Case Study: Acer achieves customer experience visibility and cost control with 8x8

Acer balances customer experience and costs with 8x8

Acer, a global computer hardware company with 7,000 employees serving customers in over 160 countries, faced a challenge: improve customer experience at contact centers without increasing costs. Much of its North and South American contact handling was outsourced and routed through partners’ Avaya switches, leaving Acer with limited visibility into service levels, hold and handle times, and costly legacy telephony infrastructure.

Acer deployed 8x8 Contact Center and 8x8 X Series as a single cloud system of intelligence, centralizing analytics, call recordings and quality management. The move gave supervisors customizable reporting and consistent scoring across sites, improved agent productivity, and reduced dependency on partner PBX/T1 infrastructure. Today Acer supports 3 contact centers and 230 agents (about 8,500 monthly contacts) and has roughly 400 employees on 8x8 X1, resulting in better CX visibility, agility and controllable costs.

Acer

Mark Groveunder

Senior Vice President of IT and Services