today’s businesses can thrive or die by their customer experiences and
infrastructure costs,” said Enzo Signore, 8x8’s Chief Marketing Officer.
“Fast-growing, agile companies like Bailey are driving the move from
premises-based telephony and call center solutions to the cloud in an
effort to improve the customer experience, increase staff productivity
and support continued growth over time. 8x8 uniquely offers businesses a
highly integrated, full-featured cloud communications solution built to
reduce costs, simplify operations, elevate the customer experience, and
increase call center efficiencies and workflows non-existent in legacy
systems.”
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.
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