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Nir Galpaz

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RE: 8x8 Geo Routing

Posted By Nir Galpaz 02-06-2024 18:20
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Dear Ryan, I appreciate your post. However, the Geo routing mechanism should not have any significant impact within the United States. Nevertheless, I would like to share my contact details with you privately to ensure that your company can work effectively with the 8x8 solution. Best regards, ...

RE: 8x8 Geo Routing

Posted By Nir Galpaz 12-05-2023 13:51
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Dear Jonny and Paul I would like to express my gratitude for your response and for your valuable contributions to this forum. After careful consideration, we have identified several benefits and drawbacks of implementing Geo routing in an 8x8 format. We are committed to continuously reviewing ...

RE: 8x8 Geo Routing

Posted By Nir Galpaz 01-03-2023 09:18
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Hi Jonny, Happy New Year and thank you for your comments and very valuable points nevertheless, Geo location has many variants and ways to implement, 8x8 is constantly evaluating our design and will make changes as we find fit. We will be happy to have a more detailed conversation privately . ...

RE: Porting out off 8x8 express

Posted By Nir Galpaz 02-04-2022 07:18
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Dear Estuardo, I apologize for the delay and complications in getting this issue resolved. I will reply to you privately to make sure we help you solve this issue. Regards, Nir ------------------------------ Nir Galpaz 8x8 Vice President, Technical Services & Support ------------------ ...

RE: Ask Me Anything (AMA) with Nir Galpaz: 8x8 Support

Posted By Nir Galpaz 12-15-2021 09:48
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As part of our transformation, we are focused on First Day Resolution (FDR). This process should increase customer satisfaction and minimize case transfers between engineers. ------------------------------ Nir Galpaz 8x8 Vice President, Technical Services & Support --------------------------- ...

RE: Ask Me Anything (AMA) with Nir Galpaz: 8x8 Support

Posted By Nir Galpaz 12-15-2021 09:38
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Thank you all who submitted questions, we hope that you will find this session helpful and hope to see you in future sessions as well. We appreciate everyone's partnership and support. Happy Holidays ! Nir ------------------------------ Nir Galpaz 8x8 Vice President, Technical Services & ...

RE: Ask Me Anything (AMA) with Nir Galpaz: 8x8 Support

Posted By Nir Galpaz 12-15-2021 09:35
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As part of transforming 8x8 Global Customer Care into a best-in-class customer-focused organization, we've actually re-introduced our internal Rewards and Recognition Program with the "Customer-First" principle as our primary focus. Every month, we reward our top-performing support agents based on multiple ...

RE: Ask Me Anything (AMA) with Nir Galpaz: 8x8 Support

Posted By Nir Galpaz 12-15-2021 09:32
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As part of our transformation, we are focused on First Day Resolution (FDR). This process should increase customer satisfaction and minimize case transfers between engineers. ------------------------------ Nir Galpaz 8x8 Vice President, Technical Services & Support ------------------------- ...

RE: Ask Me Anything (AMA) with Nir Galpaz: 8x8 Support

Posted By Nir Galpaz 12-15-2021 09:30
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8x8 takes pride in being an international company, and as such, we have support resources in multiple different geographies, including US,U.K , India, Costa Rica, the Philippines, Australia, and more. We strive to provide the best customer experience to our customers regardless of the time of the day ...

RE: Ask Me Anything (AMA) with Nir Galpaz: 8x8 Support

Posted By Nir Galpaz 12-15-2021 09:19
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Dear Ralston, This is a great point and well acknowledged. We are evaluating different systems and tools to make the process a bit easier and more transparent. We do not have a current ETA for this change. ------------------------------ Nir Galpaz 8x8 Vice President, Technical Services & Support ...

RE: Ask Me Anything (AMA) with Nir Galpaz: 8x8 Support

Posted By Nir Galpaz 12-15-2021 09:13
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Hi Edward, Thank you for your question and legitimate concerns . Over the last 6 months the 8x8 GCC Global Customer Care organization has been going through a massive transformation focused on creating a best in class customer-focused organization. As part of these transformations, we are retiring ...

RE: Ask Me Anything (AMA) with Nir Galpaz: 8x8 Support

Posted By Nir Galpaz 12-15-2021 09:08
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Martin, Thank you for your question , Joel Sandi says:I assume you are referring to allowing others to act as an admin with account control/representation privileges. This is something already available via X series roles and permissions, though some major things (such as account cancellation) require ...

RE: Ask Me Anything (AMA) with Nir Galpaz: 8x8 Support

Posted By Nir Galpaz 12-15-2021 08:58
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Tony, Thank you for your question. In a nutshell, I would tend to agree with you and ideally would like our team to eventually evolve to a place where we can handle any issues in one of the following manners : 1. Critical 2. Noncritical Nevertheless, such a major shift requires many underlying ...

RE: Ask Me Anything (AMA) with Nir Galpaz: 8x8 Support

Posted By Nir Galpaz 12-15-2021 08:51
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Thank you Rudy, This is a good question, for a site down situation I would recommend starting with checking the 8x8 Status page at: https://status.8x8.com/ If there isn't a global service interruption, I would recommend calling in a holding-on without asking for a callback. As I mentioned in a previous ...

RE: Ask Me Anything (AMA) with Nir Galpaz: 8x8 Support

Posted By Nir Galpaz 12-15-2021 08:45
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Over the last 6 months the 8x8 GCC Global Customer Care organization has been going through a massive transformation focused on creating a best in class customer-focused organization. As part of these transformations, we are retiring many resources that no longer fit our goals and objectives while we're ...

RE: Ask Me Anything (AMA) with Nir Galpaz: 8x8 Support

Posted By Nir Galpaz 12-15-2021 08:42
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Thank you for the questions, if I try to break down the questions I would assume it is related to the technical competence of the team, over the last few months we are undergoing a major transformation and we are consistently adding stronger engineers to the group, in addition, all team members are going ...

RE: Ask Me Anything (AMA) with Nir Galpaz: 8x8 Support

Posted By Nir Galpaz 12-14-2021 09:22
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Hi, everyone! I'm really looking forward to hearing from you all on Wednesday and expecting some great dialog. Unfortunately, due to some circumstances, I'll need to get started 30 minutes later than planned. Please join me here in this thread starting at 8:30 am PT (4:30 pm BST), and I'll make sure ...