#contactcenterworld, @8x8

Campbell, CA, USA, July 30, 2020 -- 8x8, Inc. (NYSE: EGHT), an integrated cloud communications platform, announced the Kansas City Royals Major League Baseball (MLB) team deployed the 8x8 Open Communications Platform™ to allow employees and contact center agents to operate from anywhere and continue working productively even as the start of the season was delayed almost four months.

As part of its digital transformation initiative, the Kansas City Royals replaced legacy, on-premises communications and contact center systems with 8x8’s cloud enterprise communications platform in order to improve employee, partner, and customer experience. Working closely with technology partner System Target and 8x8, the Royals originally scheduled to go live on 8x8 X Series, an integrated cloud voice, team chat, video meetings and contact center solution, in March before the official start of the MLB season.

"Whenever we start thinking about transformation, it's about doing it seamlessly and without disruption. Due to the global crisis and shelter-in-place directives, we accelerated the 8x8 deployment by a week, and not only was it seamless, it was invaluable in helping us avoid major disruption," said Brian Himstedt, Senior Director of Technology at the Kansas City Royals. "The forced move to remote work accelerated the pace of change of employee behavior and speed of adoption of new technology used to work effectively. As a result we have realized benefits more quickly than planned as usage of 8x8’s single integrated desktop and mobile apps for communication and collaboration are now firmly entrenched with our employees."

"8x8 Quality Management allows us to build upon this strong work environment by providing the customer service and sales managers with the ability to better monitor, guide, coach, and share successes to enhance agent efficiency," added Himstedt. "In addition, 8x8 Speech Analytics enables us to pull out valuable insights from customer engagements so we can continue to better understand our fans and the value delivered in our interactions with them."

"During this critical time, Major League Baseball teams, like organizations of every size across every industry, have quickly realized the importance of adopting an operate-from-anywhere mindset to ensure business resilience," said Vik Verma, Chief Executive Officer at 8x8, Inc. "By deploying the 8x8 Open Communications Platform and driving employee adoption during the current crisis, the Kansas City Royals were able to never stop working. We’re proud we were able to help them start off the season ready to play great ball."

#contactcenterworld, @8x8

Posted by Veronica Silva Cusi, news correspondent
Source: https://investors.8x8.com