A Provider of Digital Automation and Managed Infrastructure Delivers Resilient Services with 8×8; Adopts New 8×8 Agent Workspace for Enhanced Productivity and Customer Experience
8×8, Inc., a leading integrated cloud communications platform provider, announced Sparkhound’s continued expansion of its 8×8 Contact Center deployment, including the new 8×8 Agent Workspace, to provide resilient, consistent cloud communications, collaboration, and customer engagement capabilities to its clients.
Sparkhound, headquartered in Baton Rouge, Louisiana, a region prone to flooding and hurricanes, provides managed IT, digital transformation, and call center operations services nationwide. Sparkhound moved their on-premises business systems to the cloud in order to ensure business continuity during major weather events. Offering business services 24/7 while handling hundreds, sometimes thousands, of calls per day for its clients, Sparkhound required a reliable communications and customer engagement solution that was easy to use and delivered a cohesive, seamless experience.
Sparkhound deployed 8×8 Contact Center to ensure business resilience while enhancing contact center agent and client experience. Sparkhound utilizes 8×8 Quality Management, allowing managers to monitor conversations, either in real-time or via recordings, and provide collaborative support and coaching to improve agent performance and enhance customer experience. Further, Sparkhound is able to share these call recordings with clients so they can conduct audits and provide their own feedback.
Marketing Technology News: Kibo Cited As the Only Leader by Independent Research Firm in B2C Commerce Solutions Research Report
.@8×8 announced @Sparkhound’s continued expansion of 8×8 #ContactCenter #CCaaS #XCaaS
“8×8 has allowed our business to deliver reliable support and services for our clients at times when consistency is so vital to their businesses, such as during extreme weather or disaster scenarios,” said Dave Baxter, VP of Sales at Sparkhound. “With 8×8 Contact Center, our team is able to quickly and easily service our clients because all of the information they need is at their fingertips. Additionally, this ease of use has exponentially increased the speed by which we can onboard new clients, enabling us to expedite the delivery of life-changing services.”
The new 8×8 Agent Workspace, a core component of 8×8 Contact Center, will further support Sparkhound’s contact center agents with its intuitive, modern interface and provide a tailored experience for remote and hybrid work environments.
“Visually, 8×8 Agent Workspace is fantastic – the sizing and placement of the various pieces of information allows our agents to easily and quickly find what they’re looking for to resolve customer issues,” continued Baxter. “Further, everything is intuitive and streamlined, allowing our agents to be more productive with their time and energy.”
Marketing Technology News: MarTech Interview with Ruoting Sun, Vice President, Product Marketing at Recharge Payments
As Sparkhound continues to drive growth, they are committed to expanding their relationship by partnering with 8×8 – a testament that 8×8’s continued product innovation and Customer first focus is mutually beneficial.
“Whether their client regularly experiences high call volumes, or intermittent spikes in activity, Sparkhound has a reliable, resilient solution to provide their clients with consistent service,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “Our Product first culture, as illustrated by the introduction of 8×8 Agent Workspace, has been a driving factor in Sparkhound continuing to choose 8×8’s products over competing vendors time and time again. Partnering with Sparkhound to provide flexibility, resiliency, and technological excellence allows Sparkhound to deliver superb client service and grow their business.”
