Consolidating communications in the cloud

Calculating the potential TCO savings with the 8x8 eXperience Communications Platform™

Demonstrating clear business value One of the best ways to achieve financial and IT goals is to choose a single communications provider that integrates all employee communications and customer engagement tools on a unified cloud platform.According to Metrigy Research, having one integrated communications platform can deliver a measurable return on investment and 56% lower TCO than a multi-vendor strategy.Articulating the benefits of the cloud to key business stakeholders and convincing them to take that step requires hard numbers to build the justification.

TCO Calculation Example Business Profile: Blue Owl Stores LLCThis model calculates measurable outcomes for a mid-sized enterprise using real-world data and considers critical information for making an informed decision.Employees:

1,250 Total employees across all locations

PBX Communications & Collaboration Profile:

8 Office locations

75 phones/headsets at each office location

Contact Centre Profile:

2 Call centre locations

18 Call centre agents that are working concurrently

50 Call centre agents in total

5 Call centre supervisors/managers

Total Costs

The table below illustrates five cost components: equipment, software, connectivity, operational, and depreciation costs. The total communications costs for Owl Stores amount to £635,689 over three years.

XCaaS Productivity and Time Savings

The benefits of an XCaaS platform go far beyond volume discounts, licensing consolidation, and streamlined tech support. An integrated platform approach creates leaders out of laggards and fast followers with:

Productivity and time savings that are not achievable through disparate solutions
Intelligence that doesn’t just inform and improve organisation-wide performance but accelerates the use and benefits of machine learning and AI
Simplicity that is not just for your employees and customers, but for your IT team in management, maintenance, reporting, and transformational integrations
Superior customer experiences with a single platform approach that breaks down communication silos and supports omnichannel interactions and saves time in the contact centre

The table on the next page shows productivity improvements and time savings delivered by a single XCaaS platform with advanced cloud contact centre features.

XCaaS Customer Experience Impacts

Customer experience is vital to achieving sustained growth, and customers have unprecedented access to information. Social media amplify their voices, and they engage with businesses using phone, chat, email, or social channels, to ask product and service-related questions.

The 8x8 eXperience Communications Platform allows businesses to have quality customer interactions a cornerstone of their customer experience strategy.

77% of customers say they’re more loyal to businesses that offer top-notch service, according to this CX Trends 2021 report.

Time Savings Calculations

Owl Stores could achieve total time savings that equate to £758,122 over three years.

Total Customer Experience (CX) Impacts

Omnichannel engagement tools included with the 8x8 platform improve average handle times (AHT) while maintaining valuable interactions. Omnichannel engagement makes first call resolution essential to build emotional connections with customers when resolving their issues. Owl Stores could achieve total customer experience improvements equal to £2,274,367 over three years.

XCaaS ROI Impacts

One of the best ways to achieve financial and IT goals is to choose a single communications provider that integrates all employee communications and customer engagement tools on a unified cloud platform.

The 8x8 XCaaS Platform is designed from the ground up to ensure high-availability uptime for all employee and customer communications. We use Tier 1 platform infrastructure that enables rapid innovation, automated testing, and frequent deployments with minimal risk through management toolsets geared towards continuous delivery and elastic scale while reinforcing security and governance.

These are all the elements needed to build a solid investment case with a clear business value and strong ROI. The table below further illustrates how organisations can realise significant value over three years by using an XCaaS platform.