Sparkhound has continued the expansion of its 8×8 Contact Center deployment, including the new 8×8 Agent Workspace, to provide resilient, consistent cloud communications, collaboration, and customer engagement capabilities to its clients.
Sparkhound, headquartered in Baton Rouge, Louisiana, a region prone to flooding and hurricanes, provides managed IT, digital transformation, and call centre operations services nationwide.
They moved their on-premises business systems to the cloud in order to ensure business continuity during major weather events.
Offering business services 24/7 while handling hundreds, sometimes thousands, of calls per day for its clients, Sparkhound required a reliable communications and customer engagement solution that was easy to use and delivered a cohesive, seamless experience.
Sparkhound deployed 8×8 Contact Center to ensure business resilience while enhancing contact centre agent and client experience.
Sparkhound utilizes 8×8 Quality Management, allowing managers to monitor conversations, either in real time or via recordings, and provide collaborative support and coaching to improve agent performance and enhance customer experience.
Further, Sparkhound is able to share these call recordings with clients so they can conduct audits and provide their own feedback.
“8×8 has allowed our business to deliver reliable support and services for our clients at times when consistency is so vital to their businesses, such as during extreme weather or disaster scenarios,” said Dave Baxter, VP of Sales at Sparkhound.
“With 8×8 Contact Center, our team is able to quickly and easily service our clients because all of the information they need is at their fingertips. Additionally, this ease of use has exponentially increased the speed by which we can onboard new clients, enabling us to expedite the delivery of life-changing services.”
The new 8×8 Agent Workspace, a core component of 8×8 contact centre, will further support Sparkhound’s contact centre agents with its intuitive, modern interface and provide a tailored experience for remote and hybrid work environments.
“Visually, 8×8 Agent Workspace is fantastic – the sizing and placement of the various pieces of information allows our agents to easily and quickly find what they’re looking for to resolve customer issues,” continued Baxter. “Further, everything is intuitive and streamlined, allowing our agents to be more productive with their time and energy.”
As Sparkhound continues to drive growth, they are committed to expanding their relationship by partnering with 8×8 – a testament that 8×8’s continued product innovation and customer-first focus is mutually beneficial.
“Whether their client regularly experiences high call volumes, or intermittent spikes in activity, Sparkhound has a reliable, resilient solution to provide their clients with consistent service,” said Hunter Middleton, Chief Product Officer at 8×8, Inc.
“Our product-first culture, as illustrated by the introduction of 8×8 Agent Workspace, has been a driving factor in Sparkhound continuing to choose 8×8’s products over competing vendors time and time again.
“Partnering with Sparkhound to provide flexibility, resiliency, and technological excellence allows Sparkhound to deliver superb client service and grow their business.”
8×8 Contact Center is part of 8×8 XCaaS (eXperience Communications as a Service), offering integrated cloud contact centre, voice, team chat, video meetings, and CPaaS embeddable APIs capabilities in a single-vendor solution.
8×8 XCaaS is built on the resilient, secure, and compliant 8×8 eXperience Communications Platform, which offers the highest levels of reliability and the industry’s only financially backed, platform-wide 99.999 percent SLA across an integrated cloud UCaaS and CCaaS solution.
This blog post has been re-published by kind permission of 8×8 – View the original post
To find out more about 8×8, visit their website.