Global BPO switches network of contact centers over to 8x8

Contact Center Business Services

With 100 operating centers world-wide, transcosmos is a major force in business process outsourcing (BPO) and was named No.1 for “The World’s BPO Player for The Asia/Pacific and Japan region” by Gartner.

4

contact centers in EMEA and ASPAC enabled

1500

agents empowered

40

BPO customers supported

4

contact centers in EMEA and ASPAC enabled

1500

agents empowered

40

BPO customers supported

4

contact centers in EMEA and ASPAC enabled

1500

agents empowered

40

BPO customers supported

4

contact centers in EMEA and ASPAC enabled

1500

agents empowered

40

BPO customers supported

"8x8 gives us a better level of partnership. We can talk to people who really understand our business. What’s more, their technology innovations are a great fit for enhancing our CX service strategy."

Matt Clarke, Chief Operations Officer, transcosmos

"8x8 gives us a better level of partnership. We can talk to people who really understand our business. What’s more, their technology innovations are a great fit for enhancing our CX service strategy."

Matt Clarke, Chief Operations Officer, transcosmos

"8x8 gives us a better level of partnership. We can talk to people who really understand our business. What’s more, their technology innovations are a great fit for enhancing our CX service strategy."

Matt Clarke, Chief Operations Officer, transcosmos

"8x8 gives us a better level of partnership. We can talk to people who really understand our business. What’s more, their technology innovations are a great fit for enhancing our CX service strategy."

Matt Clarke, Chief Operations Officer, transcosmos

The Challenge: Legacy tech proves inflexible

transcosmos was growing its business in Europe, relying on contact centers that used legacy on-premises voice technology and an MPLS network.

When the company won a new contract for a key global client in Warsaw, it needed to get a new contact center up and running within weeks. To move quickly, the BPO changed tactics and selected the complete cloud-based 8x8 Contact Center which integrated easily with its Zendesk customer support platform.

The 8x8 solution delivered high uptime through its high availability platform, voice quality, and call listening, without the need for investment in new infrastructure. But the deployment took on greater significance when the BPO’s support contract for its pan-Europe legacy system came up for renewal.

“We were spending a fortune on hardware and support — with little flexibility,” says Matt Clarke, Chief Operations Officer at transcosmos. “We felt forced down the vendor’s roadmap and changes were expensive, requiring days of consultancy and additional licenses. We knew a better option existed.”

The Solution: Global clients migrate

transcosmos took the huge decision to switch its network of four European call centers over to 8x8 — and the move went smoothly, even with the monumental task of porting across clients’ numbers from all around the world onto the new cloud platform.

“As each contact center went live, 8x8 gave us all we needed in terms of IVR, live dashboards, wallboards, and historical reporting, plus some outstanding functionality,” says Clarke.

“For the first time, our teams can now see every customer journey visually, map each interaction, link to specific calls, and manage surveys — which is key to delivering a great experience to callers on behalf of our clients.”

When COVID arrived, contact agents could switch immediately to remote/mobile working using 8x8. In fact, the pandemic didn’t stop the business at all: new sites were launched in Poland, Hungary, and the Philippines, each with hundreds of agents.

Impressed by the results, transcosmos also chose 8x8 Contact Center for its own internal telephony systems across Europe, US, Australia, and Asia-Pacific. Staff can benefit from video calls and greater productivity.

“8x8 delivers a great, personalized experience for all our people too, which is increasingly important in terms of being able to attract and keep top staff,” adds Clarke.

The Benefits: Adding value to clients

With 8x8, transcosmos has the roadmap and flexibility required to keep growing.

“8x8’s technology is now part of our offering, helping us to win and retain new clients,” explains Clarke. “We can set up new contact centers quickly — almost instantly in some cases.”

“We’ve gained more control over our technology and it’s taking us deeper into the heart of communications. Currently, we’re piloting sentiment tracking using natural language processing and voice-to- text, so we can discover more about what’s driving contact volumes. We’ll see the big picture on what callers are saying and identify any potential issues early on — which will really help our clients.”

The 8x8 platform has been winning praise from transcosmos’ clients. In fact, one of Europe’s largest low-cost airlines was so impressed with 8x8 that they purchased 8x8 technology for their own internal communications. “They saw the reliability, stability, and great experiences enjoyed by their customers — and wanted it for themselves,” says Tony Forder, Head of Information Technology Operations at transcosmos.

The Solution: Global clients migrate

transcosmos took the huge decision to switch its network of four European call centers over to 8x8 — and the move went smoothly, even with the monumental task of porting across clients’ numbers from all around the world onto the new cloud platform.

“As each contact center went live, 8x8 gave us all we needed in terms of IVR, live dashboards, wallboards, and historical reporting, plus some outstanding functionality,” says Clarke.

“For the first time, our teams can now see every customer journey visually, map each interaction, link to specific calls, and manage surveys — which is key to delivering a great experience to callers on behalf of our clients.”

When COVID arrived, contact agents could switch immediately to remote/mobile working using 8x8. In fact, the pandemic didn’t stop the business at all: new sites were launched in Poland, Hungary, and the Philippines, each with hundreds of agents.

