|[February 19, 2014]
Online Travel Agency iCruise.com Solves Business Communications Challenges with 8x8's Cloud-Based Unified Communications and Contact Center Solution
SAN JOSE, Calif. --(Business Wire)--
8x8 (News - Alert), Inc. (NASDAQ: EGHT), a provider of cloud-based unified
communications and collaboration solutions, today announced that
iCruise.com, one of the largest cruise sellers in the U.S., has deployed
8x8 Virtual Office and Virtual Contact Center services in its corporate
headquarters and 60+ remote locations, creating a scalable, secure and
communications platform with built in disaster recovery for its
widely distributed organization.
Founded in 2004 and headquartered in Delray Beach, Florida, iCruise.com,
a division of WMPH Vacations, sells cruises under various brand names
and private label packages. The company serves 80,000 passengers a year
and has the most downloaded mobile Cruise Finder app in the U.S. While
most customers find the travel agency online, only 20% complete their
bookings online; the other 80% call in to speak with an agent.
Following a rapid integration of the 8x8 Virtual Contact Center solution
with its back-office CRM system through 8x8's out-of-the-box integration
framework, iCruise.com can now use incoming call data to differentiate
its brands and present the answering cruise travel agent with an
appropriate call-handling script. For example, if a customer calls in on
a number designated for Hawaii Cruises, agents see a script on their
screen prompting them to answer "Aloha, Hawaii Cruise Outlet, how may I
help you?" 8x8's real-time API also annotates the in-house CRM system
with caller information, including location, phone number and the
advertisement that generated the call, enabling brand differentiation
and personalization of future customer experiences.
"8x8 has a combined voice and contact center solution that can do it
all: provide inbound and outbound calling and call management, live
agent chat, click-to-call, call recording and live routing options," stated
iCruise.com co-owner Don Walker. "It's a one-stop shop for all our
"The ability to have both a cloud-based phone system and cloud contact
centerwas the tipping point for us," agreed co-owner Uf Tukel. "The
other business VoIP providers we considered could only do one or the
other. With 8x8, we didn't have to compromise-we got everything we
8x8's integrated solution also provides rich features such as
"click-to-call" that boost agent productivity throughout the marketing
cycle. iCruise.com agents can now easily place "bon voyage" and "welcome
back" calls to customers just by clicking on the phone number listed in
the customer's account record. There's no need to look up phone numbers
or switch to a different communications system to place outbound calls.
Call recording, which had historically been very costly for the company,
is now included as part of its standard 8x8 service. iCruise.com records
calls in order to train employees, improve agent performance, and
enhance the effectiveness of marketing campaigns. Managers can organize
and listen to calls by agent, queue, or distribution channel.
Tukel and Walker also credit 8x8's hosted solution with helping them
prepare for the seasonal storms that sweep through southern Florida. Now
when the office loses power, employees stay in business by using the 8x8
mobile app on their smartphones and tablets, switching to the "soft" 8x8
phone on their laptops, or plugging their desk phones in at home.
"Our employees can work practically anywhere, as long as there's an
Internet connection," said Tukel. "If there's no power at the office, we
can all work remotely. Customers don't even realize that the office is
closed because our phone service is seamless. Thanks to 8x8, we're much
better prepared for the hurricane season than we have been in the past."
"We are glad to share our comprehensive cloud communications expertise
with customers like iCruise.com who want to integrate their corporate
telephony and contact center capabilities with back-office CRM systems,"
said 8x8 CEO Vik Verma. "8x8's flexible and configurable API integrates
easily with in-house CRM solutions as well as with standard CRM software
such as NetSuite and Salesforce.com (News - Alert). By streaming call information in
real time, 8x8's solution enables detailed reporting that can be
invaluable in analyzing key performance metrics for agents, queues,
campaigns and channels."
About 8x8, Inc.
8x8, Inc. (NASDAQ:EGHT) is a provider of unified
communications and collaboration (UCC) services in the cloud to
small and medium businesses and mid-market and distributed enterprises.
The company delivers a broad suite of UCC services to in-office and
mobile devices spanning cloud business VoIP phone service, virtual
meeting web conferencing, contact center software and virtual desktop
through our proprietary unified software as a service, or SaaS (News - Alert),
platform. For additional information, visit www.8x8.com,
or www.8x8.com/UK or connect with
8x8 on Google+, Facebook,
LinkedIn and Twitter.
iCruise.com is a division of WMPH Vacations, a Florida-based travel
company specializing in cruises and resort vacations. Our travel
partners include all major cruise lines including Carnival, Celebrity,
Cunard, Disney (News - Alert), Holland America, Princess, Regent Seven Seas, and Royal
Caribbean and our cruise specialists are trained in all cruise
destinations including Alaska, the Bahamas, Bermuda, the Caribbean,
Hawaii, Europe and the Panama Canal. For additional information about
iCruise.com, visit www.icruise.com
or download the Cruise Finder App by iCruise on iTunes, Google Play, or
Amazon.com (News - Alert).
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