UK Government Authority, Liverpool City Council, Goes Digital with 8x8; Enhances Vital Services for Residents
January 14 2021 - 8:30AM
Business Wire
Deploys 8x8 Cloud Communications and Contact
Centre Solution to Improve Business Resilience and Optimise
Services Delivery
8x8, Inc. (NYSE:EGHT), a leading integrated cloud communications
platform provider, today announced that Liverpool City Council has
deployed the 8x8 integrated cloud communications and contact centre
solution which digitises services for its more than half a million
residents, as part of its digital transformation agenda.
As one of the largest metropolitan districts in the UK, the
Liverpool City Council set an ambitious goal to accelerate digital
transformation and begin the introduction of a self-service model
for citizens. One of the barriers to this effort was the
limitations of the council’s existing Avaya legacy on-premises
communications and contact centre infrastructure, which was in need
of an upgrade.
Following a rigorous procurement process, the council selected
8x8 to replace the legacy system and deliver a single, integrated
cloud contact centre, voice, team chat, meetings and Communications
Platform as a Service (CPaaS) solution. The council’s Information
Communications Technology (ICT) team cited 8x8’s robust analytics
capabilities, enhanced flexibility and ability to seamlessly
connect 200 contact centre agents as vital to their efforts.
Working with 8x8, Liverpool City Council is now able to
accelerate its digital transformation. The single communications
and contact centre platform is enabling staff to continue
delivering essential services for residents and businesses while
working remotely from anywhere. Agents have full transparency
giving them a complete view of the customer journey. Importantly,
Liverpool City Council is also now able to track the impact of
these technology developments through detailed analytics, driving
insights needed to optimise the customer experience.
The Liverpool City Council deployment reflects the wider success
8x8 has experienced within the UK public sector in the last
year:
- The number of UK public sector customers has nearly doubled
year-over-year, ending September 30, 2020, with NHS Trusts
deployments growing significantly over the same time frame.
- The 8x8 integrated cloud communications and contact centre
solution is now deployed across a third of London’s boroughs.
- 8x8 recently signed and deployed additional public sector
customers, including:
- Age Scotland, a leading national
charity representing and promoting the rights and interests of
older people, deployed the 8x8 integrated cloud communications and
contact centre solution.
- Aspire Housing, a housing
association group, supporting and managing around 9,000 homes
across Staffordshire and Cheshire, deployed the 8x8 integrated
cloud communications and contact centre solution.
- Manchester City Council, a local
government authority supporting one of the largest metropolitan
districts in the UK, deployed the 8x8 integrated cloud
communications and contact centre solution.
- Ashfield District Council, a local
government providing services and support for more than 120,000
residents as well as businesses and visitors, selected the 8x8
cloud communications and 8x8 Voice for Microsoft Teams
solution.
- Avon and Wiltshire Mental Health NHS
Trust, an inpatient and community-based mental health care
provider, deployed the 8x8 integrated cloud communications and
contact centre solution.
Alison Hughes, Assistant Director ICT of Liverpool City Council,
said, “While the pandemic has made digitising services an
imperative, our own digital transformation agenda is rooted in the
changing nature of citizen interactions with the council. The level
of expertise the 8x8 team has been able to offer has meant that
we’ve been able to put the right solutions in place that best
empower both our agents and citizens alike. Having everything in
one place and the analytics to know what is working and what isn’t,
means we can provide critical services effectively and
seamlessly.”
“We understand how important it is for councils to keep in touch
providing essential services for the community during these
unprecedented times,” said Jamie Snaddon, Managing Director, EMEA
at 8x8, Inc. “Providing Liverpool City Council with an integrated
communications and contact centre solution has allowed them to
rapidly transition to the cloud, under difficult circumstances with
minimal disruption to their services. We’re looking forward to
working together as we enhance their service levels even further in
the coming months.”
About 8x8, Inc.
8x8, Inc. (NYSE: EGHT) is transforming the future of business
communications as a leading Software-as-a-Service provider of
voice, video, chat, contact centre, and enterprise-class API
solutions powered by one global cloud communications platform. 8x8
empowers workforces worldwide 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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