Marketing Logistics and Supply Chain Provider Enhances Employee and Customer Experience Using Integrated Contact Center and Voice Communications, and 8×8 Voice for Microsoft Teams
8×8, Inc. , a leading integrated cloud communications platform provider, announced that Archway Marketing Services, a leading provider of supply chain services, has selected 8×8 XCaaS (eXperience Communications as a Service) to enhance employee communications and customer engagement. Archway will deploy 8×8’s integrated, cloud communications and contact center product with the 8×8 Voice for Microsoft Teams direct routing solution to drive its technology enhancement initiative across 12 locations for more than 700 employees.
Archway offers a suite of proven logistics solutions to streamline marketing, product support, and execution through the US and Canada. As the company grew, disparate on-premises solutions and downtime disrupted business, especially as the company was expanding hybrid work initiatives. Archway needed a reliable communications solution that would allow distributed employees and agents in the US and Canada to engage quickly and effectively with each other and customers.
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.@ArchwayMKTG deployed @8×8 #XCaaS and 8×8 Voice for #MicrosoftTeams to better connect distributed team members in the US and Canada to enhance #EX and #CX. #UCaaS #CCaaS
“We take pride in our availability and commitment to our customers. We knew we needed an integrated cloud-based communications and customer engagement platform when our legacy on-premises systems were no longer supporting the level of service customers required,” said Jeff Kish, Chief Technology Officer, Archway Marketing Services. “8×8 provides us with the integrated communications tools we need to ensure uninterrupted collaboration and engagement not only with our customers, but across all of our teams in the US and Canada. 8×8 XCaaS enables our employees to work from anywhere so we can continue delivering the exceptional services customers expect.”
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With 8×8 XCaaS, Archway is able to improve collaboration and reliability, ensure business resiliency, and strengthen its operate-from-anywhere workforce. 8×8 XCaaS includes integrated contact center, voice, video meetings, and chat capabilities, and is built on the resilient, secure, and compliant 8×8 Experience Communications Platform, which offers the highest levels of reliability. Following a service outage with Archway’s previous provider, 8×8 worked with the company to establish a new cloud communications service for one of their locations within 72 hours. Additionally, 8×8 Voice for Microsoft Teams allows Archway employees to continue leveraging a native Teams interface for collaboration and engagement while using 8×8’s enterprise-grade telephony and the Microsoft-certified for Teams 8×8 Contact Center solution.
“New work requirements are clearly highlighting that legacy, on-premises technology no longer meets the employee and customer experience needs for a distributed workforce. The ability to transition smoothly and quickly to the cloud is imperative,” said Amrit Chaudhuri, Chief Marketing Officer, 8×8, Inc. “Enterprises, like Archway, are recognizing the value of a single-vendor integrated cloud and contact center solution for driving customer success and growth efforts. We look forward to continuing our partnership with Archway and enabling their technology enhancement journey.”