Ty Chooses 8×8 XCaaS for Enhanced CX Related Articles The Ins and Outs of Providing Enhanced CX 8x8 XCaaS Sees Global Customer Growth Rotherham Metropolitan Borough Council Deploys 8x8 XCaaS Leveraging Cloud Technology for Enhanced CX in Financial Services © One Time - Shutterstock - 2292565475 Filed under - Contact Centre News, 8x8 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 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 Published On: 13th Dec 2023 Read more about - Contact Centre News, 8x8 Recommended Articles The Ins and Outs of Providing Enhanced CX 8x8 XCaaS Sees Global Customer Growth Rotherham Metropolitan Borough Council Deploys 8x8 XCaaS Leveraging Cloud Technology for Enhanced CX in Financial Services Related Reports Guide: Contact Center Buyer's Guide Report: 2030 Customer Experience Vision eBook: Embracing eXperience Communications as a Service (XCaaS) eBook: The Real Costs of Doing Nothing Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter