Thinktank Group Gets Customized White Label and Brand Insights with 8x8
02 Maggio 2024 - 3:00PM
Business Wire
8x8 Enables Thinktank Group to Create Tailored
Contact Center Processes to Support its White Label Business
Model
8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact
center and unified communications platform provider, today
announced that Thinktank Group has deployed the 8x8 cloud contact
center and unified communications platform to differentiate its
multiple white label brands and enhance customer experience within
its contact center.
Thinktank Group is a leading Australian-based property lending
specialist that has provided over $9 billion in lending solutions.
Operating a unique business model consisting of 6 white label
organizations within the larger umbrella group, the company has
seen significant success, growing from 75 to almost 250 employees
between 2020 and 2023. Using a single phone line for general
support of all their white label organizations often led to
confusion when customers called and didn’t recognize the larger
Thinktank Group name. The company needed dedicated phone lines,
branding, and processes for each of its white label organizations
to deliver a better customer experience.
By using 8x8, Thinktank Group created distinct toll-free phone
lines for each of its white label organizations, which includes
different branding and customized interactive voice responses (IVR)
and call routing queues for each. This has helped the company
enhance customer experiences across its many white label
organizations, reduce its abandoned call rate, and increase
first-call resolution rates, while establishing a Grade of Service
level consistently above 85%. In addition, by engaging the support
of 8x8 Professional Services to create a unique solution for each
white label organization, Thinktank Group now gets detailed
analytics and reporting on each brand's performance, and can see
with greater accuracy distinct metrics and data for each: who is
calling, which white label they’re calling, and why.
“Our customers call looking for detailed financial information,
and as Australia’s leading commercial property funding specialist
it’s important to us that we provide superior customer service
experiences,” said Andrew Brown, Chief Operations Officer at
Thinktank Group. “By using 8x8, we’re able to integrate
communications across our organization while smoothly
differentiating the channels that are customer-facing. Not only
does this help each individual white label organization improve
their own customer services, the data from each one helps feed into
our success at the group level too.”
“Thinktank Group’s growth is a testament to the group’s
expertise and status as Australia’s leading provider of lending
solutions for individuals and businesses, but with that comes the
need to offer differentiated support from a single communications
platform,” said Hunter Middleton, Chief Product Officer at 8x8,
Inc. “With 8x8, not only does Thinktank Group get distinct IVR and
call routing options for each of its white label organizations, but
it also gets a dedicated point of contact to help them create
tailored contact center and unified communications services in the
future. As the organization continues to grow, this will further
support its successful white label business model. At 8x8, we’re
proud of the results delivered so far, and are looking forward to
supporting Thinktank Group with the rollout of more customization
and greater personalization in the future.”
8x8’s cloud contact center and unified communications platform,
which includes integrated contact center, business phone, video
meetings, team chat, and SMS capabilities, is a resilient, secure,
and compliant cloud platform that offers the highest levels of
reliability with a financially backed, platform-wide 99.999 percent
uptime SLA across an integrated cloud UCaaS and CCaaS solution.
About 8x8 Inc.
8x8, Inc. (NASDAQ: EGHT) is transforming the future of business
communications as a leading Software as a Service provider of 8x8
XCaaS™ (Experience Communications as a Service™), an integrated
contact center, voice communications, video, chat, and SMS solution
built on one global cloud communications platform. 8x8 uniquely
eliminates the silos between Unified Communications as a Service
(UCaaS) and Contact Center as a Service (CCaaS) to power the
communications requirements of all employees globally as they work
together to deliver differentiated customer experiences. For
additional information, visit www.8x8.com, or follow 8x8 on
LinkedIn, Twitter and Facebook.
8x8®, 8x8 XCaaS™, Experience Communications as a Service™ are
trademarks of 8x8, Inc.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20240502139192/en/
8x8, Inc. Contacts:
Media: PR@8x8.com
Investor Relations: Investor.Relations@8x8.com
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