We recently hosted a CCMA event in conjunction with our technology partners 8x8 with the objective of helping firms futureproof their customer service and sales with next-generation cloud solutions.

Some of the key challenges facing the contact service industry were:

  • 50% of revenue in 2026 will come from products and services which do not exist today 33% of agents feel stressed several times a week
  • Candidate attraction and retention in an economy which is at full employment
  • Contact centre job application clicks are down 25%66% of customers now expect a response within 10 minutes
  • There is a 23% increase in profit for companies that prioritise employee engagement. Below are some of the highlights of the event.

Ger Teahon kicked off proceedings and explained how 8×8 technology facilitated Uniquely in achieving its vision of becoming a real customer engagement company which would be intertwined with next-generation customer engagement technology. 

What does it mean to be a “real customer engagement company ”?

I did not want us to be an outsourcer, that is not how we wanted to operate. We wanted to be a partner working with our clients. We did not want to take shortcuts and we did not want to change controls. We wanted to do things right and we wanted people to be as proud to work with us as we are to work with them.

Gerard Teahon, CEO, Uniquely.

Workairs MD, Stephen Mackeral complimented Uniquely in taking the bold decision of being the first contact centre of scale to move to next-generation 8×8 cloud solutions.

How does 8×8 cloud solutions deal with customer service call surges?

Stephen detailed how 8×8 partnered with Uniquely to integrate natural voice recognition to deal with surges in call volumes and calls which may occur in the middle of the night. As it was based in the cloud, the automated system could handle any volume of calls at any one time. The result was that this initiative allowed consumers to top up their phones in 45 seconds, 24/7. This not only improved the customer experience but greatly improved employee productivity, especially in times of call surges.

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