cloud communications
Keep every conversation connected. Bring business calling, customer contact and messaging together in a setup that is easier for your people to use, easier for your customers to navigate and easier for your teams to manage.
Whether you are replacing an old phone system, improving call handling or connecting conversations across sites and channels, the setup should start with the people, journeys and systems that need to work- not the platform.
four services
Different teams need different things from the same communications environment. Some people need simple business calling across office, home and mobile. Others need queues, messaging, digital channels, reporting or more complex customer journeys.
Bringing those services together gives your teams a more flexible way to work across locations and roles, while helping customer-facing teams see more of the conversation around them. Start with what you need now, then add users, channels or capability as your requirements change.
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Give your teams a more flexible, future-proof phone system that keeps people reachable across office, home, mobile and multi-site working.
Manage numbers, routing, voicemail and reporting centrally, making it easier to add users, adapt call journeys and change the setup as your teams and communication needs evolve.
8x8 Contact Center brings calls, queues, routing, reporting and supervisor tools together so your customer-facing teams can manage conversations more consistently across locations.
Start with why customers get in touch, where queues build and what your teams need to see, then shape routing, priorities, opening hours and supported digital channels around real demand.
Use business SMS for reminders, alerts, confirmations and service updates, helping your teams keep customers, employees and service users informed without relying on manual follow-up.
Templates, scheduling and approved system triggers can be used to make routine messages consistent, reduce manual chasing and keep delivery activity visible as usage grows.
Use professionally produced music and spoken messages to give callers a clearer, more useful experience while they wait, move through a queue or reach the right team.
Review your call flows and waiting points before scripts, voice and music are produced, then keep messaging fresh with updates for service changes, seasonal information, campaigns and offers so callers continue to hear something relevant.
why it matters
When calls, queues and messages sit in separate systems or with different suppliers, your teams spend more time switching between tools and tracing problems. Your customers feel the gaps through missed calls, repeated explanations and inconsistent updates.
A more connected setup makes it easier for people to reach the right team, supports flexible working and gives you clearer control over how conversations are handled.
Give office, hybrid and mobile users clearer ways to make, receive and manage business conversations across different roles and locations.
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Use routing, queues and timely messaging to help people reach the right team faster and understand what happens next.
Keep business calling available across supported devices and locations, so your people can stay connected wherever their working day takes them.
Bring missed calls, wait times, call activity and messaging data into view, helping managers spot issues and act sooner.
one joined-up plan
A good communications setup brings the individual services together without forcing every team to work in the same way.
It starts with understanding how people communicate today, where calls and messages need to go and what happens when volumes increase, teams move or customers need a different route.
From there, telephony, Teams calling, contact centre and messaging can be brought together into one managed service, with one team helping plan the move, support users and keep everything working as the business changes.
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Map users, numbers, locations, call flows, queues, messages and the points where customers or colleagues get stuck.
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Coordinate number porting, configuration, devices, testing, training and go-live through one clear plan.
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Match telephony, contact centre and messaging to the roles and conversations each team handles.
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Use reporting, feedback and regular reviews to update call flows, capacity and services as your business changes.
One accountable team
Your calls and customer contact rely on broadband, WiFi, devices, Microsoft services and the applications around them. When those parts are considered together, it is easier to find the cause of a problem without sending your teams around several suppliers.
The aim is simple: make communication easier for your teams and customers today, while keeping the setup ready to change with your organisation.
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Connectivity, calling and customer contact can be shaped as one service rather than a collection of separate purchases.
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Give your users and IT team aclear place to go when a call, device, platform or connection needs attention.
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Keep number moves, new starters, site changes and service updates coordinated as your business needs change.
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Bring in mobile, managed IT and workplace technology where they form part of the same user or customer experience.
CONNECTED communications
Calls rely on connectivity. Teams depends on users, devices, permissions and Microsoft services. Contact centres depend on reporting, routing and reliable network performance. Because dbfb also supports the technology around your communications, we can help look beyond the individual service when something needs attention.
Give cloud calling, Teams and contact centre services the network performance they need to work consistently.
Extend business communications to employees working away from the office or across multiple locations.
Support Microsoft environments, users, permissions and devices alongside the communication services they depend on.
Bring meeting rooms, displays and collaboration technology into the wider communications environment.
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next step
Talk through the calls, customer journeys and systems that need to work, then shape the right mix around them.