Toy manufacturer Ty has partnered with 8x8 to leverage its XCaaS unified communications and contact centre platform.
Ty intends to deploy 8x8's XCaaS platform to enhance its customer engagement, employee communication and collaboration, both internally and externally, generate more valuable data and insights, and minimise overall costs.
Hunter Middleton, Chief Product Officer at 8x8, commented:
All of Ty’s product lines are associated with ‘fun,’ so it is critical that the company provides pleasant customer service engagements. With 8x8 XCaaS, Ty has been able to meet the specific metrics they had in mind, such as reducing cost and contact center wait times, while also improving their employee experiences and collaboration, all of which are the key ingredients to providing a great customer experience."
Ty is the primary soft toy manufacturer globally, with licensed properties including Beanie Boos, Beanies Babies, and Beanie Bellies. The company has hundreds of full-time employees across various United States locations.
With the upcoming discontinuation of its communication system, Ty recognised the need for a fresh cloud contact centre and unified communications solution. It aimed to ensure improved experiences, fostering seamless connections among customers and employees, irrespective of location.
Ty chose the 8x8 XCaaS platform because of its holistic nature, encompassing cloud contact centre, business phone, video meetings, team chat, and SMS capabilities. Following the implementation of 8x8, Ty has experienced annual savings of $75,000, attributed to the transition to a cloud-based, single-vendor contact centre and unified communications platform. Ty introduced an improved customer experience by offering a callback option, a feature chosen by 91.7 percent of customers contacting the contact centre.
“Implementation was incredibly fast and efficient – taking just four weeks – allowing us to easily train our employees on the new system so they were able to hit the ground running serving our customers immediately,” added John Thomas, System Administrator at Ty. “Our previous system made it incredibly difficult to make even the smallest changes, but with 8x8, we’re able to be more flexible and can optimise the system for our real-time customer and employee needs.”
