DMV Veterinary Transforms Emergency Care With 8x8 Contact Center for Microsoft Teams

Cloud communications leader 8x8 recently announced DMV Veterinary Centers, one of Canada’s leading  animal emergency service providers, is utilizing the 8x8 Contact Center for Microsoft Teams platform to support growing demands for pet owners across the country.

Pet adoption rates have risen by 50% in Canada over the last year, and DMV centers across Canada have noticed a serious jump in phone traffic (a 60% rise) for emergency calls. However, limited call center staff and existing tech resources have made it extremely difficult to manage these important calls, making it challenging to give animals the support they need in a timely manner.

Taking advice from IT consulting firm Solulan, leaders at DMV turned to 8x8 (News - Alert) to provide customers with more efficient service, with 8x8 Contact Center making it possible for urgent calls to be rerouted to available agents during highly active call periods.  The contact center integration also comes equipped with a callback feature, allowing callers to tend to their pets without having to wait on the line. Agents now also have the ability to send SMS updates to callers, so owners can receive instructions on the next steps for emergency care.

“We desperately needed to reduce caller wait times and automate manual tasks in order to better serve our customers and provide their pets with the highest possible level of care,” said Noël Grospeiller, VP of Client and Employee Experience at DMV Veterinary Centers. “DMV Veterinary Centers looked at multiple offerings and only 8x8 had the contact center solution and automation capabilities, complete with the Microsoft (News - Alert) Teams integration, that we were looking for.”

Outside of call center improvements, the 8x8 Contact Center solution is making it possible for DMV managers to utilize data to continuously assess agent performance.  DMW is now also capable of automating SMS appointment reminders with the 8x8 CPaaS SMS API, allowing agents to allocate more time for customer inquiries requiring human intervention. 

“8x8 Contact Center for Microsoft Teams, together with 8x8 CPaaS, allows DMV Veterinary Center to collaborate seamlessly in Teams while enhancing customer engagement,” added Ken Berryman, Chief Sales Officer at 8x8, Inc. “Their specific business requirements include creating critical call flow structure, reporting, and analytics, all of which allows DMV to concentrate on its core objective - caring for pets.”

 


Edited by Luke Bellos