Project Description

Why pivot to experience-focused communications service? (XCaaS)

11 statistics to prove the measurable value of experience communications

Businesses today are continuing to look to cloud innovation to transform the way their employees and customers communicate and engage. The ever-changing requirements of life and work demand extreme agility and lightning-fast responsiveness — but all of these have become a challenge to deliver upon with the disparate unified communications and contact centre solutions deployed in the past.

That is why organisations are embracing a new era of integrated cloud unified communications and contact centre solutions. Such as as 8×8’s Experience Communications as a Service (XCaas) that integrates contact centre, voice, video, chat, and APIs on a single cloud platform.

Research firm Metrigy, in a survey of 700 companies across 12 countries and 23 industries, found that 77% of the organisations have or are now planning to integrate their unified communications and contact centre technologies; with 62% of these with a single provider.

But that’s not all they found. Here are 11 more powerful stats to help you prove the measurable value of investing in experience communications.

  1. Organisations that integrate unified communications and contact centre with a single vendor, empowering the contact centre and the rest of the business to communicate, collaborate and share insights, achieve a 37% improvement in agent efficiency.
  2. Organisations that integrate unified communications and contact centre with a single vendor experience a 14% decrease in costs.
  3. Those that integrate unified communications and contact centre with a single vendor achieve a 57% customer rating improvement from customers receiving faster and better responses and first-contact resolution through the help of organisational Subject Matter Experts (SMEs).
  4. Businesses that invest in an integrated unified communications and contact centre solution see a nearly 100% revenue improvement for the areas affected by the integration (for example, a contact centre that handles a particular product and now taps into non-agent experts not just to help close cases, but to close cross-sell and upsell sales opportunities).
  5. By 2024, organisations providing a total experience (TX) will outperform competitors by 25% in satisfaction metrics for both CX and EX.
  6. Unified communication-enabled contact centres see a 50% increase in agent productivity, a 2.9x average handle time improvement year-over-year and an 80% decrease in customer complaints.
  7. 85% of organisations that have deployed an integrated cloud communications platform (unified communications + contact centre) have experienced increased customer satisfaction.
  8. 84% of organisations that have deployed an integrated cloud communications platform (unified communications + contact centre) have experienced increased employee productivity.
  9. 82% of organisations that have deployed an integrated cloud communications platform (unified communications + contact centre) report it has increased the business’s agility and flexibility.
  10. 81% of organisations using an integrated cloud communications platform (UC + CC) say it has improved business resilience.
  11. 80% of those who have deployed an integrated cloud communications platform have experienced increased sales.

Starting your unified communications conversation?

Every business is unique, and so too is how you communicate. Our solution specialists can help you navigate the conversation and make sure you have the right communications mix for your business . We can even organise an 8×8 demonstration so you can see the solution in action – from unified communications to contact centre, or both.

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Want to read more?

Download the 2021 State of Business Communications Report.

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