Challenges
Chantelle Group, the epitome of Parisian elegance, has been designing, manufacturing, and selling lingerie since 1876. The family-run business serves eight million customers worldwide, with collections that range from daring fashion labels and next-gen swimwear to timeless classics.
Core values such as trust, quality, collaboration, and innovation run deep, not only across all Chantelle brands but also in the company’s approach to customer service and internal communications.
“We have a very close relationship with our customers,” says Lies Wolff, Customer Service and Finance Manager at Chantelle Group. “To maintain this relationship, it’s important that our customer service team can answer the phone quickly, know who is calling, and for the connection to be clear.”
With its old Fuze telephony platform nearing end-of-life, Chantelle launched a tender to find a more practical cloud-based solution for supporting physical phone, softphone, and mobile users.
“Call quality had become an issue, and employees were using their personal mobile devices to improve conversations,” explains Massinissa Benamar, Helpdesk Manager at Chantelle Group. “Also, from an IT admin perspective, Fuze was hard to maintain and customize.”
Along with simpler IT management, other essential requirements for the new solution included fast deployment, rich features, and better value for money with the potential for time and cost savings.
“We ran a formal RFP and visited a shortlist of companies,” adds Massinissa. “With other vendors, we found limitations with softphone capabilities and feature gaps. 8×8 had a much stronger offer, along with impressive technical support and resources to meet our timescales.”
The Solutions
Over a five-month period, 8×8 worked closely with Chantelle to plan, design, and roll out 8×8 Work to 250 employees across France, Germany, and Benelux – taking care throughout to ensure zero disruption to retail operations and customer service.
“The 8×8 team was absolutely incredible and very responsive,” says Massinissa. “If I had a question, I usually received an answer within 15 minutes. They were always honest and transparent about what could be achieved. Our 8×8 solution worked from day one, and we haven’t experienced a single outage since.”
Most Chantelle employees handle calls through their Windows-based desktops, while certain roles, such as receptionists, retain dedicated physical phones.
Sales teams and field workers also have the option of connecting with colleagues and customers via the 8×8 Work mobile app.
The company also implemented 8×8 Engage, which is designed for customer-facing expert workers outside the contact centre – to deliver responsive, contextual, and personalized experiences, wherever they are. It provides contact centre-rich features that are needed, but isn’t overwhelming to users.
“We chose 8×8 Engage because it gave us more functionality and deeper analytics than we previously had,” said Massinissa. “The intuitive interface made the transition effortless for our agents.”
Available to advisors managing customers in Belgium and Germany, 8×8 Engage optimizes call flows which in turn ensures faster connections with subject matter experts. In addition, it offers AI-driven analytics, workflow automation, and actionable data to help enhance interactions.
The Results
Seamless interactions are vital for a retailer engaged with phone-based sales and customer service. Thanks to improved connectivity and call audio quality, Chantelle employees and customers now enjoy more effective conversations.
The company also benefits from improved data security, compliance, and IT governance now that staff no longer have to rely on personal phones to record calls.
Similarly, the ability to search contacts faster than before has enhanced collaboration with customers and internally across the business.
Since migrating from Fuze, the company estimates a 60% TCO savings due to more favourable international call charges and a switch from unmetered to metered billing.
The IT team has noticed the difference too, with a much appreciated 75% productivity gain. “For an admin or technician, 8×8 is way easier to manage than Fuze,” says Massinissa.
“The system’s also more stable, and we’re no longer afraid to make changes in case we crash it. Time savings are another big benefit that’s really helped improve our team morale.”
Speed of licence provisioning is a prime example. In just a few clicks, IT staff can create a new user, attribute the device, and assign rights in under five minutes, compared to 20 minutes previously.
Chantelle is currently looking to extend the benefits of the 8×8 solution to other office locations, starting with North and Latin America.
Other future possibilities include exploring the platform’s AI and automation capabilities in greater depth. When ready, the company has the added option to leverage pre-validated 8×8 integrations with core applications like Salesforce.
This blog post has been re-published by kind permission of 8x8 – View the Original Article
For more information about 8x8 - visit the 8x8 Website
About 8x8
8x8 is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact centre, and enterprise-class API solutions, powered by one global cloud communications platform. Find out more about 8x8
Author: 8x8
Reviewed by: Megan Jones
Published On: 9th Apr 2026
Read more about - Industry News, 8x8, Case Studies
