London Borough of Hounslow deploys 8×8 XCaaS

London Borough of Hounslow has deployed 8×8 XCaaS (eXperience Communications as a Service) with 8×8 Voice for Microsoft Teams to support over 1,500 employees.
8x8 contact center
The London Borough of Hounslow provides community services to more than 270,000 residents, including services around healthcare, housing, and employment.

Prior to 8×8, Hounslow Council struggled with old disparate communications solutions that lacked the capabilities to support the numerous business areas, particularly the contact center, and required constant assistance from their support team to keep them running.

The target of Hounslow Council was to simplify both the communications and engagement solutions used by employees and residents, and move to a cloud-based solution that offered reliable service.

Hounslow Council has reduced costs and improved customer satisfaction using a single, integrated platform, following the deployment of 8×8 XCaaS and 8×8 Voice for Microsoft Teams. 8×8 did not reveal the specific savings.

“We chose 8×8 XCaaS because of its single vendor, integrated cloud communications and contact centre platform, and integration with Microsoft Teams,” Mark Lumley, Director for Digital & IT at the London Borough of Hounslow, said.

“Since deploying 8×8, we’ve increased efficiencies within our team and throughout the interactions with our communities, allowing us to fully and quickly serve our community.”

The London Borough of Hounslow Council deployment reflects 8×8’s growth and success within the U.K.’s public sector, with 8×8 XCaaS now deployed across more than one third of London’s boroughs.

Additional customer deployments include:

The London Borough of Newham provides services for more than 353,000 residents in East London. They most recently expanded their 8×8 Contact Centre by more than 90 percent, bringing the total number to over 220 CCaaS seats.

Welsh Water, a not-for-profit water company in England and Wales, uses the 8×8 Video Interaction API to provide remote customer support, in turn boosting customer satisfaction while improving operational efficiency.