Ty Chooses 8×8 XCaaS for Enhanced CX

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Filed under - Contact Centre News,

8×8 has announced that Ty Inc., has deployed the 8×8 XCaaS (Experience Communications as a Service) cloud contact centre and unified communications platform to improve customer engagement, employee communication and collaboration, both internally and externally, provide deeper data and insights, and reduce overall costs.

Ty is the #1 soft toy manufacturer in the world, consisting of licensed properties such as Beanie Boos, Beanies Babies, and Beanie Bellies, with hundreds of full-time employees across multiple locations in the United States.

With the company’s previous communication system about to be discontinued, Ty knew it needed a new cloud contact centre and unified communications solution capable of providing enhanced experiences and connecting its customers and employees, regardless of location.

Ty turned to IT consultant Morgan Birge for expert advice to modernize their communications and collaboration infrastructure.

“We understood how important it was for Ty to have a customer engagement and communications solution that reflected their values as a customer-first company,” said Simon Welling, General Manager at Morgan Birge.

“We worked very closely with them to ensure we were meeting all of their unique needs, as well as checking the boxes they had for reliability, customer service, advanced features and benefits, and affordability.”

Ty chose the 8×8 XCaaS platform, which includes cloud contact centre, business phone, video meetings, team chat, and SMS capabilities, to improve collaboration and communication between its customers and employees.

Since deploying 8×8, Ty has realized a yearly savings of $75,000 by switching to a cloud-based, single-vendor contact centre and unified communications platform.

Additionally, Ty has begun offering an enhanced experience by giving customers a callback option when calling the contact centre, with 91.7% of customers opting for this feature.

“Implementation was incredibly fast and efficient – taking just four weeks – allowing us to easily train our employees on the new system so they were able to hit the ground running serving our customers immediately,” said John Thomas, System Administrator at Ty.

“Our previous system made it incredibly difficult to make even the smallest changes, but with 8×8 we’re able to be more flexible and can optimize the system for our real-time customer and employee needs.”

“All of Ty’s product lines are associated with ‘fun,’ so it is critical that the company provides pleasant customer service engagements,” said Hunter Middleton, Chief Product Officer at 8×8, Inc.

“With 8×8 XCaaS, Ty has been able to meet the specific metrics they had in mind, such as reducing cost and contact centre wait times, while also improving their employee experiences and collaboration, all of which are the key ingredients to providing a great customer experience.”

8×8 XCaaS is a resilient, secure, and compliant platform, offering the highest levels of reliability with a financially backed, platform-wide 99.999 percent uptime SLA across an integrated cloud UCaaS and CCaaS solution.

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

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Author: 8x8

Published On: 13th Dec 2023
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