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News : Darlington Building Society Modernises Employee Communications and Customer Engagement with 8x8 XCaaS

#contactcenterworld, @8x8

London, UK, Sept 1, 2021 -- 8x8, Inc. (NYSE: EGHT), an integrated cloud communications platform provider, announced that Darlington Building Society has deployed 8x8 XCaaS (eXperience Communications as a Service) as part of their wider digital transformation effort.

Darlington Building Society has been based in the town of Darlington since 1856. Today, the Society has nine branches spread across the North East, County Durham, and North Yorkshire, supported by Darlingtonline, the Society’s dedicated online banking service. The Society offers a range of savings and mortgage products designed to enable members to save for the future and realise the dream of home ownership.

Due to the sensitive and high-value nature of daily calls, the Society needed a communications and customer engagement system that could reliably handle steep call volumes, facilitate employee collaboration, and provide secure payment options, regardless of where employees and customers were located.

The Society wanted to invest in a cloud communications platform, providing staff with continuous access, whether they are working in the head office, one of the branches, or from home. Ensuring the organisation was fit for a hybrid workforce that could consistently deliver a high level of customer service was paramount to Darlington.


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Darlington selected 8x8 XCaaS, which includes integrated contact centre, voice, video meetings, and chat capabilities. The Society implemented 8x8 across the entire business, ensuring that callers are quickly directed to the correct person, and staff can communicate and collaborate from anywhere. Additionally, with 8x8 Secure Pay, the Society’s employees can provide reliable and secure payment options to their members.

Sara Robinson, Savings Support Operations Manager at Darlington Building Society, oversaw the project and said, "We chose 8x8 because of their single, integrated cloud platform, and deep financial services industry expertise and experience, in order to deliver on our goals. We deployed in July 2021 with head office and branch numbers staying the same, ensuring a smooth transition as members are still able to communicate with us easily. Through this and more, 8x8 was able to demonstrate that they were the right partner for us, and we are excited to be working together as we continue to enhance customer and employee experiences at the Society."

Jamie Snaddon, Managing Director, EMEA at 8x8, Inc. said, "As organisations shift to new work requirements, maintaining and enhancing employee communications and customer engagement is fundamental to future success. Providing Darlington Building Society with the 8x8 XCaaS integrated cloud contact centre and communications product enables their employees to communicate and collaborate from anywhere while delivering a differentiated level of customer experience."

#contactcenterworld, @8x8

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com/news/home/20210901005229/en/


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 - Filter Contacts

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

Published: Friday, September 3, 2021

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2023 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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