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News : Manchester City Council Allows Contact Centre Agents to Operate From Anywhere With Move to the Cloud

#contactcenterworld, @8x8

London, UK, July 21, 2020 -- 8x8, Inc. (NYSE: EGHT), an integrated cloud communications platform provider, announced the Manchester City Council selected 8x8 Contact Centre to keep vital services running safely for its more than half a million residents throughout lockdown.

Manchester City Council commenced a detailed procurement process two years ago, to implement a new cloud-based communications solution in line with its wider cloud-based ICT strategy. Nearing the end of the process, the 8x8 Open Communications Platform had been selected due to its enhanced flexibility and ability to connect contact centre agents across voice, video and chat.

However, in light of the COVID-19 outbreak and the UK Government’s mandate to work from home, the council fast-tracked solution deployment in order to keep vital services running while ensuring the safety for both residents and staff.

During the peak of the pandemic, it was essential the Social Care team was able to continue assisting the city’s most vulnerable residents around the clock, while keeping agents safe, as well as essential Emergency Control and Financial Assessment teams. Additionally, a COVID Hub was also established to answer residents’ queries relating to the Coronavirus. Working to tight timescales, 8x8 enabled 120 critical service agents from these teams to operate from anywhere, including home and other remote work settings, in a matter of weeks. By the end of August, this will have increased to 250 agents supported by the new system.


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Cllr Nigel Murphy, Deputy Leader of Manchester City Council, said, "The safety of our staff has been of the utmost importance throughout the pandemic as we continue to support Manchester’s residents through this challenging time. 8x8 has been the perfect partner as we transitioned to the cloud, and the response from our contact centre agents has been fantastic. We’ve been really pleased with how our staff have welcomed the cloud communications solution and look forward to seeing the benefits that the new features will bring in future."

"We understand how important it is for councils to keep in touch with the community during these unprecedented times," said Jamie Snaddon, Managing Director, EMEA at 8x8. "Our dedicated team of public sector experts are proud to have been able to transition Manchester City Council to the cloud so quickly, under difficult circumstances. We’re looking forward to working together as we enhance service levels even further in the coming weeks."

"8x8 is committed to delivering the highest levels of service and support for organisations. We are incredibly proud of the speed with which we deployed our platform for Manchester City Council, keeping their critical service teams running during the difficult times we were all facing," added Rakesh Pandya, Vice President of Professional Services, EMEA at 8x8.

#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 - Be Prepared!

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

Published: Friday, July 24, 2020

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2021 Buyers Guide Automated Call Distributors

 
1.) 
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.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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