The Society Deploys Integrated Cloud Contact
Centre and Communications to Enable Employees to Work and Engage
Customers Remotely
8x8, Inc. (NYSE: EGHT), a leading integrated cloud
communications platform provider, today announced that Darlington
Building Society has deployed 8x8 XCaaS (eXperience Communications
as a Service) as part of their wider digital transformation
effort.
Darlington Building Society has been based in the town of
Darlington since 1856. Today, the Society has nine branches spread
across the North East, County Durham, and North Yorkshire,
supported by Darlingtonline, the Society’s dedicated online banking
service. The Society offers a range of savings and mortgage
products designed to enable members to save for the future and
realise the dream of home ownership.
Due to the sensitive and high-value nature of daily calls, the
Society needed a robust communications and customer engagement
system that could reliably handle steep call volumes, facilitate
employee collaboration, and provide secure payment options,
regardless of where employees and customers were located.
The Society wanted to invest in a cloud communications platform,
providing staff with continuous access, whether they are working in
the head office, one of the branches, or from home. Ensuring the
organisation was fit for a hybrid workforce that could consistently
deliver a high level of customer service was paramount to
Darlington.
Darlington selected 8x8 XCaaS, which includes integrated contact
centre, voice, video meetings, and chat capabilities. The Society
implemented 8x8 across the entire business, ensuring that callers
are quickly directed to the correct person, and staff can
communicate and collaborate from anywhere. Additionally, with 8x8
Secure Pay, the Society’s employees can provide reliable and secure
payment options to their members.
Sara Robinson, Savings Support Operations Manager at Darlington
Building Society, oversaw the project and said, “We chose 8x8
because of their single, integrated cloud platform, and deep
financial services industry expertise and experience, in order to
deliver on our goals. We deployed in July 2021 with head office and
branch numbers staying the same, ensuring a smooth transition as
members are still able to communicate with us easily. Through this
and more, 8x8 was able to demonstrate that they were the right
partner for us, and we are excited to be working together as we
continue to enhance customer and employee experiences at the
Society.”
8x8 XCaaS is built on the resilient, secure, and compliant 8x8
eXperience Communications Platform that offers the highest levels
of reliability with the industry’s only financially-backed,
platform-wide 99.999 percent SLA across an integrated Contact
Centre as a Service (CCaaS) and Unified Communications as a Service
(UCaaS) solution.
Jamie Snaddon, Managing Director, EMEA at 8x8, Inc. said, “As
organisations shift to new work requirements, maintaining and
enhancing employee communications and customer engagement is
fundamental to future success. Providing Darlington Building
Society with the 8x8 XCaaS integrated cloud contact centre and
communications product enables their employees to communicate and
collaborate from anywhere while delivering a differentiated level
of customer experience.”
About Darling Building Society
Darlington Building Society operates throughout the North East
and Yorkshire and had assets of £705m at 31 December 2020 (£666m at
31 December 2019). The Society has its head office in Darlington,
where it has been based since 1856.
The Society won the Treating Customers Fairly Award in the 2020
British Bank Awards, following up previous years’ accolades of Best
Specialist Mortgage Provider in 2019 and Best Savings Provider in
2018. All of which is reinforced by an average customer
satisfaction score of 97.4% in 2020.
The Society includes information above about its financial
performance in the 6 months to 30 June 2021 [and its financial
position at 30 June 2021]. This information is derived from the
Society's management accounts and is unaudited.
Darlington Building Society, Sentinel House, Morton Road,
Darlington, DL1 4PT
Darlington Building Society is a member of the Building
Societies Association.
Authorised by the Prudential Regulation Authority and regulated
by the Financial Conduct
Authority and the Prudential Regulation Authority, under
registration number 205 895.
About 8x8, Inc.
8x8, Inc. (NYSE: EGHT) is transforming the future of business
communications as a leading Software-as-a-Service provider of 8x8
XCaaS, an integrated contact center, voice communications, video,
chat and API solution built on one global cloud communications
platform. 8x8 is powering all employees globally to connect
individuals and teams so they can collaborate faster and work
smarter. Real-time business analytics and intelligence provide
businesses unique insights across all interactions and channels so
they can delight end-customers and accelerate their business. For
additional information, visit www.8x8.com, or follow 8x8 on
LinkedIn, Twitter and Facebook.
8x8® and 8x8 X Series™ are trademarks of 8x8, Inc.
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version on businesswire.com: https://www.businesswire.com/news/home/20210901005229/en/
8x8, Inc. Contacts: Media: John Sun,
1-408-692-7054 john.sun@8x8.com
Investor Relations: investor.relations@8x8.com
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