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Cloud Engagement Maturity Model


Early
Adopters

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Your company falls into the Early Adopter category. Companies in this category typically deliver an average customer experience and have below average costs for their communications and collaboration systems.

Summary

Your company falls into the Early Adopter category. Companies in this category typically deliver an average customer experience and have below average costs for their communications and collaboration systems. 

Tech stacks of the Early Adopters consist of one cloud system of engagement. They most likely moved to one platform to enable an even lower TCO and have one system of intelligence. They have a full contact center solution and infrequently use analytics to drive business decisions. 

Early Adopters wisely use a full contact center solution and are most likely seeing the benefits of this from a customer experience perspective. This enables them to route every call to the right person, have contextual conversations, engage with customers across multiple channels, and allow customers to perform self service functions.

 

Although they have lots of data from their cloud engagement system, Early Adopters typically only use basic descriptive analytics.

Challenges

Although they have lots of data from their cloud engagement system, Early Adopters typically only use basic descriptive analytics. This typically is focused on historical call detail records and analysis is performed in Excel. Occasionally, an Early Adopter may also analyze the number of calls waiting in queue or average hold times in a BI tool. In theory, because Early Adopters use one cloud engagement system, they should have the ability to perform advanced analytics across one integrated dataset, but they are not doing so for a variety of reasons. Not using engagement insights makes it difficult for the business to anticipate needs and improve their internal processes - in essence, there is limited data-driven decision making.

 

To improve your enterprise engagement maturity, we’d recommend you:

Put your Data to Work

Opportunities

To improve your enterprise engagement maturity, we’d recommend you: 

Put Your Data to Work 

Trust in Your Data – Having trusted data is the first step in upleveling any analytics. A governed single source of truth increases the data quality as employees can have confidence in the data with no doubt as to the accuracy. Over two thirds of time spent on analytics is actually spent on data cleansing and data preparation. This number is often even higher when dealing with big data, such as that found in communications systems. Using a single cloud engagement system enables you to have trusted data from the start - the system does the work and provides pristine data quality to the business. 

Data-Driven Decision Making – Move from decisions based on gut feelings to decisions based on data. Data-driven decision making often increases employee productivity and company revenues. In time, this actually causes the culture of the company to make more rigorous decisions. This is further enhanced by a single cloud engagement system because all of the relevant insights across channels are integrated into one single view for quick and easy decision making. 

Use Advanced Analytics – Enhancing the types of insights your company uses is key to furthering engagement maturity. See through all of the noise and find the true signals that lead to actionable insights. Instead of only viewing analytics on what transpired in the past, advanced analytics enable a company to look forward by creating actionable prescriptive insights. A company can now know what they should be doing in the future based on historical and real-time data. Recommended actions are proactively served up so the company knows when and how to make improvements. As companies move into even more advanced territory, companies can start to incorporate artificial intelligence (AI) and machine learning (ML) into these workflows to create even more intelligent, contextual interactions.

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Cloud Engagement Maturity Model

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