Impressed by the results, transcosmos also chose 8x8 Contact Center for its own internal telephony systems across Europe, US, Australia, and Asia-Pacific. Staff can benefit from video calls and greater productivity.

“8x8 delivers a great, personalized experience for all our people too, which is increasingly important in terms of being able to attract and keep top staff,” adds Clarke.

The Benefits: Adding value to clients

With 8x8, transcosmos has the roadmap and flexibility required to keep growing.

“8x8’s technology is now part of our offering, helping us to win and retain new clients,” explains Clarke. “We can set up new contact centers quickly — almost instantly in some cases.”

“We’ve gained more control over our technology and it’s taking us deeper into the heart of communications. Currently, we’re piloting sentiment tracking using natural language processing and voice-to- text, so we can discover more about what’s driving contact volumes. We’ll see the big picture on what callers are saying and identify any potential issues early on — which will really help our clients.”

The 8x8 platform has been winning praise from transcosmos’ clients. In fact, one of Europe’s largest low-cost airlines was so impressed with 8x8 that they purchased 8x8 technology for their own internal communications. “They saw the reliability, stability, and great experiences enjoyed by their customers — and wanted it for themselves,” says Tony Forder, Head of Information Technology Operations at transcosmos.

The Solution: Global clients migrate

transcosmos took the huge decision to switch its network of four European call centers over to 8x8 — and the move went smoothly, even with the monumental task of porting across clients’ numbers from all around the world onto the new cloud platform.

“As each contact center went live, 8x8 gave us all we needed in terms of IVR, live dashboards, wallboards, and historical reporting, plus some outstanding functionality,” says Clarke.

“For the first time, our teams can now see every customer journey visually, map each interaction, link to specific calls, and manage surveys — which is key to delivering a great experience to callers on behalf of our clients.”

When COVID arrived, contact agents could switch immediately to remote/mobile working using 8x8. In fact, the pandemic didn’t stop the business at all: new sites were launched in Poland, Hungary, and the Philippines, each with hundreds of agents.

Impressed by the results, transcosmos also chose 8x8 Contact Center for its own internal telephony systems across Europe, US, Australia, and Asia-Pacific. Staff can benefit from video calls and greater productivity.

“8x8 delivers a great, personalized experience for all our people too, which is increasingly important in terms of being able to attract and keep top staff,” adds Clarke.

The Benefits: Adding value to clients

With 8x8, transcosmos has the roadmap and flexibility required to keep growing.

“8x8’s technology is now part of our offering, helping us to win and retain new clients,” explains Clarke. “We can set up new contact centers quickly — almost instantly in some cases.”

“We’ve gained more control over our technology and it’s taking us deeper into the heart of communications. Currently, we’re piloting sentiment tracking using natural language processing and voice-to- text, so we can discover more about what’s driving contact volumes. We’ll see the big picture on what callers are saying and identify any potential issues early on — which will really help our clients.”

The 8x8 platform has been winning praise from transcosmos’ clients. In fact, one of Europe’s largest low-cost airlines was so impressed with 8x8 that they purchased 8x8 technology for their own internal communications. “They saw the reliability, stability, and great experiences enjoyed by their customers — and wanted it for themselves,” says Tony Forder, Head of Information Technology Operations at transcosmos.

The Solution: Global clients migrate

transcosmos took the huge decision to switch its network of four European call centers over to 8x8 — and the move went smoothly, even with the monumental task of porting across clients’ numbers from all around the world onto the new cloud platform.

“As each contact center went live, 8x8 gave us all we needed in terms of IVR, live dashboards, wallboards, and historical reporting, plus some outstanding functionality,” says Clarke.

“For the first time, our teams can now see every customer journey visually, map each interaction, link to specific calls, and manage surveys — which is key to delivering a great experience to callers on behalf of our clients.”

When COVID arrived, contact agents could switch immediately to remote/mobile working using 8x8. In fact, the pandemic didn’t stop the business at all: new sites were launched in Poland, Hungary, and the Philippines, each with hundreds of agents.

Impressed by the results, transcosmos also chose 8x8 Contact Center for its own internal telephony systems across Europe, US, Australia, and Asia-Pacific. Staff can benefit from video calls and greater productivity.

“8x8 delivers a great, personalized experience for all our people too, which is increasingly important in terms of being able to attract and keep top staff,” adds Clarke.

The Benefits: Adding value to clients

With 8x8, transcosmos has the roadmap and flexibility required to keep growing.

“8x8’s technology is now part of our offering, helping us to win and retain new clients,” explains Clarke. “We can set up new contact centers quickly — almost instantly in some cases.”

“We’ve gained more control over our technology and it’s taking us deeper into the heart of communications. Currently, we’re piloting sentiment tracking using natural language processing and voice-to- text, so we can discover more about what’s driving contact volumes. We’ll see the big picture on what callers are saying and identify any potential issues early on — which will really help our clients.”

The 8x8 platform has been winning praise from transcosmos’ clients. In fact, one of Europe’s largest low-cost airlines was so impressed with 8x8 that they purchased 8x8 technology for their own internal communications. “They saw the reliability, stability, and great experiences enjoyed by their customers — and wanted it for themselves,” says Tony Forder, Head of Information Technology Operations at transcosmos.