Driving business agility with 8x8

Company-wide Visibility

The selection and implementation of 8x8 Virtual Office and 8x8 Virtual Contact Center caught the attention of the DDC OS CEO. He remarked, “8x8’s cloud-based architecture has been key to DDC OS and our clients. The rollout has been very simple and relatively inexpensive from an agent cost-per-seat perspective. The subscription pricing model means that we haven’t had to make capital expenditures or invest in infrastructure to support the system.”8x8 Virtual Contact Center provides DDC OS with a 360-degree view of customer communications across all channels, including phone, email and web chat. The solution’s analytics capabilities then provide unique insights into IVR menu usage and individual customer experiences. Contact center recording and quality management capabilities enable training staff to listen to calls to deliver coaching that further improves customer service.

Getting to the Right Person at the Right Time

The combination of 8x8 Virtual Office and 8x8 Virtual Contact Center provides DDC OS with the ability to answer seamlessly across the organization, irrespective of geography or time zone. “Team members are able to ensure that calls are directed to the people who are best equipped to answer a specific question. We have ‘team champions’ that can be called in to assist the handling of more complex issues,” said Spencer.

Business Agility

The cloud-based architecture of 8x8 gives DDC OS the ability to instantly resource new projects, anywhere in the world. The intuitive interface enables new employees to quickly become confident and productive. “8x8 gives us the ability to ramp up teams, frequently containing dozens of full-time employees, to full productivity in as little as two weeks including hiring and training,” explained Spencer. “The agility of our 8x8 deployment provides us with yet another differentiator over our competition.”

Complete Integration

The diversity of DDC OS clients is accompanied by an equally wide variety of customer environments and systems. “We’re frequently asked about integrating our own core applications with those of our clients: As 8x8 has already certified integration with many leading CRM packages, we can invariably accommodate these kinds of requests,” noted Spencer.She continued, “Similarly, 8x8 makes it really easy to customize call flows and menu instructions, so we can emulate a client’s specific branding and preferred tone to make it impossible for an end-user to know they’re speaking with an outsourced contact center and not an actual employee of our client. As a testimony to this, the Utility Sector has a list of the ‘Top Ten Customer Service Providers’ and DDC OS clients—all using 8x8—hold seven of the top ten places!”