PERRY ProTECH recommended 8x8 Platform, a deployment model that removes the boundary between contact center and unified communications users.
“The 8x8 Platform actually has all the features we were looking for, with a robust contact center system and native Microsoft Teams integration, all in one secure platform,” Cox says.
Contact Center Supervisor Holly Whitt was involved in the selection process. In addition to reliability and simplicity, 8x8 met her criteria for easily customizable reporting. “8x8’s ease of use made for a smooth implementation and transition for everyone,” she recalls.
“One of the benefits that 8x8 gives us is security out of the box,” Cox says. CGS is focused on NIST SP 800-171 compliance, which would have been costly to achieve with their legacy system. “When we learned that 8x8 has all the important security certifications, we realized that we could shortcut our path to compliance.”
Whitt loves being able to tailor KPI reports to meet her needs. “The reporting in 8x8 is head and shoulders above what we had,” she says. “And it doesn’t take an IT person. I’ve even set up dashboards so that I can see real-time data.”
CGS implemented 8x8’s ready-to-use web chat queue functionality. Whitt configured and deployed it with virtually no involvement from IT.
Adding features to 8x8 is fast, easy and secure. “In the time it took just to plan out a project with our previous system, we can implement it on the 8x8 platform,” Cox says. Before, setting up each office user took around 30 minutes and each agent took up to an hour. “With 8x8 we can set up any user in a matter of five to 10 minutes – a pretty significant savings.”
Just-in-time manufacturing customers are especially demanding. To be responsive, CGS depends on 8x8’s integration with Microsoft Teams to keep everyone connected. “The synergies that we gained by having all communication and collaboration in one place gives us a competitive edge,” Cox says.
Coworkers have told Cox how much they like having dial tone in Microsoft Teams. “It feels really good to have people compliment my IT team on a big change we’ve made,” he says.
