Campbell, CA, USA, Dec, 2021 -- 8x8, Inc. (NYSE: EGHT), an integrated cloud communications platform provider, announced that DMV Veterinary Centers, 24-hour emergency and specialty pet hospitals and services provider throughout Canada, has deployed 8x8 Contact Center for Microsoft Teams, which is certified by Microsoft. The 8x8 cloud customer engagement solution allows DMV to meet increasing demand for veterinary services and enhance customer experience for pet owners.
The past year saw a 50 percent increase in Canadian pet adoptions, and the sudden growth in pet ownership meant DMV had to meet soaring veterinary demands, including a 60 percent spike in urgent calls. This increase in phone traffic, from 50,000 owners and hundreds of veterinary professionals, placed a major strain on their existing technology resources, creating inefficiencies and bottlenecks. DMV’s legacy phone system did not allow for the prioritization of callers, or provide data on individual agent performance, which made improving the customer experience a challenge. In addition to call handling, agents were manually sending 10,000 appointment reminders monthly by SMS.
DMV already used Teams for collaboration, and with expert advice from trusted IT consulting firm Solulan, selected the 8x8 Contact Center for Microsoft Teams solution to improve customer and employee experience, enabling agents to quickly connect and collaborate with other Teams-enabled experts to resolve issues faster.
"We desperately needed to reduce caller wait times and automate manual tasks in order to better serve our customers and provide their pets with the highest possible level of care," said Noël Grospeiller, Vice President, Client and Employee Experience at DMV Veterinary Centers. "DMV Veterinary Centers looked at multiple offerings and only 8x8 had the contact center solution and automation capabilities, complete with the Microsoft Teams integration, that we were looking for. Its cloud-based solution is advantageous in that it helps us to eliminate infrastructure cost and maintenance; it also means our agents can work from anywhere."
"Businesses experiencing high volume customer inquiries need a reliable, integrated contact center and communications system that allows employees and agents to work efficiently and quickly," said Ken Berryman, Chief Sales Officer at 8x8, Inc. "8x8 Contact Center for Microsoft Teams, together with 8x8 CPaaS, allows DMV Veterinary Center to collaborate seamlessly in Teams while enhancing customer engagement. Their specific business requirements include creating critical call flow structure, reporting, and analytics, all of which allows DMV to concentrate on its core objective - caring for pets."
"With their incredible surge in pet owner calls, DMV Veterinary Center needed a comprehensive, easy-to-implement contact center solution that integrated with Microsoft Teams," said Rija Raharinosy, Vice President, Sales & Alliances at Solulan. "With 8x8’s industry-leading customer engagement and CPaaS solutions, we knew that DMV would benefit from being able to easily manage call flows, monitor agent activity, and save agent time by automating digital communications."
Posted by Veronica Silva Cusi, news correspondent
About 8x8 Inc.:
8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any location on a wide variety of business telephony, web and mobile platforms. 8x8 also offers managed hosting and cloud-based computing services.
Published: Monday, December 13, 2021
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