8×8 launches big data analytics and reporting tools

8×8, a provider of cloud-based unified communications and contact center solutions, has launched its big data analytics and reporting tools to track the communications activity and trends within organization.

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8×8 today said its Virtual Office Analytics services delivers customizable view of real-time and historical information associated with the services, extensions and devices in an organization’s Virtual Office telephony deployment.

Enterprises can also get data associated with internal and external call activity, call queue and ring group status, call quality and individual end-point device status around the globe. The cloud driven service enables this analytics to collect data from many distributed locations and centralize reporting and analysis of the data at a single point.

TMW Systems, a provider of enterprise transportation management software, has deployed 8×8’s telephony, unified communications and contact center solutions to more than 1,000 users across seven locations.

“We intend to use these tools not just to give us performance analysis of the 8×8 communications solution, but to also provide TMW’s management insight into our business operations. This capability really advances the 8×8 solution to more of a business transformation tool as opposed to a simple replacement phone system,” said Ron Godine, IT director at TMW Systems.

To develop the 8×8 Virtual Office Analytics solution, 8×8 leveraged its own big data infrastructure and methodology, which was originally designed to help identify problems with customer networks, provide proactive customer service, obtain marketing and service utilization data and manage carrier quality and service optimization.

8×8’s Virtual Office Analytics provides intelligence to improve in areas like workgroup collaboration performance, sales campaigns effectiveness, customer experience management and staffing requirements. 8×8’s Global Reach technology enables worldwide call routing tracking and media optimization.

“We’re hearing a common theme from CIOs these days surrounding the broader business value being derived from 8×8’s cloud-based solutions far beyond mobility, productivity and cost savings,” said 8×8 CEO Vik Verma.

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