Azure selects 8×8 ahead of overseas expansion
Leading European vacation ownership specialist Azure has hired 8×8, Inc. the world’s first Communications Cloud provider, to replace its communications platform with the integrated, enterprise-grade cloud solutions 8×8 Virtual Office and 8×8 Virtual Contact Center.
By working in the cloud, Azure plans to develop customer service operations in its Malta-based head office, where its growing UK and Scandinavian membership is supported. The two-stage implementation is due to be completed by the end of 2017.
Azure specialises in offering luxury holiday properties at the Golden Sands Resort and Spa in Malta – an affiliate of The Registry Collection – and has plans to expand its member base in Europe to include Germany, Norway and Italy. It needed a robust communications platform that would allow it to scale rapidly, and 8×8’s innovative communications cloud solutions fulfilled both requirements, offering a platform that will grow alongside the business with all the advantages of investment in the latest technology, but without the capital outlay.
Marthese Vella, Azure’s chief information officer, said: “When we set out to select a VoIP and contact centre system we were looking for a provider that’s innovative, has a scalable and reliable product and can support our complex operations without being overly complicated as a system. 8×8 ticks all the boxes.
“We’re looking forward to working in a more unified and coherent way as an organisation to give our customer service agents the tools they need to continue delivering excellent service.
“They are a close-knit and knowledgeable team and 8×8’s technology will enhance their expertise. We have ambitious growth plans in the future and we’re confident 8×8 will be able to support us every step of the way.”
Until now Azure has used both a PBX and a VoIP telephone system, creating a fractured service that didn’t have the required analytics vital for its business. 8×8 Virtual Office will be implemented to help staff collaborate more effectively through its unified communications platform, regardless of where they are based in the world.
8×8 will also be upgrading Azure’s customer service offering with the 8×8 Virtual Contact Center solution. This will allow the company to manage its contact centres more effectively and efficiently and offer the best possible service to its customers. The outbound dialing function will also help the marketing team expand its telephone campaign activity, accurately measuring success and improving ROI.
The new system will support all 250 of Azure’s staff in its Malta and UK offices and is estimated to deliver cost savings of 35 per cent on telephony. There will be further cost savings with increased staff efficiency and improved reporting and analytics. The new system also gives staff the ability to work remotely from any location with an internet connection, as well as provide in-depth call analytics to monitor incoming and outgoing calls and improve overall operational efficiency.
Kevin Scott-Cowell, UK managing director of 8×8, said: “We are delighted to be working with a European market leader such as Azure as they expand their operations overseas and continue to enhance the overall customer experience.
“We look forward to supporting Azure with the open 8×8 Communications Cloud platform. This will offer them everything from mobility, flexibility and scalability through to presence management, advanced call forwarding, ring groups and analytics, which are vital to Azure’s ongoing success.”