Case Study: iCruise.com achieves business continuity and boosts contact-center productivity with 8x8

Hosted Phone Service and Call Center Software Keeps iCruise.com Sailing

iCruise.com, a division of WMPH Vacations and one of the largest U.S. cruise sellers serving 80,000 passengers a year, depended heavily on its call center—80% of bookings were phone-based. Growth was hampered by a premises-based Mitel PBX that lacked scalable features like call recording and reporting, and frequent hurricane-related power outages repeatedly knocked the on-site system offline, creating a critical business-continuity risk.

The company replaced its legacy system with 8x8 Virtual Office and Virtual Contact Center, deployed companywide in two months and integrated with its home-grown CRM via 8x8’s API. The cloud solution added brand-specific scripting, click-to-call, broadcast messaging, call recording, presence and custom reporting, which improved marketing attribution, agent productivity, training and personalization, cut costs, enabled seamless remote work during storms, and provided the seasonal scalability iCruise.com needed.

iCruise.com

UF Tukel

Co-President and Founder, WMPH Vacations