What Makes 8x8 so Great? Just Ask Its Customers
January 23, 2013
By Susan J. Campbell
, TMCnet Contributing Editor
In the course of one day, how often do you pay attention to the benefits of yours phone service? You may not notice this while at home; however, if the success of a business depends on a reliable and accurate phone system, you can be sure the benefits are noticed. More specifically, if that business is a call center or contact center, phone service quality is undeniably critical to achieve optimal operations – and perhaps most crucial of all, customer satisfaction.
Call centers that operate on a smaller scale unfortunately don’t always have access to enterprise-grade phone services afforded by their larger competitors. To compete on a level playing field, however, they simply can’t sacrifice functionality. Fortunately, 8x8’s (News - Alert) got your back, as its renowned Internet phone service can make even the smallest call center appear to the customer base as large as the bustling 1,000 seat competitor.
The Real Benefits of 8x8
The benefits afforded by the 8x8 Internet phone service include a conference bridge, an auto attendant, ring groups, a corporate directory, music-on-hold, transfers, caller ID and more. To easily manage communications with voicemail notification, call history and even data on the PC, an online dashboard is also available.
The VoIP technology inherent in the 8x8 service not only reduces the cost of local, long distance and international calls, but it also eliminates the need to invest in an on-site PBX (News - Alert) phone system. 8x8 also offers an extensive list of optional features that can be added and customized according to the needs of the contact center. Plus, the service, features and phones are all provided by one simple vendor, eliminating the need to find, negotiate with and manage more than one.
For the call center or contact center with multiple locations, the 8x8 system will allow all agents to work as if they unified and located in one building. This ensures that processes are streamlined and that the capabilities generally afforded by a much larger company are available for these smaller competitors. These smaller companies need only briefly explore the capabilities in the 8x8 platform to see just how far they can go.
Real World Applications
Nothing proves the validity and power of a technology solution than customer testimonials. Customer feedback, whether good or bad, serves as a critical element in advancing a company’s offerings as well as celebrating its achievements. In this case, 8x8 is enjoying the latter, as it recently beamed in a company blog.
Even the vendor was surprised at some of the results they found. The mobile app, for instance, is certainly a convenience feature, allowing users to access the 8x8 service on Android (News - Alert) and iOS devices without incurring expensive cellular rates. While this can significantly improve efficiency and productivity for employees, one major insurance company CIO went above and beyond to tell the company that its claims adjusters in the field solely rely on 8x8 to record calls and listen to office voicemail on their smartphones. They also use the video feature on their tablets to share visual assessments of damages with colleagues in the office.
So impressed was 8x8 with its customer stories that they created an eGuide, Six Ways Your Small Business Can Save with Internet Phone Service. With one click, you can register and download the guide for your own use, learning how you can leverage the same tools in your business to drastically reduce the cost of communications and optimize efficiency and productivity.
If that’s not a telling sign of good business and customer service, then I don’t know what is.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Allison Boccamazzo