Call center solutions providers need to focus on developing options for customers that enable quality interactions, real-time reporting and performance improvements, which thus allows the call center to benefit from an increased customer-base, improved quality of service and even higher revenue streams – all without much having to pay much attention to the underlying technology that enables these improvements. In the case of 8x8 (News - Alert), however, its provision of hosted IP telephony and UC (Unified Communications) services has not gone unnoticed.
In fact, according to this Frost & Sullivan (News - Alert) report, the virtual call center provider has been ranked among the most successful hosted IP telephony and UC services providers for more than five years in the North American market. Due to its flexible business model and comprehensive business VoIP services, the company has been honored with the 2012 Frost & Sullivan Market Share Leadership Award.
Per a Frost & Sullivan independent analysis, 8x8 gained a top position of 7.9 percent of the installed lines in the market in 2011. Its success is due in part to the company’s focus on customer value and innovation, offering comprehensive service bundles and operating under a flexible business model.
Leveraging its own internally developed VoIP services platform, the company was one of the first providers to enter this part of the market more than 10 years ago. The company then positioned its offerings based on significant cost savings and productivity enhancements, extending these benefits to residential and business customers alike. Today, 8x8 directs its attention mainly on the business sector, delivering tight integration across its services suite due to its proprietary platform.
The contact center software provider has focused its development efforts on the evolution of the platform and its hosted applications to ensure they both align with market demand and competitor product enhancements. With an extensive track record in providing VoIP services, 8x8 continues to leverage its experience in the business market to increase customer satisfaction, focus on innovative product development and secure strong competitive positioning.
Marketed as Virtual Office, 8x8’s hosted IP telephony solution is made up of a wide array of features and capabilities. A standard package provides key private branch exchange (PBX (News - Alert)), voice and unified messaging, auto attendant, a conference bridge and Web-based dashboard functionality to enable end users and IT staff to self-manage setting and service capabilities. Expanded packages are also available, which are further customized according to the needs of the organization.
Frost & Sullivan also acknowledged the value of the 8x8 business model, highlighting the ease of use inherent in the Virtual Office. Users can easily deploy and manage the call center platform, as it is designed for simplicity and flexibility, and customers can also easily deploy business VoIP services over any type of access network, enabling customers to leverage existing broadband contracts or deploy access services designed to best suit their needs.
Frost & Sullivan will surely continue to monitor 8x8’s VoIP services within the North American market, as well as its hosted communications and collaboration application portfolio and flexible business model. In its current iteration, Frost & Sullivan believes 8x8 is worthy of its 2012 Frost & Sullivan Market Share Leadership Award.
To learn more about all of 8x8’s award-winning offerings, visit www.8x8.com.
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Edited by Allison Boccamazzo