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News : 8x8 Announces 8x8 Remote Fix for UK Housing Associations to Improve Tenant Satisfaction

#contactcenterworld, @8x8

London, UK, Oct 19, 2023 - 8x8, Inc. (NASDAQ: EGHT), an integrated cloud contact centre and unified communications platform provider, announced 8x8 Remote Fix™ for UK housing associations. The solution, delivered as part of 8x8 Contact Centre, leverages programmable video capabilities from the 8x8 CPaaS portfolio to provide contact centre agents with the ability to elevate real-time tenant interactions to video using a secure video link to visually address and resolve issues.

8x8 allows landlords to engage with tenants to resolve housing issues. By offering tenants the option for video elevation to visually show on-site issues, housing association contact centre agents are better equipped to assess the urgency of repairs and resolve routine maintenance service requests remotely for enhanced first contact resolution. Further, by enabling contact centre agents to properly assess needed repairs, and the necessity of on-site visits, housing associations can lower costs by reducing the amount of unnecessary and redundant on-site visits.

Across the UK, it’s been reported that tenant requests are taking months, if not years, to be resolved, while housing associations are reporting that between 10% to 45% of their properties are in need of repairs. According to the Housemark Tenant Satisfaction Survey 2023, wait times for repairs have increased by 40% since 2021.

"As we near the winter season and the expected increase in tenant requests, having the means to prioritise and assess what is needed for each request is imperative," said Mohammed Zabir, Director of Technology and Delivery at Platform Housing Group. "With 8x8, our contact centre agents have the ability to elevate customer interactions to video support, allowing them to assess and determine the best course of action – whether it’s an issue that can be fixed remotely, or one that requires on-site support. Since deploying video elevation capabilities with 8x8, we have been able to remotely fix or re-evaluate 31% of issues quickly, saving time, money, and resulting in a better overall employee and tenant experience."

"Video elevation capabilities through 8x8 Remote Fix allows housing association contact centre agents to properly assess fixes that can be done remotely or, for issues that require on-site visits, to determine what exactly is required to fix an issue – in terms of equipment, expertise, and more," said Jamie Snaddon, VP, Managing Director of EMEA, at 8x8, Inc. "By limiting the number of on-site visits, 8x8’s technology enables housing associations to operate by effectively, reducing costs, resolving issues more quickly, and overall improving the wellbeing and experiences of both tenants and employees."

#contactcenterworld, @8x8

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.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 - Quantity, Quality, Cost

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

Published: Friday, October 20, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Inbound Call Handling Services

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Answer-4u

Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.

All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
(read more)

3.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

4.) 
Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

5.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

6.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

7.) 
WorkGenda

WorkGenda
WorkGenda is a state of the art WFO cloud service, used by customers around the world. WorkGenda provides: a) an AI based forecasting engine, which automatically generates forecasts with a WAPE of 3 to 5%, b) a capacity management engine based on a traffic simulator, with perfect support for blending regardless the type of channels, which subsequently automatically converts the computed capacity into optimised shifts, where ‘optimised’ equals to a zero or the mathematically minimum possible overstaffing under the given contractual constrains, c) an automated scheduling engine, capable of scheduling 3000 multi-skilled agents for a whole week in 2 minutes and d) an Intraday bot which automatic...
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