The Challenge: Disparate, siloed systems with basic IVR
Prior to adopting 8x8, Acer had multiple, on-premises systems in various locations that supported its contact center operations for the Americas. For example, they had one solution for PBX functionality, another powered the contact center software, and yet another tool provided recording features. Consolidating them into one cloud-based system would provide greater visibility into the end-to-end customer journey.
With cloud communications in place, Acer then turned its attention towards enhancing its interactive voice response (IVR) system. As a first touchpoint with Acer customer service, the company wanted customers to have a positive experience with the system, as well as fast, efficient resolution to their inquiry. The IVR system was based on DTMF technology, which provided basic keyboard-driven menus, queuing, and routing. Moving to an AI-based IVR system would increase the ease-of-use for customers, as well as call handling speed and efficiency of across its contact center operations
The Solution: Intelligent self-service across languages and geographies
In 2018, Acer decided to migrate to the cloud and consolidate all of its communications onto one unified platform: 8x8. As a result, it gained greater visibility into the customer experience across its regional contact centers. Learn more about Acer’s journey from on-premises to 8x8.
Efficient, fast call handling with Intelligent IVR
Once Acer was set up on 8x8 Contact Center, making changes was easy. The company added on 8x8’s Intelligent IVR solution to help drive consistent and sophisticated call handling. The speech-enabled voice response system leverages analytics and conversational AI technology to provide both self-service options and a personalized experience for incoming callers.
Acer used 8x8 Communication APIs to build a custom integration that connects 8x8 Contact Center with the company’s homegrown CRM, billing, and other systems in order to further personalize every customer call. With Intelligent IVR, contact center managers can build interaction flows that match the complexity of Acer’s operational structure.
For example, a customer can provide details like a product serial number by key input or voice, and the Intelligent IVR automatically performs a data dip into various backend systems to gather the relevant information. Then, based on a few factors, such as warranty status, language spoken, or geographic location, the IVR routes the customer to the best agent to handle that inquiry. When that agent is connected to the call, all the pertinent information is on hand, and they can immediately start helping the customer.
Other integrations with 8x8 have helped improve communications. 8x8 Voice for Microsoft Teams gives Acer upper management access to 8x8 telephony from within the familiar Teams environment. The company is also in the process of integrating WhatsApp and SMS into 8x8 Contact Center to expand customer channels.
The Benefits: Faster call resolution, more productive agents
Moving from disparate, siloed systems into one centralized solution has been a tremendous boon to agent productivity at Acer due to the improved agent experience as well as quality and workforce management tools. Intelligent IVR has optimized agent time even further.
Many customers can complete routine inquiries through self-service options. When they do reach an agent, the smooth transition between automated IVR and agent means that the agent is fully prepared to assist right away and the customer doesn’t have to repeat information. As a result, call handling time has dropped and customer satisfaction has increased.
On the management side, 8x8 has provided greater visibility into the customer journey at every juncture, from the first touchpoint of answering a call. 8x8 Analytics helps managers better manage their teams, and the platform’s seamless support for remote work enables Acer to offer a hybrid work model, something that employees really enjoy. Contact Center manager, Marcella Prieto, sums it up: “I believe when you have happy employees, you get happy customers. And after we switched to 8x8, we noticed an increase in customer satisfaction.”
