Case Study: Acer achieves faster call resolution and higher customer satisfaction with 8x8 Intelligent IVR and Contact Center

Acer contact center teams provide fast, personalized service with Intelligent IVR

Acer, a global technology company with operations in over 160 countries, runs regional, multilingual contact centers across the Americas with a hybrid workforce. The company struggled with disparate on‑premises systems (separate PBX, contact center and recording tools) and a basic DTMF IVR that limited visibility, self‑service and efficient call handling.

Acer consolidated communications onto the 8x8 cloud platform and implemented 8x8 Contact Center with Intelligent IVR, plus custom API integrations to CRM, billing and backend systems. The speech‑enabled, multilingual IVR automates routine queries, performs backend data dips and routes callers with context so agents receive prepopulated information—delivering faster resolutions, higher agent productivity, improved customer satisfaction and better analytics for hybrid operations.

Acer

Marcella Prieto

Contact Center Manager