Azure, the European vacation ownership specialist, has selected 8×8 to replace its communications platform with cloud platforms.
The 8×8 Virtual Office and 8×8 Virtual Contact Center will help Azure develop customer service operations in its Malta-based head office, where its growing UK and Scandinavian membership is supported. The two-stage implementation will be completed by the end of 2017.
Azure specializes in offering luxury holiday properties at the Golden Sands Resort and Spa in Malta, and had plans to expand its member base in Europe to include Germany, Norway and Italy.
“When we set out to select a VoIP and contact center 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,” said Marthese Vella, CIO, Azure. “We’re looking forward to working in a more unified and coherent way as an organization 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.”
Azure had previously used both a PBX and a VoIP telephone system, creating a fractured service that didn’t have the required analytics that are vital for the business. 8×8 Virtual Office will be implemented to help staff collaborate more effectively through its unified communications platform, no matter where they are based in the world.
The 8×8 Virtual Contact Center’s outbound dialing function will meanwhile 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 percent 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.
“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,” said Kevin Scott-Cowell, UK managing director of 8×8. “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.”