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London, UK, June 3, 2021 -- 8x8, Inc. (NYSE: EGHT), an integrated cloud communications platform provider, announced that Platform Housing Group, a UK housing association, will extend their 8x8 Experience Communications as a Service (XCaaS) deployment by adding 8x8’s Communications Platform as a Service (CPaaS) Video Interaction for improved employee and customer engagement.

Platform Housing, which brings together Waterloo Housing and Fortis Living, is a housing associations in the UK Midlands, with around 1,200 staff, over 120,000 customers and 45,000 homes. It implemented the 8x8 XCaaS integrated cloud contact centre and communications platform to digitally transform the organisation, ensure business resiliency, and enable its hybrid workforce to communicate, collaborate and engage from anywhere on any device.

Lee Vernalls, Assistant Director – Business Development and Growth at Platform Property Care explained, "8x8 Video Interaction allowed our operatives to conduct a two-way video call with customers so that any repairs could either be seen prior to a visit or fixed remotely. Crucially, when a remote fix was not possible, we had customer photos in our interaction records, and could make sure the correct materials were available when our tradespeople went on site to repair the problem."

Results from Platform Property Care’s pilot were encouraging with 39 percent of calls resulting in a remote repair, and another 26 percent reducing the need for an initial inspection visit. Vernalls added: "The 8x8 Video Interaction solution drove a number of positive outcomes, including improved customer experience, a reduction in the number of home visits, and more availability for our staff to handle jobs which require a physical presence. We look forward to deploying this capability across the organisation to increase first call resolution and optimizing employee and customer interactions."

Matt Bell, EMEA Vice President of CPaaS Sales said, "Organisations are reimagining both employee and customer engagement to adapt to the unique challenges posed by a distributed workforce and a mobile-first customer base. Extending 8x8 XCaaS with real-time video interaction capabilities allows Platform Housing Group to deliver an even higher level of service and support for their customers."

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Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

Date Posted: Friday, June 4, 2021