8x8 Launches Powerful Suite of Analytics & Reporting Tools to Help Enterprises Transform Communications from a Utility to a B...
February 03 2015 - 8:15AM
Business Wire
Comprehensive Big Data Solution Compiles
Real-Time and Historical Data Viewable on Any Device to Provide
Actionable Business Insights
8x8, Inc. (NASDAQ:EGHT), a leading provider of cloud-based
unified communications and contact center solutions, today
announced the availability of a powerful suite of big data
analytics and reporting tools designed to provide enterprises with
an insightful view of the communications activity and trends within
their organization.
The 8x8 Virtual Office Analytics suite of services delivers a
detailed and customizable view of real-time and historical
information associated with the services, extensions and devices in
an organization’s Virtual Office telephony deployment, including
data associated with internal and external call activity, call
queue and ring group status, call quality and individual end-point
device status around the globe. The cloud delivery mechanism of
8x8’s services enables this analytics suite to collect data from
many distributed locations and centralize reporting and analysis of
the data at a single point.
“The new 8x8 analytics tools are an invaluable addition to 8x8’s
services,” said Ron Godine, IT Director at TMW Systems, a leading
provider of enterprise transportation management software and long
time 8x8 customer. TMW has deployed 8x8’s telephony, unified
communications and contact center solutions to more than 1,000
users across seven locations. “We intend to use these tools not
just to give us performance analysis of the 8x8 communications
solution, but to also provide TMW’s management insight into our
business operations. This capability really advances the 8x8
solution to more of a business transformation tool as opposed to a
simple replacement phone system.”
To develop the 8x8 Virtual Office Analytics solution, 8x8
leveraged its own big data infrastructure and methodology, which
was originally designed to help identify problems with customer
networks, provide proactive customer service, obtain marketing and
service utilization data and manage carrier quality and service
optimization. The Virtual Office Analytics suite makes this same
big data environment customer facing, with a responsive design that
works equally well on mobile and desktop devices.
“8x8’s robust communications analytics and reporting solution
raises the bar for other cloud-based telephony and unified
communications providers targeting larger midmarket and enterprise
customers,” said Elka Popova, North American Program Director,
Unified Communications & Collaboration Information and
Communication Technologies at Frost & Sullivan. “As more and
more enterprises migrate their communications infrastructure to the
cloud, demand for these tools and other adjunct capabilities that
support strategic business initiatives and growth will become
increasingly important. 8x8 has taken a big step forward in its
move upmarket with this latest service offering.”
Most cloud-based reporting tools, generally offered as part of
basic service packages, only provide primitive historical reports
that limit visibility and decision-making data. 8x8’s Virtual
Office Analytics is tailored to provide deeply layered details and
intelligence to enable improvements in areas such as workgroup
collaboration performance, sales campaigns effectiveness, customer
experience management and staffing requirements, with the added
capability to manage and monitor call quality and distributed work
groups around the globe. 8x8’s Global Reach technology enables
worldwide call routing tracking and media optimization.
Calls that enter a distributed enterprise are also tracked by
individual connections throughout the business, not just at the
call level. For example, a call to an auto-attendant that is
distributed to a 50-person ring group where each extension has
multiple endpoints is tracked to its ultimate destination, as well
as all intermediary routings along the way, allowing for
unprecedented opportunities for business reporting and
analytics.
“Business communications is no longer being viewed as a simple
utility,” said 8x8 CEO Vik Verma. “We’re hearing a common theme
from CIOs these days surrounding the broader business value being
derived from 8x8’s cloud-based solutions far beyond mobility,
productivity and cost savings. 8x8’s Virtual Office Analytics &
Reporting solution takes enterprise communications to the next
level with easily accessible, actionable insights that can have a
tremendous impact on decision making and growth.”
8x8 Virtual Office Analytics is offered in three configurations:
“Analytics Essentials,” a comprehensive set of unique dashboards
and reporting options for all extensions in an organization’s 8x8
cloud PBX; “Analytics Supervisor,” a workgroup dashboard and
reporting tool that provides a real-time view of all call activity
in any designated call queue or ring group within the 8x8 cloud
PBX; and “Analytics Service Quality,” a quality management
dashboard that provides real-time information about the status of
all endpoint devices in addition to Individual call and
consolidated MOS score detail for trouble analysis and resolution.
For additional information go to:
https://www.8x8.com/voip-business-phone-services/analytics.
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 40 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, or www.8x8.com/UK or connect with
8x8
on Google+, Facebook, LinkedIn and Twitter.
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8x8, Inc.Tim Polakowski, 408-883-8434tim.polakowski@8x8.com
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