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Published By: Schneider Electric     Published Date: Nov 20, 2017
The migration of contact centers from on-premises to the cloud is well underway and dramatically changing how companies deliver customer experience. That is the most important finding in a new 8x8-CCNG survey of 154 contact center customers conducted in the U.S. and U.K. The survey suggests three quarters of companies have recognized the value of the cloud, with 25% of contact centers having fully deployed cloud today and another 28% partially transitioned. In addition, 21% have plans to migrate within the next year.
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Schneider Electric
Published By: 8x8 Inc.     Published Date: Aug 15, 2017
In our increasingly global economy, it’s no surprise that more and more businesses are taking their contact centers global. This trend may be driven by several factors including entry into new markets and the consequent need to support customers and prospects in multiple regions or an acquisition that suddenly opens new geographies for business. This paper explores how a cloud contact center solution can help address key challenges of deploying a global contact center.
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contact center, global economy, customer support, cloud offerings, 8x8
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Aug 15, 2017
Agent attrition in contact centers is on the rise. One reason for this is the lack of adequate coaching. Coaching drives higher agent engagement and motivation to outperform, however requires that supervisors develop a comprehensive quality management program. This paper offers best practices on how to develop a world-class quality management program.
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8x8, quality management, contact center, customer experience, employee productivity
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Aug 15, 2017
This paper outlines the difficult challenges faced by all businesses in creating exceptional customer experiences. And discusses the value of a contact center that supports all channels, disaster recovery and data analytics. Contact Centers today must manage cultural change throughout the organization to truly meet customers’ expectations. Read on to learn best practices for taking the lead in creating customer journeys that engender loyalty, delivers satisfaction, and drives revenues.
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contact center, modern customer, customer engagement, customer experience, data analytics, disaster recovery
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Aug 09, 2017
The 8x8-CCNG survey shows more and more companies are moving their contact centers to the cloud, and for a range of reasons that is appealing to almost every business center. Most prominent among those objectives are better business continuity, scalability, supporting remote workers, and integrating new technologies like multi-channel capabilities. Does your contact center employ remote agents? More than half do or respondents do! Across industries, prioritizing top talent and supporting remote workers is a growing concern. Cloud contact centers support this objective by making the full set of technologies and features available to all users, wherever they are located. Download now to learn more.
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8x8, cloud contact center, remote work, scalability, cloud computing
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Aug 09, 2017
Progressive companies of all sizes today are taking advantage of new, web-based technologies to reduce IT complexity and increase their competitiveness. Mobile apps and devices that provide anywhere, anytime connectivity and cloud infrastructure that enables seamless, scalable growth give them the speed and flexibility to grow quickly and expand into new markets. In this whitepaper you will find three examples of forward-thinking franchise owners and entrepreneurs that are growing their businesses and positioning themselves for the future with unified communications solutions. These franchises are: McDonald's RE/MAX Fix Auto Download now to learn more!
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franchise, mcdonald's, mobile app, positioning, communication solutions, 8x8
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Aug 09, 2017
Do you know what happens when a customer connects with your contact center? Not just the way in which he or she is routed to an agent, or the information accessed during the interaction— but what really happens in the conversation that makes the encounter an exceptional one? Do you have any insight into how your agent responded to that individual user, or a way to proactively ensure that other prospects and customers on any channel can have a consistent and positive experience? Are you leveraging all employees in your organization who have a stake in the customer experience, either directly or because their job influences the process? Do you feel confident that you have every metric at your disposal to make the best business decisions? Download now to learn more!
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modern customer, contact center, customer engagement, branding
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Aug 09, 2017
There is a crisis in enterprise communications and collaboration, due in large part to the diversity of technology and application silos that create user complexity and confusion. As cloud and mobile become the convergence points for enterprise communications and collaboration, enterprise planners have to focus on a global open cloud strategy to facilitate effective internal and external collaborative business workflows
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cloud, open cloud strategy, mobile, workflow, enterprise planning
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Aug 09, 2017
Bicycle companies know a thing or two about agility. So when the U.S. division of the legendary Japanese bicycle manufacturer, Shimano, decided to assess its operations, their next move was an easy decision. Management realized it had to improve the speed and dexterity of its communications to remain competitive. After considering their options, they opted for a cloud communications solution that checked off all their requirements for speed, agility and cost consciousness and more. Read more about their results.
