Cetera struck gold with 8x8’s user-friendly communications

The Challenge: Unifying a network of diverse locations

Cetera Financial Group is a leading player in the financial sector. At the core of its business are strong client relationships that hinge on clear and personalized communication, allowing for tailored financial advice and responsive client support.

Cetera faced a complex communications challenge with its on-premises Cisco system when the company acquired Foresters Financial’s U.S. broker dealer and advisory business, including 42 branch offices located across the country. It was important that Cetera be able to seamlessly integrate the sprawling network of various sized offices, and get each Forester line set up on the Cetera system. Plus, many of Cetera’s advisors didn’t have the flexibility and mobility that they needed to do their work efficiently.

Cetera knew that it needed a cloud solution that would allow its advisors to stay connected, from anywhere. The company evaluated demos from cloud providers like RingCentral, and in the end chose 8x8.

One of the key factors that tipped the scales in favor of 8x8 was the urgency to transition the newly acquired Forester sites swiftly and smoothly. 8x8 offered Cetera a fast implementation timeline, allowing the company to hit the ground running. Additionally, 8x8 provided top-notch professional services that ensured a seamless transition for Forester's diverse office locations.

The Solution: 8x8 + Cisco, together

When it came time to make the switch to 8x8, the migration was smooth and seamless. “Once we learned our way around and got the first site on 8x8, we were able to move quickly and easily after that,” recalls Greg Avans, a Telecommunications Engineer at Cetera. Despite having a huge amount of numbers to port, Avans and his team enjoyed a largely stress-free deployment.

For its communications setup, Cetera is using 8x8 in conjunction with Cisco. Because Cetera has a team of independent brokers who work alongside the company, Cetera wanted to run a separate system for those communications. Cetera advisors use 8x8 phone numbers via 8x8 Work to communicate via chat, text, voice, or video, while other employees use Cisco phones for corporate communications. When asked about the decision to make this move to the cloud, Avans cited 8x8’s ease of use and the ability to build a remote workforce as key drivers.

By adding 8x8, Cetera advisors can stay connected without being chained to their desks. “We were ready to move to the cloud with 8x8 when we saw how simple the transition would be, plus the flexibility it offers our employees when it comes to building a hybrid workforce,” says Avans.

The Result: Improved flexibility, UX, and support

Avans and his team spoke highly of their new communications setup with 8x8. “I’m really happy with 8x8,” says Avans. “I’ve worked with Interactive Intelligence and with Nortel systems, and so far I like 8x8 the most.”

One huge perk for Cetera has been 8x8’s excellent support offerings. Avans reports that any time they need help or have a small question, his team hears from 8x8 quickly and is able to get the support and the answers that they need.

With 8x8’s cloud communications solution, Cetera now has end-to-end business communications technology along with a one-stop-shop for professional services and support. 8x8’s global operations network provides 24/7/365 follow-the-sun-support via phone, chat, and web case, ready to support customers from deployment and beyond.

“Our users all love 8x8. If we ever have an issue, it’s the wifi or a routing issue, but never 8x8,” says Avans.