National Express selects 8×8 communications and contact centre solution

8×8, a cloud communications platform, announced that National Express, the largest coach operator in the UK, has selected the 8×8 XCaaS (eXperience Communications as a Service) cloud communications and contact centre solution.
8x8 contact centerNational Express services 21 million passengers per year in the UK and needed a cloud communications and customer engagement solution capable of meeting their security and data privacy requirements.

Its contact centre agents, of which 80 percent work remotely, required a solution that was integrated with their CRM system and able to accept secure payments over the phone without compromising privacy, regardless of where the employee or the customer was located.

8×8 XCaaS integrates cloud contact centre, voice, team chat, video meetings, and CPaaS embeddable APIs capabilities in a single-vendor solution for National Express’ employees, call centre agents, and administrative staff.

8×8 Secure Pay, an essential XCaaS component which integrates with PCI Pal, provides an important layer of security and compliance for bank or credit card payments over the phone. Instead of call centre agents requesting card details, customers key-in payment details directly onto their phone’s keypad – maintaining the highest level of privacy for customers.

8×8 Agent Workspace assists National Express’ contact centre agents to benefit from a simplified interface to help them work faster and improve customer service levels. Data synchronisation with Salesforce provides agents with context and a rich history of customer interactions to further improve customer satisfaction.

“By choosing 8×8, we’ve been able to improve productivity and efficiency, reduce the time to resolve customer requests, improve payment security, and create an overall more seamless and enjoyable experience for our customers,” Lawrie Neal, Salesforce System Administrator at National Express, said in a news statement.

“8×8 XCaaS, provides an adaptable solution – complete with integrated communications, collaboration, and contact centre functionality, as well as secure payment, and Salesforce CRM integrations,” Jamie Snaddon, Managing Director, EMEA at 8×8, said.