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shimano, 8x8, communications, management, operations, cloud
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Jun 22, 2017
Continuous communication offers an experience that fits today’s mobile work styles– for employees and customers. Is your business connection friendly?
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communication, customer experience, mobility, frost & sullivan
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Jun 22, 2017
Are you still using your legacy PBX? Reduce business risks when you move to the cloud. Read the whitepaper for more information.
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pbx, private branch exchange, communications, cloud, telecommunications
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Jun 22, 2017
Unsure about switching to cloud communications? This Talking Pointz TCO analysis shows why it's more flexible and accountable than on-premises PBX.
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cloud, cost efficiency, cloud computing, cloud technology, innovation
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Jun 16, 2017
Some companies opt to deploy UC solutions on-premises, but the cloudbased model is gaining popularity. Cloud-based UC solutions are ideal for businesses that have limited IT staff, a distributed workforce and/or a desire for pay-as-you-go flexibility. By enabling diverse communication media to be carried over a common IP network, UC solutions make it possible to manage a full suite of capabilities from a single point—and use them with common devices. But what’s the best way to maximize UC capabilities for your specific workplace? Spiceworks surveyed IT decision makers to get their insights on identifying and deploying collaboration and communication solutions across their organizations. This white paper explores the survey results, including key concerns, pain points, and roadmaps around driving UC strategies.
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technology solutions, mobile workforce, interface optimization, 8x8, desk phones, internal collaboration, remote employees, cost reduction
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Jun 16, 2017
Tangent International is a specialist recruitment company for the technology industry. It has more than 70 employees who work with some of the most forward thinking companies in the world. A global recruiter with international needs Tangent International operates in 175 countries with candidates and clients across more than 220 locations. As a recruiter looking to source and place the best talent from all over the world, the business needed a service provider that would allow it to easily communicate with its global customer base. These customers include some of the biggest technology brands in the world who all have high expectations, so it’s vital that the technology Tangent International uses lives up to these standards.
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global recruiting, international needs, cloud based systems, unified global workplace, 8x8 products, virtual office pro, cost saving, crm integrations, hd video quality
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Jun 16, 2017
In today’s highly competitive business environment, top companies will be the ones that have developed innovative ways to create stellar communications experiences that keep the end users engaged—employees and customers alike. Video and Web conferencing have become well-established tools to drive rich internal as well as external communications. However, to make an impact, these collaboration tools must be reliable and intuitive to use. Continuous communication offers hassle-free integrated user experiences that fit today’s mobile work styles. Technology advancements and changing perceptions are opening up innovative opportunities, which offer businesses new avenues to create a competitive edge. Smart companies must catch on or get left behind.
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market shaping trends, consumerization, user-driven it, web conferencing, solution spotlight, 8x8 virtual office meetings, use cases, customer examples
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Jun 16, 2017
Do attitudes to IT adoption vary depending on your seniority within a business? And could this be holding back adoption of technology? These are key questions explored in this paper, which compares the views of mid-level ‘hands on’ IT managers with those of senior directors within British companies. Across both groups, there is a sense that UK business in general is too wary of implementing new technology. But there is a significant divergence of opinion when it comes to a range of factors, such as the extent to which companies invest in new technology, stay on top of the latest tech, and understand its importance to the success of the business. A pattern emerges, whereby the senior leaders within companies are far happier than middle managers with the status quo around technology adoption. And IT managers even suggest that this might be driven by self preservation on the part of senior leaders.
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video conferencing, instant messaging, cloud based computer system, fixed phone line, pbx, cloud based telephony system, call analytics, byod, wearable technology
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Feb 24, 2017
Before moving to 8x8, MOBI had a premises-based telephone and contact center system. “We had a lot of points of failure inside of our building. And because our help desk and contact center is so critical we absolutely had to do something about it.” Mobi wanted one system to handle all interactions with their customers, primarily phone calls and instant messaging. According to Mobi, “What stood out about 8x8 was that everything was managed under one roof.” Mobi has been able to achieve this with 8x8’s integrated Virtual Office and Virtual Contact Center solutions.
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8x8, mobi, webinar, contact center, customer interaction
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Feb 17, 2017
This Frost & Sullivan paper will outline the difficult challenges faced by all businesses—in a variety of industries and sizes—in creating an exceptional customer experience; discuss the value of a contact center that also supports all channels of choice, disaster recovery, data analytics, and leveraging back-office workers; stress the need for cultural change throughout the organization to truly meet today’s customers’ expectations; and offer best practices recommendations for taking the lead in creating a customer journey that engenders loyalty, delivers total satisfaction, and drives revenues.
