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News : Cape Air Enhances Cloud Communications and Customer Engagement with 8x8 XCaaS

#contactcenterworld, @8x8

Campbell, CA, USA, Sept 22, 2022 -- 8x8, Inc. (NYSE: EGHT), an integrated cloud communications platform provider, announced that Cape Air, a commuter airline in the US, has deployed 8x8 XCaaS™ (eXperience Communications as a Service™) with 8x8 Voice for Microsoft Teams to empower their employees to provide customer experiences.

Cape Air needed reliable communications capabilities and call quality. Unfortunately, Cape Air’s previous on-premises telephony and contact center technology was outdated and no longer being serviced or updated, leaving the company unable to adequately meet their customers’ requirements as the business grew and expanded.

With expert advice from IT consultant ARG, Cape Air chose 8x8 XCaaS, which includes integrated cloud contact center, voice, team chat, video meetings, and SMS capabilities in a single-vendor solution, for enhanced call quality, improved Average Speed to Answer (ASA), and to gain a complete view of the customer journey. 

"Providing a seamless, quality customer experience is incredibly important, and we understand that ensuring employees have the right tools and resources is crucial to making that happen," said Thomas Rocharz, Director of Contact Centers and Reservations at Cape Air. "As our company grows, 8x8 is providing everything our employees need, right at their fingertips. The airline industry requires flexibility, especially when it comes to compliance and regulatory issues, and we know that 8x8 will enable us to adapt to those needs and changes quickly and painlessly."

"We strive to provide our customers with products and services that improve work processes to provide employees and customers with truly exceptional experiences," said Hunter Middleton, Chief Product Officer at 8x8, Inc. "Cape Air is an incredible company, and their experience with 8x8 XCaaS with 8x8 Voice for Microsoft Teams perfectly demonstrates our dedication to providing best-in-class products that not only meets our customers’ needs, but surpasses their expectations."

#contactcenterworld, @8x8

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About 8x8 Inc.:
Company Logo8x8, 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.
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Today's Tip of the Day - Comprehensive Back-Up Plan

Read today's tip or listen to it on podcast.

Published: Friday, September 23, 2022

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2023 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

3.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.

4.) 
Synthetix

Chat
Chat, Synthetix’s multichannel live chat solution offers customer support in real-time, driving huge efficiencies.

When customers have complex queries that require human intervention, live chat proves far more efficient than traditional channels. Not only is it quicker and more convenient than waiting on hold to be dealt with, but with AI-powered features, it produces massive ROI.

With concurrent chat slots, a live key-press feed and AI-predictive suggestions that recommend articles in real-time, Synthetix Chat reduces average handling times by up to 50% compared to standard live chat.
 

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