London, UK, May 4, 2020 -- 8x8, Inc. (NYSE:EGHT), an integrated cloud communications platform provider, announced the London Borough of Barking and Dagenham selected 8x8 Contact Centre to transition the council’s entire contact centre to the cloud in just two weeks to enable remote work.
Barking and Dagenham Council provides essential services to more than 210,000 residents of the borough. A team of 55 contact centre agents handle approximately 40,000 calls each month, addressing a range of queries from waste and recycling collection, to council tax, planning applications, social care services and housing repairs.
In light of the COVID-19 outbreak and the UK Government’s mandate to work from home where possible, the council understood that it needed to take swift action to protect its contact centre staff while keeping vital services running for its residents. It realised its legacy, on-premises contact centre system was unable to handle the required shift to work from home.
The council selected 8x8 Contact Centre to rapidly transition its entire contact centre operation onto the cloud platform.
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The first stage of rollout was designed to keep services running as usual. In the coming weeks, the council will deploy a number of advanced features including Interactive Voice Response, secure payment card processing, and the use of chatbot functionality to automate responses to simple queries initiated on the council website.
Councillor Dominic Twomey, the Council’s Deputy Leader and Cabinet Member for Finance, Performance and Core Services, said "The safety of our staff is of the utmost importance so we knew it was vital to find a technology solution that could allow our contact centre agents to work from home whilst also keeping vital customer services running for the local community. 8x8 has been the perfect partner to support us in challenging circumstances, with the entire team working hard to move our contact centre operations to the cloud in a matter of days."
"We understand how important it is for councils to keep in touch with the community during these unprecedented times," said Russell Tilsed, Sales Director, Public Sector at 8x8. "Our dedicated team of public sector experts are proud to have been able to transition Barking and Dagenham Council contact centre onto our cloud platform in just two weeks. We’re looking forward to working together to enhance service levels even further in the coming weeks."
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.
Published: Wednesday, May 6, 2020
VoiSentry is a voice biometric engine for speaker verification / identification. It is delivered as a virtual instance to be controlled by an application via APIs and can be deployed in whatever is the most appropriate environment i.e. public cloud, private cloud or on-premise. It is generally deployed as a white-label or OEM product, whereby Aculab’s partner integrates it into their own solution/platform and offers it as an integral part of their service. Unless they go public with it, none of their clients would even know that it was Aculab’s VoiSentry engine under the hood. As with any biometric speaker verification system, VoiSentry is language and dialect independent.
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
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Execute automated actions based on words spoken by your customer.
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Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
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Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.
Menus are eliminated altogether and contact centres can use a single inbound telephone number.
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An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
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InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.
Nemesysco's contact center technology is also available in API and SDK forms.
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