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News : Barking and Dagenham Council Moves Entire Contact Centre to the Cloud for Remote Working with 8x8

#contactcenterworld, @8x8, @lbbdcouncil

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."

#contactcenterworld, @8x8, @lbbdcouncil

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 - Contact Center Newsletter

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

Published: Wednesday, May 6, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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