Engage from Home: Acer Gains Actionable Insights into Customer Experience with 8x8
March 31 2020 - 8:15AM
Business Wire
Move To The Cloud with 8x8 Communications and
Contact Center Enables Greater Visibility and Resiliency, Powers
Remote Work and Customer Engagement for Acer Across North And South
America
8x8, Inc. (NYSE:EGHT), a leading integrated cloud communications
platform, today announced that it has been selected by Acer
America, one of the world’s largest multinational PC companies, as
the provider of choice for its employees and contact centers in
North and South America. The 8x8 X Series solution provides Acer
America employees and contact center agents a seamless
analytics-driven experience that supports remote working and
customer engagement throughout the region.
Globally headquartered in Taiwan, Acer America serves as one of
four regional business units and is responsible for driving
innovation in consumer electronics including notebooks, desktops,
monitors and products for gamers and creators. As Acer America’s
customer support presence grew, it needed a system that would
support both transparent, seamless customer experiences and
effective internal communications among contact center agents and
employees. The company also required a solution that gave them the
flexibility to enable a mobile and remote workforce to remain
collaborative and productive no matter where they were located.
“We’ve historically partnered with on-premises legacy providers
for our communications and contact center, which severely limited
the way our employees and contact center agents could interact with
each other and service customers,” said Mark Groveunder, Senior VP,
IT & Customer Service at Acer Inc. “The biggest surprise our
leadership team found when we deployed 8x8 was how quickly our
entire workforce embraced the 8x8 Virtual Office desktop and mobile
applications. The quality of the voice and chat functionality
allowed us to build a more flexible and safer work environment for
mobile and remote workers. We recently relocated one office, and
because of the strong communications foundation of the 8x8 platform
there was minimal to no disruption to operations.”
Acer America deployed 8x8 X Series, providing it with a complete
unified communications and contact center solution built on one
open modern cloud technology platform, which complemented their
wider information technology infrastructure. Employees and contact
center agents are now able to work remotely, and can collaborate
internally and engage customers just as easily as if in the
office.
“Moving to 8x8 also enhanced our data and analytics
capabilities, especially increasing our visibility into contact
center insights,” added Groveunder. “Since we’ve transitioned to
8x8 Contact Center, we have much more transparency into customer
and agent trends as they evolve. With that knowledge, we can
capitalize on opportunities we may not have had otherwise.”
8x8 Contact Center, available as part of X Series, is a complete
solution including ACD, IVR, digital channels, outbound dialer,
reporting, customer experience analytics, quality management,
speech analytics, customer surveys and knowledgebase, all delivered
on one unified, secure and reliable platform featuring single
sign-on and centralized administration. Pre-built CRM integrations
make it easy for agents to access and view customer data.
“Without a deep understanding of your employee and customer
needs, staying ahead of constantly evolving times and expectations
is impossible, especially when relying on legacy, on-premises
systems,” said Vik Verma, Chief Executive Officer at 8x8, Inc.
“We’re really excited that our one cloud platform for
communications, collaboration and contact center provides Acer with
the business resiliency to enable mobile and remote employees to
stay product and responsive without impacting customer
experience.”
More Than 6 Million Video Meetings Monthly Active Users
Globally; Nearly 2X Growth in a Week
8x8 X Series meets the needs of businesses with a mobile and
remote workforce by providing a highly reliable and resilient
solution across desktop and mobile devices for voice, video
conferencing, chat, contact center, APIs and advanced analytics.
This allows companies to rapidly unify a distributed workforce and
enable flexible workstyles. 8x8 X Series includes 8x8 Video
Meetings, which is also available as a free, unlimited standalone
version at https://8x8.vc, and provides international dial-in
numbers in more than 55 countries. 8x8 Video Meetings is optimized
for use with the WebRTC standard which enables attendees to
instantly join meetings without any downloads or plugins. 8x8 Video
Meetings is also part of 8x8 Express, a solution for small
organizations and teams that require a complete, preconfigured
business phone system with a dedicated business number, video
meetings and messaging in a single desktop and mobile
application.
8x8 has experienced a significant increase in usage across its
video meetings solutions with monthly active users growing globally
to now more than 6 million. For the latest 8x8 Video Meetings usage
statistics, user stories and social posts updated daily, visit
https://www.8x8.com/live.
About 8x8, Inc.
8x8, Inc. (NYSE: EGHT) is transforming the future of business
communications as a leading Software-as-a-Service provider of
voice, video, chat, contact center, and enterprise-class API
solutions powered by one global cloud communications platform. 8x8
empowers workforces worldwide to connect individuals and teams so
they can collaborate faster and work smarter. Real-time business
analytics and intelligence provide businesses unique insights
across all interactions and channels so they can delight
end-customers and accelerate their business. For additional
information, visit www.8x8.com, or follow 8x8 on LinkedIn, Twitter
and Facebook.
8x8® and 8x8 X Series™ are trademarks of 8x8, Inc.
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version on businesswire.com: https://www.businesswire.com/news/home/20200331005234/en/
8x8 Media: John Sun, 408-692-7054 john.sun@8x8.com
8x8 Investor Relations: Victoria Hyde-Dunn,
1-669-333-5200 victoria.hyde-dunn@8x8.com
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