Online Travel Agency iCruise.com Solves Business Communications Challenges
with 8x8’s Cloud-Based Unified Communications and Contact Center Solution
Popular US Cruise Seller Selects ‘One Stop Shop’ Solution from 8x8, With
Built-In Disaster Recovery, for 60+ Locations
SAN JOSE, Calif. -- February 19, 2014
8x8, Inc. (NASDAQ: EGHT), a provider of cloud-based unified communications and
collaboration solutions, today announced that iCruise.com, one of the largest
cruise sellers in the U.S., has deployed 8x8 Virtual Office and Virtual
Contact Center services in its corporate headquarters and 60+ remote
locations, creating a scalable, secure and reliable unified communications
platform with built in disaster recovery for its widely distributed
Founded in 2004 and headquartered in Delray Beach, Florida, iCruise.com, a
division of WMPH Vacations, sells cruises under various brand names and
private label packages. The company serves 80,000 passengers a year and has
the most downloaded mobile Cruise Finder app in the U.S. While most customers
find the travel agency online, only 20% complete their bookings online; the
other 80% call in to speak with an agent.
Following a rapid integration of the 8x8 Virtual Contact Center solution with
its back-office CRM system through 8x8’s out-of-the-box integration framework,
iCruise.com can now use incoming call data to differentiate its brands and
present the answering cruise travel agent with an appropriate call-handling
script. For example, if a customer calls in on a number designated for Hawaii
Cruises, agents see a script on their screen prompting them to answer “Aloha,
Hawaii Cruise Outlet, how may I help you?” 8x8’s real-time API also annotates
the in-house CRM system with caller information, including location, phone
number and the advertisement that generated the call, enabling brand
differentiation and personalization of future customer experiences.
“8x8 has a combined voice and contact center solution that can do it all:
provide inbound and outbound calling and call management, live agent chat,
click-to-call, call recording and live routing options,” stated iCruise.com
co-owner Don Walker. “It’s a one-stop shop for all our needs.”
“The ability to have both a cloud-based phone system and cloud contact center
was the tipping point for us,” agreed co-owner Uf Tukel. “The other business
VoIP providers we considered could only do one or the other. With 8x8, we
didn’t have to compromise—we got everything we wanted.”
8x8’s integrated solution also provides rich features such as “click-to-call”
that boost agent productivity throughout the marketing cycle. iCruise.com
agents can now easily place “bon voyage” and “welcome back” calls to customers
just by clicking on the phone number listed in the customer’s account record.
There’s no need to look up phone numbers or switch to a different
communications system to place outbound calls.
Call recording, which had historically been very costly for the company, is
now included as part of its standard 8x8 service. iCruise.com records calls in
order to train employees, improve agent performance, and enhance the
effectiveness of marketing campaigns. Managers can organize and listen to
calls by agent, queue, or distribution channel.
Tukel and Walker also credit 8x8’s hosted solution with helping them prepare
for the seasonal storms that sweep through southern Florida. Now when the
office loses power, employees stay in business by using the 8x8 mobile app on
their smartphones and tablets, switching to the “soft” 8x8 phone on their
laptops, or plugging their desk phones in at home.
“Our employees can work practically anywhere, as long as there’s an Internet
connection,” said Tukel. “If there’s no power at the office, we can all work
remotely. Customers don’t even realize that the office is closed because our
phone service is seamless. Thanks to 8x8, we’re much better prepared for the
hurricane season than we have been in the past.”
“We are glad to share our comprehensive cloud communications expertise with
customers like iCruise.com who want to integrate their corporate telephony and
contact center capabilities with back-office CRM systems,” said 8x8 CEO Vik
Verma. “8x8’s flexible and configurable API integrates easily with in-house
CRM solutions as well as with standard CRM software such as NetSuite and
Salesforce.com. By streaming call information in real time, 8x8’s solution
enables detailed reporting that can be invaluable in analyzing key performance
metrics for agents, queues, campaigns and channels.”
About 8x8, Inc.
8x8, Inc. (NASDAQ:EGHT) is a provider of unified communications and
collaboration (UCC) services in the cloud to small and medium businesses and
mid-market and distributed enterprises. The company delivers a broad suite of
UCC services to in-office and mobile devices spanning cloud business VoIP
phone service, virtual meeting web conferencing, contact center software and
virtual desktop through our proprietary unified software as a service, or
SaaS, platform. For additional information, visitwww.8x8.com, or
www.8x8.com/UK or connect with 8x8 on Google+, Facebook, LinkedIn and Twitter.
iCruise.com is a division of WMPH Vacations, a Florida-based travel company
specializing in cruises and resort vacations. Our travel partners include all
major cruise lines including Carnival, Celebrity, Cunard, Disney, Holland
America, Princess, Regent Seven Seas, and Royal Caribbean and our cruise
specialists are trained in all cruise destinations including Alaska, the
Bahamas, Bermuda, the Caribbean, Hawaii, Europe and the Panama Canal. For
additional information about iCruise.com, visit www.icruise.com or download
the Cruise Finder App by iCruise on iTunes, Google Play, or Amazon.com.
Tim Polakowski, 669-200-6638
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