#contactcenterworld, @8x8, @nationalexpress
London, UK, July, 2022 -- 8x8, Inc. (NYSE: EGHT), an integrated cloud communications platform, announced that National Express, a scheduled coach operator in the UK, has chosen the 8x8 XCaaS™ (eXperience Communications as a Service™) integrated cloud communications and contact centre solution to help employees stay engaged, productive, and efficient, regardless of work location, to deliver an enhanced and secure customer experience.
National Express services passengers in the UK and needed an integrated cloud communications and customer engagement solution capable of meeting their security and data privacy requirements, which weren’t met by their previous vendor. Additionally, their contact centre agents, of which 80 percent work remotely, required a solution that was tightly integrated with their CRM system and able to accept secure payments over the phone without compromising privacy, regardless of where the employee or the customer was located.
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8x8 XCaaS integrates cloud contact centre, voice, team chat, video meetings, and CPaaS embeddable APIs capabilities in a single-vendor solution. This provides National Express’ employees, call centre agents, and administrative staff with a suite of cloud communications tools. These capabilities help to strengthen the employee experience and deliver optimal customer service, anywhere and on any device.
Lawrie Neal, Salesforce System Administrator at National Express, said: "For us, it’s about having a better customer experience with tools that are intuitive and easy for our staff, regardless of whether they're in the office or working remotely. By choosing 8x8, we’ve been able to improve productivity and efficiency, reduce the time to resolve customer requests, improve payment security, and create an overall more seamless and enjoyable experience for our customers."
Jamie Snaddon, Managing Director, EMEA at 8x8, Inc., said, "Companies are constantly having to adapt their services to meet the requirements of both employees and customers, all while ensuring better than ever customer service. 8x8 XCaaS, provides an adaptable, holistic solution – complete with integrated communications, collaboration, and contact centre functionality, as well as secure payment, and Salesforce CRM integrations – providing organisations like National Express with the security and flexibility they need to operate seamlessly to increase customer satisfaction."
Posted by Veronica Silva Cusi, news correspondent
About 8x8 Inc.:
8x8, 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.
About National Express:
National Express is a scheduled coach operator. Visiting over 1200 departure points throughout the UK and over 500 destinations in Europe, the company transports over 16 million passengers every year. In addition, the company also operates to and around the UK's main airports offering both airside and landside services.
Published: Monday, July 25, 2022
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