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News : 8x8 Accelerates Contact Centre Deployment for Sefton Council

#contactcenterworld, @8x8

London, UK, Sept, 2020 -- 8x8, Inc. (NYSE:EGHT), an integrated cloud communications platform, announced that Sefton Council, the governing body for the Metropolitan Borough of Sefton in Merseyside, deployed 8x8 Contact Centre in just ten days to transform citizen service in the face of the global health crisis.

Sefton Council is the governing body for the metropolitan borough of Sefton in Merseyside, north-western England. It provides essential services to citizens across the borough. With a focus on enhancing citizen services, the local authority was planning to replace its ageing contact centre technology at the beginning of this year. However, with the sudden government directive to shelter-in-place in March, the council had to act swiftly to maintain vital services as agents were no longer able to safely work from the contact centre.

Following expert advice from its ICT and helpdesk partner, Agilisys, Sefton Council selected the 8x8 Contact Centre from the Crown Commercial Service's G-Cloud procurement framework. The capabilities allowed agents to connect across voice, video and chat, and to effectively support secure credit card processing. 

James Aldred, Sefton Council Procurement Manager, said, "I remember arriving at 7 a.m. to an email that said we needed to create a virtual contact centre, immediately. Within hours, the project team found the right solution and got a deal together which fully met our commercial and service requirements."

Mark Quillan, Sefton Council Customer Service Manager, added, "8x8 did all they could to make this a positive experience for us and we achieved our objectives exceptionally quickly. Implementing a cloud contact centre solution would typically take three months in the public sector arena. Instead it took just ten days."

A few weeks following the initial deployment, the council rolled out several advanced platform features, such as skills-based routing, speech analytics and post call survey. This enabled complete visibility and tracking of the customer experience, and quick first contact resolution. Furthermore, remote agents will be able to take secure card payments from citizens in the coming weeks, utilising fully PCI compliant 8x8 Secure Pay functionality.

Jamie Snaddon, Managing Director, EMEA at 8x8, said, "We are extremely proud to support Sefton Council transform its citizen services with the rapid deployment of the 8x8 Open Communications Platform™. We look forward to helping them improve their agility, and enabling their agents to safely work from anywhere."

#contactcenterworld, @8x8

Posted by Veronica Silva Cusi, news correspondent
Source: https://investors.8x8.com


About 8x8 Inc.:
Company Logo8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any location on a wide variety of business telephony, web and mobile platforms. 8x8 also offers managed hosting and cloud-based computing services.
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Today's Tip of the Day - Keys To Technology

Read today's tip or listen to it on podcast.

Published: Thursday, September 24, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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