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 organization.
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.”