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News : The Kansas City Royals Gear Up for Baseball with 8x8

#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


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 - Quality Of Service

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

Published: Friday, July 31, 2020

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2020 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999

6.) 
Synthetix

Increase customer loyalty, drive revenue and boost customer lifetime value with the Synthetix suite of AI-powered integrated customer contact tools.

Synthetix was founded in 2001 and since then has become a leading innovator in creating multi-channel online customer service software. We are also known as one of the pioneers for AI-driven Virtual Agent technology, creating Virtual Agents for companies like the BBC, Vauxhall, and Ford, comparable to Siri, Cortana and Google Now, before they became the norm.

We believe that customer service across all customer touch-points should be simple, efficient and, above all, consistent. Our technology has assisted in reducing our clients’ inbound...
(read more)
PH: +441279 5555 80
 
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