Terracon runs a reliable, consistent IT service desk on 8x8

Terracon’s IT service desk team fields support needs for employees across the company, from hardware provisioning to software installing to troubleshooting issues of all kinds. The team staffs a service desk during daytime business hours, and offers 24/7 on-call support for emergencies. Employees can contact the service desk across multiple channels: voice, chat, email, and a self-service ticketing system.

The Challenge: Finding the right enterprise-grade cloud solution

Terracon’s IT service desk team handles 600 to 1000 requests coming in each week through voice and chat. They had been using an old on-premises system, but found it difficult to scale. Looking for a cloud-based contact center platform made sense, and the team reviewed several providers, including 8x8. Although they liked 8x8 at the time, one of their partners brought a different communications vendor to the table and it won them over.

After a period of time, the Terracon team found that this solution was not meeting their needs in terms of reliability and consistency, and the solution had initially over-promised and then under-delivered. The team went back to the list of candidates and considered their options, remembering how much they liked 8x8 the first time around. So when their contract ended, they made the switch to 8x8 for voice and chat communications.

The Solution: Greater reliability, consistency, and quality

Moving to 8x8 Contact Center was straightforward for the Terracon team. After some initial bumps in implementation, the rollout was seamless. A formal training session helped get everyone up to speed quickly, so by the time 8x8 went live, it was familiar to all the agents.

“Our 8x8 go-live day was so smooth,” says Ryan Stock, IT Service Desk Manager at Terracon, “that we were up and running that morning. My whole team was taking calls and chats, and it was all working just fine.”

Terracon also uses 8x8 Voice for Microsoft Teams integration to create a seamless calling experience from the Teams interface.

Once the service desk was on 8x8, Terracon employees noticed the difference right away. “Our employees were having a much better phone call experience on 8x8,” says Stock. “Our agents were getting comments like, ‘Did you change headsets or something? You guys just sound better.’ It was really great to hear that.”