8x8 introduces its premium feature rich CCaaS product to AU and NZ
8x8 is a global organisation with head offices in San Jose, California. In August of 2015, after experiencing strong demand for Australian implementations from global customers, the company opened up its Australia and New Zealand operations to provide local implementation and support for its channel partners in the region.
8x8 with its Virtual Office and Virtual Contact Centre cloud-based communications services has won a number of global awards including being named as a leader in the globally recognised Gartner Magic Quadrant for Unified Communications as a Service for five years in a row. Its patented geo-routing approach means that voice media is routed through the nearest of the company’s multiple data centres worldwide ensuring call quality is always excellent.
Whilst 8x8 does not sell their products directly in this region, they have very close relationships with their channel partners and customers, including Great Outcomes, their newest channel partner in New Zealand.
“The opportunity to become a channel partner of 8x8 is immense for Great Outcomes. Our launch event for the 8x8 Virtual Contact Centre solution has given our New Zealand and Australian clients a first-hand view of its substantial capability,” says Giles Potter, Director of Great Outcomes - one of NZ’s most respected contact centre consulting firms.
For 8x8, the benefit of partnering with Great Outcomes isn’t just because they specialise in the contact centre sector – “We are very excited about our partnership with Great Outcomes. Their commitment to customer excellence and ensuring the customer’s experience exceeds expectations closely aligns with our own company goals,” says Paula Gill, Regional Channel Manager of 8x8 in Australia and New Zealand.
The 8x8 Virtual Office and Virtual Contact Centre products are true monthly subscription cloud-based services, which enables companies to pay per user. The solutions have a number of inherent integration options with industry leaders such as Salesforce and NetSuite (amongst others) making the transition simple and cost effective. 8x8’s licencing model is very simple.
There is no requirement for premises-based hardware equipment or external trunks regardless of a customer’s location anywhere in the world. All that is required is a high quality Internet connection.
“8x8 Virtual Contact Centre allows staff to literally work from anywhere – it’s a transparent, single platform allowing contact centre agents to perform all of their work from a single web portal interface,” says Paula Gill.
Jamaal Savwoir, Senior Sales Engineer for 8x8 explains that the benefits really are in the products’ quality and reliability. “8x8 has a secure real time protocol in place which can encrypt the voice traffic as it is routed globally. Our service platform is entirely internally developed and maintained by 8x8 for our customers – so we have complete control from end to end – hence our ability to guarantee high SLAs," Savwoir concludes.