The Challenge: Unstable, disconnected systems
Prior to adopting 8x8, communications at BeneCare Dental Plans was split between traditional wired services from AT&T for administration usage, and an on-premises Nortel system for its contact center. However, the setup was less than reliable, and it would go down at times, causing a headache for the IT team.
In addition, all of the organization’s communication channels—voice, fax, chat—were siloed and disconnected, and the organization lacked a video conferencing solution. This inhibited employee productivity and created an added burden for IT to manage it all.
“We realized that it was time to move to the cloud,” says Samir Trivedi, MIS Manager at BeneCare. The company’s leadership considered several cloud-based unified communication solutions and ultimately chose to migrate to 8x8 due to several factors.
8x8 offered a low cost per user and a rich feature set that unified all communication channels onto a single platform. 8x8’s integrated contact center management was unique—the other vendor solutions that they looked at would have required a separate automatic call distribution and contact center management system. Finally, 8x8 could help the team port their toll free numbers and help configure user accounts as part of the migration effort (other vendors required additional service contracts).
The Solution: Reliability and convenience with a single platform
The transition to 8x8 went smoothly for IT and staff across BeneCare’s multiple locations. “We had no problems at all,” recalls Trivedi. “We transferred all the lines from AT&T to 8x8, configured 8x8 Work and 8x8 Contact Center, and we were all set.”
Contact center agents, including 14 in Connecticut and 15 in Philadelphia, found 8x8 easy to learn and use. “Our agents now enjoy more features with 8x8 than they had with Nortel,” says Trivedi, “and they really like them.”
Trivedi says that two aspects of 8x8 in particular were most beneficial across the organization. First and foremost was availability. With 8x8’s 99.999% platform-wide uptime SLA, the team can depend on reliable service that keeps operations running smoothly and saves IT from spending time troubleshooting issues.
The second benefit has been the convenience gained from 8x8's platform which unifies business communications and contact center operations onto a single platform. "That works out very well for our staff," says Trivedi. "Whether they are working from home, or in the office, everyone can collaborate seamlessly."
The Results: Flexibility for a hybrid workforce
Moving to 8x8 in 2018 proved to be a timely decision for BeneCare Dental Plans. When the pandemic hit, the organization was able to continue operating due to 8x8’s cloud-based system and feature set that supported remote work. This continues to benefit BeneCare in the post-Covid era as it moved into a hybrid work model where employees come into the office a couple times per week and work from home the rest of the time.
Moreover, 8x8's fully integrated platform enables staff to access whichever communication channel they need—including video and VoIP calling—through a single, easy-to-use interface.
When asked if he’d advise similar organizations to move to 8x8, Trivedi says “I would absolutely recommend 8x8, 100%. We have really benefited from 8x8’s cloud-based services, high availability and reliability, and excellent support.”
