The Challenge: Difficult to extract useful data on key metrics
NuVision was leveraging an open-source UCaaS system. As a customer-focused business, NuVision wanted to ensure that there were enough people manning the sales and customer service functions. In addition, leadership wanted to be able to identify those employees who were star performers, and those who needed extra support or coaching. Finally, NuVision needed to keep call recordings for compliance and insurance verification purposes.
However, the limitations of the open-source system made it difficult for the company to gain insight into the efficiency and effectiveness of its operations. “We wanted to analyze metrics on things like call volumes, missed calls, appropriate staffing, etc.,” says Jai Kumar, NuVision’s CIO. “But we couldn’t access certain information or it took too much time to extract and compile data.” This made it harder for the organization to stay productive and focus on achieving their goals.
NuVision turned to 8x8, adopting both 8x8 Work and 8x8 Contact Center in order to take advantage of the platform’s powerful analytics and reporting capabilities.
The Solution: Powerful analytics to drive insights and improvements
Implementing 8x8 at NuVision was a straightforward process. Kumar and team first onboarded employees and made sure that everyone was comfortable with the new system and had all their questions answered. “It was almost like set it and forget it,” recalls Kumar. “It took about five minutes to set up each employee on 8x8, and the vast majority of them have never asked for help since.”
Before too long, the company was able to dive into 8x8’s analytics features and start generating valuable insights for the business. Kumar says, “We knew that the advanced features, like queue management and wallboards, were going to help us solve problems in our operations.” 8x8 Contact Center Analytics enables NuVision managers to generate custom reports that track critical performance metrics and help optimize the customer experience. They can also modify call queues as needed in order to streamline call flows. This has helped them achieve their goals of getting a caller to a live agent on the right team in 30 seconds or less.
Once the main implementation and analytics were in place, NuVision began looking at ways to optimize and extend its use of 8x8. “We can easily make small optimizations,” says Kumar. “We just meet with a business leader, they tell us what they need, and we can make the changes on the spot. Adjusting things like the number of queues or transaction codes needed is just so easy.”
The team is now looking into integrating 8x8 with Salesforce’s CRM and Marketing Cloud Intelligence platforms. With the latter, they’ll be able to integrate call data with advertising data in order to help improve lead attribution. This means that they’ll be able to more accurately determine the percentage of new customers who come in through their toll free number versus lead forms or other channels.
The Benefits: Scalability, reliability, and easy management
As NuVision continues to grow, the company’s communications system grows seamlessly along with it. “We call 8x8 our ‘industrial phone system that can scale,’” says Kumar. “With 8x8, I can relax knowing that however big our company gets, I won’t need to go out and look for a more robust solution. 8x8’s going to scale with us for life.” 8x8’s reliability has also been an important factor for NuVision. “8x8 doesn’t break for bad or weird reasons. We don’t worry about it—8x8 is truly enterprise-grade.”
For the IT team, 8x8 has impacted both their budget and effort. “The time and cost of managing 8x8 is less than 5% of any of our other systems. We spend loads of time tweaking those other systems, but for 8x8, we might spend just a couple hours per month on improvements. As a CIO, that makes 8x8 simply delightful.”
