itb-nz logo
Story image

8x8 selects Confirmit to deliver deeper customer insights

25 Jul 2018

8x8 has selected SaaS provider Confirmit’s Horizons platform to scale up its online and telephone surveys within its customer voice programme.

"We’re a global organisation, so the need to scale our programme effectively was a real focus for us,” says 8x8 customer experience manager Yesenia Orozco.

“With Confirmit, and particularly through the integration with multiple other platforms, we can see the full picture of our customers’ businesses. The implementation of this technology has cut down significantly on the time we need to spend managing the platform. We’re now able to focus on delivering impactful insights and guidance to our teams to help them deliver the best possible experience to our customers.”

8x8 helps over a million business users in A/NZ and around the world with cloud phone, meeting, collaboration, and contact centre solutions.

It lets enterprises engage at the speed of employee and customer expectations by putting the collective intelligence of the organisation in the hands of every employee.

Having learned what was missing from its previous approach, the 8x8 team was able to identify areas that were critical to taking their programme to the next level, including the handling of sophisticated hierarchies, intuitive dashboards, and the ability to enable Customer Success Managers to view feedback data directly within a CRM environment.

“Managing complex customer information to uncover the hidden truths that lie beneath the surface was critical for 8x8, as were the end-to-end capabilities of Confirmit Horizons,” Confirmit Americas president Dave King says.

“We are delighted to add them to our growing client roster and look forward to ensuring our constantly evolving technology continues to meet their needs in the future.”

With Confirmit Horizons currently in implementation, Orozco believes 8x8 will soon reap the benefits of the platform.

“After a thorough selection process and demonstrations from a number of providers in the space, it was clear that Confirmit offered by far the best platform in terms of functionality, scale, reliability and robustness,” says Orozco.

“No other vendor could handle the level of complexity we need to succeed. We look forward to expanding our partnership with Confirmit in the future as they continue to help us better our services and differentiate ourselves from the competition.”

Story image
Axios Systems bolsters University of Canterbury's IT service management
“The Axios Systems team had clearly addressed the requirements set out in our RFP Documentation. Not only did they answer the question of assyst’s capability, but also commented on how we could expand the use of the same functionality in the future phases of our implementation."More
Story image
ISPs pledge continued service as internet infrastructure feels the pressure
Some ISPs have already reported a huge increase in daytime, home-based internet usage as New Zealanders move their work into their living rooms, studies and spare rooms.More
Story image
UN telecommunications agency launches global platform to fortify countries' networks
The platform set out by the ITU today aims to assist policy-makers, regulators and telecommunication companies by sharing ‘best practices and initiatives put in place during the COVID-19 crisis'.More
Story image
Interview: Barracuda decision-makers discuss public cloud security
Last month, Barracuda released a report outlining the security barriers organisations must overcome to adopt the public cloud, as studies reveal that security was the top concern for such organisations.More
Story image
Acquia rolls out new version of Drupal development solution
Acquia has launched an updated version of Acquia Cohesion, a low-code solution for building and editing Drupal sites, with the intention of streamlining development efforts by up to 50%.More
Story image
TIBCO outlines data sharing across open banking, finance and beyond
Open banking is one step in the move towards an ‘open API economy’, in which key services are shared amongst internal departments, partners, and even public developers.More