ACCO Brands Streamlines Customer Experience With 8x8
July 01 2015 - 8:17AM
Business Wire
World Leading Company Improves Customer
Experience Through Cloud-Based Reporting Tools
8x8, Inc. (NASDAQ:EGHT), a leading provider of cloud-based
unified communications and contact center solutions, today
announced that ACCO Brands, one of the world's largest suppliers of
branded office products, has streamlined its contact center system
by replacing its on-premise legacy solution with 8x8’s cloud-based
enterprise communications platform.
ACCO Brands Corporation is one of the world's largest suppliers
of branded school, office and consumer products, and print
finishing solutions. The company's widely recognized brands include
AT-A-GLANCE®, Day-Timer®, Five Star®, GBC®, Hilroy®, Kensington®,
Marbig, Mead®, NOBO, Quartet®, Rexel, Swingline®, Tilibra®, Wilson
Jones® and many others.
Reporting was a key driver in choosing a new system. Based in
Aylesbury, Buckinghamshire in the United Kingdom, with offices in
cities across Europe with separate systems, ACCO Brands was
struggling to converge all its customer experience data. With its
previous on-premise solution, it was impossible to measure incoming
calls and monitor why customers were calling. Using 8x8’s Virtual
Contact Center, the company now has the ability to track inbound
calls to build a deeper understanding of its customer base, and
ultimately deliver superior service.
“The benefits of moving our contact center to a cloud-based
system like 8x8 were huge,” Sam Ludlow, European Customer Services
Director at ACCO Brands. “The whole system was installed within
days and switched across overnight, meaning no downtime in our
service – which was key for us. Our customers may have seen no
difference in the way they reach us, but at the back-end, it’s a
much smoother operation that will give our customers a much better
experience. The account team at 8x8 were with us every step of the
way and it’s reassuring to know that we have the support if
something ever goes wrong.”
This additional level of analysis has also allowed the customer
service team to become more efficient. The team is able to view the
volume of incoming calls at different times and plan capacity
accordingly—managing the workload between different agents where
possible. This scalable solution means customers always have access
to a live agent. With 8x8’s system, agents will also be able to
work remotely, so even if the office is inaccessible, it’s business
as usual for ACCO Brands’ customers.
With agents and offices based across the world, this continuity
of service is critical. With everyone using the same Virtual
Contact Center system, it’s easy to instantly direct customers to
the most appropriate office with the best capacity. In the future,
ACCO Brands will also direct customers to agents they have spoken
to before, to streamline their journey and ensure their personal
inquiry is resolved as quickly as possible.
“It’s fantastic to be working with a global brand like ACCO
Brands,” said Kevin Scott-Cowell, CEO of 8x8 Solutions UK. “We know
that customer insight is a key tool for businesses to improve their
customer experience. A business like ACCO Brands prides itself on
service, and we look forward to supporting this mission. By
integrating the key reporting tools from 8x8, we hope ACCO Brands
will glean valuable insights to improve the customer experience
even further.”
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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version on businesswire.com: http://www.businesswire.com/news/home/20150701005484/en/
8x8, Inc.Jodi Guilbault, 415-987-4970jodi.guilbault@8x8.com
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