The Challenge: Inflexible, costly, and limited
Agilisys operates out of three main offices in the United Kingdom. With hundreds of staff across the UK, it’s critical that Agilisys has a simple, streamlined communications system that keeps everybody connected, wherever they might be. Plus, the company’s work involves helping public sector organizations optimize their operations, which can sometimes mean sending employees or engineers out in the field, so connecting mobile staff to the system is of critical importance.
Before 8x8, Agilisys was using Cisco for its internal communications, but the system was proving to be inflexible and exceedingly costly. Additionally, Agilisys was on the hunt for a provider with top-notch integrations and the ability to integrate multiple communications streams, including chat, video, and voice, all on one platform. Lastly, the team was looking for a platform that could provide them with crucial data through reporting and analytics, so that they could continue to optimize their own workforce and tools to keep things running smoothly.
When the team found 8x8 on their search for a new platform, they found everything they were looking for, all at a more affordable price than what they were paying their previous provider.
The Solution: Powerful tools and insights, right at employees’ fingertips
When it came time to make the switch to 8x8 Work and 8x8 Contact Center, Agilisys chose to do a staged migration over the course of three to four months.
Currently, all of the contact center team managers are utilizing Agent Workspace, and the staff is in the process of making the transition as well, with about 60% to 70% set up on 8x8 Agent Workspace. 8x8 Agent Workspace is an intuitive, design-led interface that transforms the contact center agent's role by delivering a tailored experience that uniquely blends contact center and unified communications capabilities in a single application.
“With 8x8, we have immediate access to things like quality monitoring, speech analytics, and a full view of the customer experience, which has been so valuable.” says Ian Palmer, Customer Services Design Analyst at Agilisys.
With the old system, Palmer needed to reach out to analysts who would have to extract and compile the data from the Cisco system. But now with 8x8, all the data that the team managers use is always a few clicks away, right from their dashboard. “8x8 allows us to have a more holistic view,” says Palmer. “Our team can easily access the data and let agents know how they're performing and provide good feedback.”
Managers can even log on and easily create bespoke reports in the morning that they can easily disseminate to the agents, depending on what topics they might be exploring or working to optimize on a given day.
The Result: “A revolution within our contact center”
In terms of reporting, 8x8’s powerful analytics have offered some crucial information to Palmer and his team. When it comes to quality management, the team can quickly access data on things like scheduling, call logs, and wait times, and they can easily listen to recordings of previous calls for training and development purposes.
For the agents at Agilisys, having a virtual platform has streamlined their work and brought about some much-needed flexibility. “The biggest thing for us has been having a virtual platform,” says Palmer. “8x8 allows us to have people working from home, which our agents never had the ability to do previously. Allowing people to work remotely has been a sort of a revolution within our contact center.”
And the change couldn’t have been better timed—for little did they know that COVID-19 was just around the corner. With 8x8, when the pandemic hit and the first wave of lockdowns happened, the teams at Agilisys were agile and prepared to work efficiently, from anywhere, allowing the teams to succeed with a hybrid system that is still in effect today.
