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News : Halfords Partners with 8x8 to Accelerate Customer Service

#contactcenterworld, @8x8

London, England, Sept, 2019 -- 8x8, Inc. (NYSE:EGHT), a Software-as-a-Service provider of voice, video, collaboration and contact centre solutions and enterprise-class API solutions powered by one global cloud communications platform, announced its partnership with Halfords, a British retailer of car parts and accessories.

Until now, Halfords had multiple legacy communications systems in place across its customer support operations. From Halfords retail to Boardman Bikes, teams had a separate platform to handle customer queries, which made it difficult for the retailer to deliver a consistent service experience.

Halfords is rolling out 8x8 X Series to bring all of its communications capabilities together, which means the same system will be used across customer service teams internationally, including the teams for Boardman Bikes, Cycle Republic and Halfords Autocentres. 8x8 will also initially be providing contact centre agents to support Halfords customer service centres.


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Prior to implementing 8x8 X Series, retail store team members would often receive calls that were better handled by a dedicated customer service team. The new system will automatically field inbound calls to the relevant customer contact centre - this means retail team members will be able to spend more time with customers face to face and customers calling in will reach the right expert for their query the first time, delivering outstanding service overall.

Later on this year, Halfords will be building in chat capabilities to offer customers another channel for their queries.

Gareth Brophy, head of customer support, said: "It’s so important that we give our customers the experience they expect, whether that be face to face in a retail store, in one of our Autocentres or over the phone. The systems we had in the past simply didn’t support us in the way we needed them to – our customer service was disjointed as the various teams were using different platforms to handle calls and keep track of queries. Having all of our customer support technology in one place, with the advanced reporting and analytics capabilities, will be pivotal for us, especially during peak retail moments such as Black Friday, Easter and MOT season. 8x8 is the right provider to meet our needs today and as we grow."

Mary Ellen Genovese, managing director of European operations, 8x8, said: "We are delighted to be working with Halfords, a UK retailer that has a brilliant reputation all around. With 8x8 X Series in place they will be able to bring disparate systems together, ensuring they provide their customers the best possible experience across all parts of the business. Halfords is the latest leading brand to select 8x8 for their mission-critical communications platform."

#contactcenterworld, @8x8

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.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 - Season Greetings

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

Published: Friday, September 6, 2019

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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