The new normal is becoming more and more apparent for contact centers and customer service operations. Fueled by COVID-19 caution, agents are working remotely, and customer journeys are fluid and increasingly multi-channel. The need to shift to more agile cloud-based contact center platforms, away from on-premise solutions, has never been more urgent. To help our clients and partners in this shift, we’ve partnered with 8×8 as a Contact Center as a Service (CCaaS) provider.
IVR Technology Group Selects 8×8 as Strategic CCaaS Partner
“8×8 cloud solutions help businesses transform their customer and employee experience with one system of engagement for voice, video meetings, chat, team messaging, contact center, and enterprise-class API solutions powered by one global cloud communications platform. 8×8 helps organizations communicate, collaborate, and connect from anywhere using any device. No on-premises equipment or maintenance required.”
Through this recent partnership with 8×8, IVR Technology Group can help clients manage their cloud migration while including our automation, payments, survey, and tracking solutions.
Everyone Is Moving To The Cloud
According to our joint infographic, the three primary drivers for contact center migration to the cloud are:
Call quality management and speech analytics: on-premise systems often lack the advanced features to set your CX apart.
Visual call flow IDE and post-call surveys: while many companies may not create their call flows from scratch, they need the ability to make rapid adjustments.
Omnichannel: the primary area where on-premise systems cannot meeting current consumer demands.
Customers are demanding that contact centers support their channel of choice, be it text, social media messaging, or webchat. And as consumers adapt to the new normals imposed by COVID-19, the demand for digital channels is accelerating. This demand leads to fluid customer journeys where consumers expect seamless shifting from one channel to another.
Founded in 1987, 8×8 began its focus as a VoIP service provider in 2000. For the past decade has focused on contact center solutions and has been recognized as an industry leader by Gartner for it’s SaaS solution.
This new partnership allows IVR Technology to offer our clients and partners a full suite of communication services ranging from our CPaaS IVR system to user experience UCaaS and CCaaS offerings by a best-in-class partner – 8×8. For more information, give us a call at 716-250-2800 or email us at sales@ivrtechnology.com.
about the author
Bill Irvine
CMO, IVR Technology Group
An avid User Experience Evangelist and design junkie, Bill oversees all things marketing, design, and social media for IVR Technology Group. When he’s not doing that, he “unplugs” as a gentleman farmer, carpenter, and executive chef to his wife.
