#contactcenterworld, @8x8

San Jose, CA, USA, Oct 16, 2019 -- 8x8, Inc. (NYSE: EGHT), a Software-as-a-Service provider of voice, video, chat, contact center, and enterprise-class API solutions powered by one global cloud communications platform, announced it has been selected by Vacasa, a North American vacation rental management platform, as the provider of choice for its global contact centers. Headquartered in Portland, Oregon, Vacasa offers vacation rental management services for vacation homes across 17 countries. 8x8 Contact Center provides scalable support for Vacasa homeowners, guests and agents, including omnichannel support and call analytics.

"We think of ourselves first as a tech company, so in the early days our approach to phone systems and customer service was naturally, ‘let’s just build it ourselves,’" said Nathan Tomlinson, Director of Customer Experience at Vacasa. "As the business started to take off and we continued to expand, we couldn’t support the sheer volume of calls and requests we were receiving – it wasn’t scalable. When you’re managing something as important as a home, it’s priority one for us that there’s always someone available to take a call. 8x8 has helped us achieve a 90-95 percent answer rate, and we’re able to do so with less effort and greater accuracy, so there isn’t as much of a burden on agents."

With Vacasa’s people-first approach to customer experience, it needed a contact center system that gave the reins to customers, so they could engage with the company in their preferred channel.

"Through the deployment, what really impressed us was the speech analytics capabilities. We’re able to get granular with call assessments and quality management, even mapping them to specific geographic locations," added Tomlinson. "For example, if there’s been repeated reports of power outages within a certain area leading to negative customer feedback, that’s vital context we can flag and share with agents. With speech analytics overall, the team leads love it, agents love it – it has revolutionized the way we coach our teams in real-time."

"Creating brand advocacy, and ultimately customers for life, hinges on delivering consistently exceptional experiences," said Janice Rapp, VP of Product Marketing for Contact Center at 8x8. "Showing up for customers in the channels they prefer, while offering a deeply human experience, is a powerful differentiator. Vacasa has routinely demonstrated their commitment to customer-centricity, and we’re thrilled to be supporting them as they continue their growth trajectory."

#contactcenterworld, @8x8

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