Lake Ridge Bank is leveraging 8×8’s XCaaS platform to improve customer engagement and employee experience.
The Wisconsin bank will deploy 8×8’s integrated cloud contact centre and unified communications platform across its 21 branches to modernise its communications infrastructure, both customer-facing and internally.
Lake Ridge Bank required an integrated contact centre and UC solution across mobile, desktop, and web that was scalable and intuitive to manage and use. The platform needed to empower employees to provide valuable customer services, especially for elaborate customer inquiries needing input from specialised banking advisors.
“We understand how important it is for financial services organisations to provide their customers with resources and services they need while also providing an excellent customer experience,” Hunter Middleton, Chief Product Officer at 8×8, said.
We are proud to provide Lake Ridge Bank with the cloud contact center and unified communications solution they need to ensure that not only are their employees taken care of, but they are also able to provide their customers with the service that customer obsessed organizations, like Lake Ridge Bank, are known for.”
As well as providing better customer service, 8×8’s XCaaS aimed to improve operational efficiency. The solution allows Lake Ridge Bank’s employees quick access to the resources they need, enhancing collaboration across the business. As an integrated platform, 8×8’s XCaaS system has also allowed Lake Ridge Bank to minimise costs by eliminating the requirement for multiple disparate products.
“With 8×8, we have a reliable, easy-to-manage platform that allows our managers and employees to focus on their customers rather than technical errors or hardware malfunctions,” Wade Carlson, Information Security and User Experience at Lake Ridge Bank, added. “It provides us with the same peace of mind and trust we work so hard to give our customers.”
8×8’s Summer of Upgrades
8×8 has launched significant updates to several of its solutions in recent months.
In July, the company released multiple UCaaS and CCaaS upgrades to its XCaaS platform designed to enhance the customer experience.
The UCaaS updates include improvements to the 8×8 Work desktop, mobile and web experience, the user ability to click-to-call in the web browser, a web dialer Google Chrome extension, and several new features for the 8×8 Admin Console. The contact centre additions encompassed refinements to 8×8’s Supervisor Workspace, contact centre analytics functionalities, agent performance tracking capabilities, and improved customer journey mapping.
Also that month, 8×8 launched a new technology partner ecosystem to revolutionise the customer experience.
The 8×8 Technology Partner Ecosystem integrates groundbreaking technologies into the 8×8 platform with persistent data to improve business intelligence and insights. Among the benefits of the integrations with over 30 new partners is advanced AI features enabling businesses to introduce AI-driven customisable experiences with flexibility.
Last month, 8×8 launched a “next-gen” version of its Phone App for Microsoft Teams, introducing native calling experiences and improved user performance.
The 8×8 Phone App is built on the company’s direct routing service, connecting the Public Switched Telephone Network (PSTN) with Teams to offer businesses the most cost-effective strategy to enable native calling in Teams without extra software, desktop plugins, mobile apps, or requiring per user Teams Phone licenses.
This next-gen iteration is essential to the 8×8 for Microsoft Teams solution portfolio, which includes Teams 8×8 Contact Centre and the premier direct routing service solution, 8×8 Voice for Microsoft Teams. The Microsoft Teams solution portfolio is built on the 8×8 XCaaS platform.