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frost & sullivan, contact center, customer engagement, cloud, culture gap, scalability, omnichannel, digital tranformation, customer experience
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Feb 13, 2017
iCruise.com, one of the largest sellers of cruises in the US, needed a total communications solution with both hosted phone service and a cloud contact center. Only 8x8 was able to deliver a complete and integrated approach to customer service
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customer service, 8x8, integration, icruise.com, communications
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Feb 13, 2017
This free white paper Your PBX Is Killing Your Business: 5 Reasons Why You Should Ditch It for the Cloud explains 5 top reasons why businesses are leaving their PBXs behind and moving up to the cloud. Download the paper and learn: 5 measurable business benefits of moving communications to the cloud How to rapidly scale communications as your business adds new offices and countries Why mobility and BYOD are must-haves for modern business communications How cloud solutions deliver disaster recovery benefits that onsite PBXs simply can’t Extra Bonus: Two free checklists: Evaluating Cloud Communications Providers: 8 Questions to Ask 8 Signs Your Legacy PBX Is Putting Your Business at Risk Get all the facts when you download this free white paper!
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cloud, pbx, communications, cloud solutions, byod
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Feb 13, 2017
Enterprise conferencing and collaboration technologies today stand at an exciting crossroads. Solutions that were once considered consumer technologies are moving into the enterprise. Never has this trend been more pronounced than now, as consumerization of IT and mobile device proliferation increasingly break down the walls between business and consumer use. As a result, enterprise solutions must become increasingly simpler to deploy and more intuitive to use. At the same time they must deliver a secure and seamless communications experience. As the worlds of consumer and business communications blend, walking the line between the two has become top of mind for users and IT decision makers alike. Businesses must capitalize on these tectonic shifts in user preferences by deploying agile communications that today’s mobile users need in order to collaborate effectively wherever they are.
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continuous communication, consumer technologies, mobile device proliferation
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Feb 13, 2017
This complimentary report will display the biggest benefits of moving to 8x8 Virtual Virtual Office including: -Never have to perform a communications hardware or software upgrade again -Providing more consistent and unified communications service -Improving business processes with prebuilt CRM integration Download Now!
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8x8. virtual office, cloud-based solutions, mobile applications
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Feb 13, 2017
This complimentary report will display the biggest benefits of moving to 8x8 Virtual Contact Center including: -Moving and expanding faster while minimizing upfront costs -Simplifying contact center performance management with powerful tools -Improving processes and operations with prebuilt CRM integrations Download Now!
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8x8 Inc.
Published By: 8x8 Inc.     Published Date: Feb 13, 2017
The migration of contact centers from on-premises to the cloud is well underway and dramatically changing how companies deliver customer experience. That’s the conclusion of this 2016 survey by 8x8 and the Contact Center Network Group (CCNG) of 154 contact center professionals in the U.S. and UK. The November 2016 survey results uncover a range of trends and opportunities that highlight the importance of analytics, the increase in remote working, and the integration of more non-voice channels into the contact center. Download this complimentary report to learn: Major business drivers that are leading contact centers to cloud Surprising top method for measuring and improving agent performance Concerns and obstacles around moving to the cloud Increased prevalence of remote working and key challenges reported The most popular non-voice channels contact center managers would like to incorporate
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cloud contact center, ccng, analytics. remote working, non-voice channels
    
8x8 Inc.
Published By: 8x8 Inc.     Published Date: Feb 13, 2017
In our increasingly global economy, it’s no surprise that more and more businesses are going global with their contact centers. This trend is driven by many factors including international acquisitions and the availability of highly skilled, lower cost talent in many parts of the world. This eBook Taking Your Contact Center Global explains the top challenges businesses must surmount when expanding internationally and what they need to know to be successful. Download this complimentary eBook and learn: 4 challenges every global contact center will face Why cloud-based contact centers have the advantage Why not all cloud contact centers are perfect, and 3 things to watch out for How to get the upper hand when it comes to call quality, local numbers, and creating a unified, global contact center
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contact center, global growth, cloud-based contact, call quality
    
8x8 Inc.
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