8×8 has announced that Kubota Tractor Corporation has deployed the 8×8 XCaaS (eXperience Communications as a Service) cloud contact centre and unified communications platform for increased flexibility and ease of use across the entire organization.
Based in Grapevine, Texas, Kubota Tractor Corporation is a U.S. marketer and distributor of Kubota-engineered and manufactured machinery and equipment.
Employing more than 5,000 employees in North America, Kubota needed a communications platform capable of keeping its employees connected, regardless of where they’re located, to deliver the highest levels of customer service across the entire organization.
Kubota wanted to ensure that customers calling with a parts, repair, or financing question, were always put in touch with the right employee able to provide the best possible service.
Kubota was able to achieve this by moving to the cloud and consolidating previously disparate systems by deploying the 8×8 XCaaS integrated cloud contact centre and unified communication platform.
Because the platform is cloud-based, Kubota no longer has to manage and maintain on-premises systems and can instead troubleshoot remotely, saving time and money, and ensuring consistent, exceptional customer experiences at every touchpoint.
Further, by having a single-vendor platform, Kubota has benefited from 8×8’s analytics and reporting capabilities across the entire organization.
With the ability to monitor call quality, wait times, and the number of incoming calls on any given day, managers are empowered to make any necessary adjustments based on real-time data to ensure exceptional customer experiences.
“Before 8×8, we were running countless disparate on-premises systems that didn’t communicate with each other, didn’t improve collaboration, and were difficult to maintain,” said Roland Gelindon, senior unified communications engineer, Kubota Tractor Corporation.
“Now with our contact center and communications in the cloud at 8×8, we’re able to run daily diagnostics to pinpoint and mitigate potential issues, all while having access to real-time call and user data that allows our team to better work with each other and customers to ensure positive, beneficial experiences.”
“Having the right tools, resources, and information on hand to effectively run a nation-wide business can make all the difference when it comes to building long-lasting customer relationships,” said Hunter Middleton, Chief Product Officer at 8×8, Inc.
“Regardless of whether an employee is inside or outside the contact center, 8×8 XCaaS ensures Kubota has access to the resources and information they need to ensure their team is able to successfully meet customer service demands through consistent, seamless communication and collaboration.”This blog post has been re-published by kind permission of 8x8 – View the Original Article
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