#contactcenterworld, @8x8

London, UK, March 31, 2021 -- 8x8, Inc. (NYSE: EGHT), an integrated cloud communications platform provider, announced that Harrow Council has deployed the 8x8 integrated cloud contact centre and communications product as part of its digital transformation agenda to enhance the delivery of essential services for its more than 240,000 residents.

As one of London’s 32 borough councils, Harrow Council embarked on an ambitious digital transformation plan to improve the services provided to residents, businesses and visitors. The Council faced challenges that were common among public sector organisations. It was hampered by legacy on-premises systems that were unreliable, costly to maintain, and offered limited functionality. These technology shortcomings were further exacerbated when the council’s mission-critical "Access Harrow" contact centre and telephony system struggled to support employees and contact centre agents transitioning to remote work.

With their decision to replace their legacy systems, Harrow Council selected 8x8’s integrated cloud contact centre and communications platform to improve manageability and reliability, ensure business resiliency, enable an operate-from-anywhere workforce, and lower costs. The result was a streamlined employee and customer experience with advanced analytics and reporting, allowing operators to consult and collaborate with colleagues to resolve customer issues through immediate access to relevant information.

Ben Goward, ICT Director at Harrow Council said: "As we made a smooth transition into the cloud, the 8x8 delivery team was with us every step of the way, ensuring we were ready to make the switch. The level of support they provided those initial weeks made what felt like a mammoth task more manageable. Working with 8x8 has enabled us to adopt a nimble, hybrid approach, allowing our staff to work from anywhere while providing residents, businesses and visitors with the essential services they require."

"One of the public sector’s main challenges is trying to transform organisational performance and services with limited resources and outdated technology," said Jamie Snaddon, Managing Director, EMEA at 8x8, Inc. "Providing Harrow Council with an integrated communications and contact centre solution has allowed them to rapidly transition to the cloud, under difficult circumstances, without impacting the essential services they deliver to the community. We look forward to working together as they roll out additional services in the coming months."

#contactcenterworld, @8x8

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