Case studies

Activate Group and 8x8 bring new communications channels to customers

Activate Group Limited (AGL) is a growing business in the vehicle accident management sector.Before partnering with 8x8, AGL used a server-based legacy communications platform that could not integrate with the inbound contact centre, outbound calls or the CRM system, which impacted customer service levels. AGL have replaced their legacy communications infrastructure with 8x8 X Series with new contact centre capabilities and brings together outbound, inbound and CRM system.AGL now have a complete view of customer interactions in one place across all customer communications channels.

Benefits:

One system of engagement and intelligence for voice, email, social media and chat for AGL customers.
Seamless IT administration with access to connected devices and customer data.
Streamlined sales process by leveraging customer information stored in CRM systems.

Tangent International handles international recruitment, cuts phone costs by 40%

Tangent International is a global recruitment company for the technology industry with projects and access to skilled staff in more than 175 countries.To work efficiently, the company needed a communications system with a global reach. Tangent required to improve its communication system and add time-saving functionality without interrupting service or paying for an expensive upgrade.By migrating their communications systems to the cloud, 8x8 made the implementation process painless–one engineer installed the solution in just over a day. At the same time, Tangent International users received training so that they could start using the system immediately.

Benefits:

Remote capabilities maximise Tangent International employees’ productivity.
HD videoconferencing reduces travel costs, protects the environment and enhances recruitment experiences for candidates.
CRM integration through the 8x8 API enables click-to-dial making recruiters more efficient.
In addition to cutting costs, call quality and functionality dramatically improved.

CLC World uses AI and analytics to give their customers the best experience

Drawing upon over three decades of experience developing award-winning resorts, CLC World is a family-owned business operating a dynamic and diverse collection of international resorts and hotels.With five distinct strands of the business, including club operations, member servicing, sales, marketing and the CLC World Travel Agency, CLC World found it’s legacy contact centre solution was unable to support the company’s high customer service standards.With 8x8 X Series, CLC World can support customers with better customer service standards across its three contact centres and 170 agents.

Benefits:

New interactions channels such as web chat provides better customer engagement on the CLC website.
AI helps to anticipate customer needs and route interactions to the best resource for fast resolution.
Speech analytics helps to identify customer needs and provides alignment of products, marketing and sales to customer preferences.