Thanks to an implementation of 8x8’s Virtual Office and Virtual Contact Center services in its corporate headquarters and remote locations, iCruise.com, a cruise seller, is now boasting a scalable, secure and reliable UC platform.
iCruise.com acknowledged that, “8x8 has a combined voice and contact center solution that can do it all: provide inbound and outbound calling and call management, live agent chat, click-to-call, call recording and live routing options. The ability to have both a cloud-based phone system and cloud contact center was the tipping point for us. The other business VoIP providers we considered could only do one or the other. With 8x8, we didn’t have to compromise – we got everything we wanted.”
8x8’s Virtual Office is a complete business phone system that delivers affordable, advanced business phone service over users’ Internet connection. It is packed with features like auto attendant, corporate directory, music-on-hold, conference bridge, and ring groups and more – features that until now only large corporations could afford. Without having to pay anything additionally, users are also entitled to standard calling features like personalized voicemail, three-way calling, caller ID, call waiting, transfers, call forwarding, chat and more.
With the 8x8 virtual contact center, users can not only deliver enhanced customer experience with multiple channels and skills-based routing but also easily implement the service without having to install or manage additional hardware as well as easily configure their call center or make changes on the fly - without any assistance from their IT department.
iCruise.com can also use incoming call data to differentiate its brand and private label packages while also presenting the answering agent with an appropriate call-handling script – such as using ‘bon voyage’ and ‘welcome back’ when speaking with customers.
Also, agents have the flexibility to work from anywhere as long they have access to an internet connection.
Vik Verma, CEO at 8x8 said, “We are glad to share our comprehensive cloud communications expertise with customers like iCruise.com who want to integrate their corporate telephony and contact center capabilities with back-office CRM systems. 8x8’s flexible and configurable API integrates easily with in-house CRM solutions as well as with standard CRM software such as NetSuite and Salesforce.com. By streaming call information in real time, 8x8’s solution enables detailed reporting that can be invaluable in analyzing key performance metrics for agents, queues, campaigns and channels.”