Manchester City Council, GB works with 8x8 to move its contact centre to the cloud
Manchester City Council, GB 8x8 Cloud Contact Centre
City officials selected 8x8 to shift its customer contact team from traditional operations to cloud-based calls. An initial group of 120 home-based representatives handled calls on their laptops related to the COVID-19 outbreak. The city planned to train up to 250 representatives on the 8x8 platform by August 2020. This cloud-based communications system reduces wait times with opportunities for shared screen browsing and call-back features.
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Manchester City Council Allows Contact Centre Agents to Operate From Anywhere With Move to the Cloud, 8x8, Inc.
UK Local Government Authority Keeps Critical Services Running While Keeping Agents Safe During UK Lockdown 8x8, Inc. (NYSE: EGHT), a leading integrated cloud communications platform provider, today announced the Manchester City Council selected 8x8 Contact Centre to keep vital services running safely for its more than half a million residents throughout lockdown. Supporting one of the largest metropolitan districts in the UK, Manchester City Council commenced a detailed procurement process two years ago, to implement a new cloud-based communications solution in line with its wider cloud-based ICT strategy. Nearing the end of the process, the 8x8 Open Communications Platform had been selected due to its enhanced flexibility and ability to connect contact centre agents across voice, video and chat. However, in light of the COVID-19 outbreak and the UK Government’s mandate to work from home, the council fast-tracked solution deployment in order to keep vital services running while
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