Pure Telecom takes customer experience to the next level

The Challenge: Lack of flexibility and control

As an Irish-owned, private company, Pure Telecom had found a way to compete successfully against much larger operators. “Our niche is to make sure our customer service play is first class. Customers can always talk to us, which has built our reputation over time,” explains Jonathan Long, Head of Operations at Pure Telecom.

While 80-90% of contact with customers was by phone, the company recognized that people’s preferences were changing. It needed to add new contact channels while maintaining high service levels. “We were looking for a single solution where everything was ‘joined up’ and where we could measure performance,” says Long.

Its existing on-premise system had other limitations too. Requests to change recorded announcements could take days to sort. And when Covid-19 arrived, it became clear the system was struggling. A ‘tech bridge’ enabled staff to work from home but Pure Telecom realized this wasn’t a sustainable option.

“Overall, we wanted greater autonomy with our tech, so we could advance as a company,” says Long.

The Solution: Powerful contact center tools

Pure Telecom began looking for a cloud-based, unified communications platform for its contact center. It also wanted an extra feature — the ability to systematically prompt agents to make routine service calls, so the company could maintain its high service levels.

Long’s team found the answer in 8x8 platform, which provides voice, video, chat, and other valuable tools, all on one cloud platform. Geared for the voice-focused contact center, the platform also comes with customizable wallboards, graphical customer journey analytics, and real-time and historical contact center reports.

In addition, Pure Telecom selected 8x8 Work for its back-office team. This solution brings together essential business communications in one simple app, making it perfect for remote working.

After a pilot phase, Pure Telecom launched successfully with 8x8 and began reaping the benefits.

“8x8 were responsive and attuned to our needs,” says Long. “We know 8x8 is a big player in this marketplace and, generally, we’d tend to look first for partners based in Ireland. But 8x8’s location made no difference at all. We had a good experience throughout, from sales negotiations and support, through to finding out how to get the most from the platform.”

The Benefits: Highly-responsive services

With 8x8, Pure Telecom has taken its outstanding service to the next level, offering new and consistent experiences to its customers.

Voice and chat channels have had an immediate impact, helping customers to sort issues in-the-moment. Meanwhile, the company is now able to let callers know their queue position — and offer callbacks if lines are busy. Managers can also change their IVR greetings themselves, in moments, to keep customers updated.

While delivering better services, Pure Telecom has also been able to make savings, thanks to bundled call costs with the platform.

But it’s the future that the company is most excited about. “With 8x8, we’re now working towards getting greater value from our data — and also linking the platform with our CRM for a complete overview of customers, encompassing email, SMS, and social channels,” says Long.

“With 8x8, we can keep ahead of customer expectations and continue to build on our strong reputation in Ireland.”