#contactcenterworld, @8x8

London, UK, May 4, 2023 - 8x8, Inc. (NASDAQ: EGHT), an integrated cloud communications platform provider, announced that Welsh Water has deployed the 8x8 CPaaS Video Interaction API, to improve the organisation’s efficiency and productivity while also delivering faster service resolution for enhanced customer experiences.

Welsh Water is a not-for-profit company responsible for supplying drinking water and wastewater services to 1.4 million households in Wales and western England. Supplying one of the world’s most diverse geographical regions, Welsh Water faced challenges providing customer support especially when related to triaging customer issues such as leaking or burst pipes. A lack of visual data made it difficult for staff to know what exactly was needed to fix an issue, including the necessary tools, leading to wasted time and money – a cost of approximately £130 per trip.

With 8x8 CPaaS, which includes SMS, voice, chat apps, video, and performance monitoring, Welsh Water is able to better communicate with their customers through the 8x8 Video Interaction solution that allows for real-time video communication and a better understanding of customer issues. 

"Resolving issues for customers requires a multistep process to identify the severity, who is best equipped to fix the issue, and where it falls on the list of current priorities," said Peter O’Hanlon, Head of Delivery for Customer Strategy for Welsh Water. "The 8x8 Video Interaction API allows us to better perform triage when issues and problems arise over the phone or mobile device without needing to send someone out straight away to the physical location. We’re now better equipped to solve problems faster, which is a benefit to both us and our customers."

"When a customer has a service issue they want it resolved as quickly as possible. Not identifying and fixing the problem in a timely manner can negatively impact productivity and operating costs as well as employee and customer experience," said Stephen Hamill, General Manager, CPaaS at 8x8, Inc. "8x8 CPaaS provides Welsh Water with the tools and resources, namely real-time video interactions, needed to do their job efficiently and quickly. When dealing with stressful situations, such as water issues, the right technology makes all the difference to both employee and customer experiences."

#contactcenterworld, @8x8

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