Bailey International Reduces Costs and Optimizes Customer Experience with 8x8
December 03 2015 - 8:15AM
Business Wire
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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version on businesswire.com: http://www.businesswire.com/news/home/20151203005339/en/
8x8, Inc.Jodi Guilbault, 415-987-4970jodi.guilbault@8x8.com
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