Initially, DPI rolled out 8x8 Work to about 170 employees across the company. Everyone has the 8x8 Work app on their computer and mobile phone, as well as a physical phone at their desk, and they flip intuitively between them. “It’s great to have the phone ring and a notification show up on your screen while you’re working,” says Torres. “You can just pick up the call on your headset.” The company also set up call queues to streamline the customer experience.
As DPI grew, management wanted to start tracking key performance metrics around call times and agent productivity. Their 8x8 rep suggested that they try 8x8 Contact Center, which provides comprehensive analytics features that help managers monitor the performance of their operations, including trends, issues, and engagement. So, DPI rolled out the solution and onboarded 14 customer service agents. “8x8’s data analytics and reporting capabilities are key to helping us optimize our contact center performance,” says Torres.
DPI’s move from an on-premises system to the cloud has brought several advantages. “Our IT team doesn’t have to deal with hardware,” says Torres, “which is a great time saver.” Also, users can just install the 8x8 app and pick up a call from anywhere, which proved business- critical during the pandemic. “We were lucky to have switched over to 8x8 right before the pandemic,” recalls Torres, “Our users could just go home and continue to work without a hitch. The queues functioned, the calls forwarded — everything worked flawlessly. Now that we’re bringing everyone back into the office, we are experiencing the same seamless transition from remote to office work.”
Since implementing 8x8, DPI has experienced no issues with the service. “For our staff, 8x8 is super easy to use, and for IT, it’s simple to set up and administer,” says Torres. “You just log in and away you go.”
Moreover, the company has been able to save at least 50% on costs when compared to the hefty total cost of ownership of their old on-premises system. 8x8’s costs also compare favorably to other cloud solutions. Torres explains, “8x8 is more affordable than other solutions, especially because 8x8 licenses include a range of features that other companies offer as paid extras. The savings gives us extra money to do other things that benefit our growing business.” The team is currently exploring more of these value added platform features, including 8x8 Video Conferencing and 8x8 Voice for Microsoft Teams.
With greater visibility into contact center performance, DPI is identifying areas for improvement. “We can now better understand what steps we need to take to improve service levels and keep customers happy,” says Torres. “And a happy customer always comes back.”
