8×8, a cloud communications platform, announced that Sefton Council, the governing body for the Metropolitan Borough of Sefton in Merseyside, has deployed 8×8 Contact Centre in ten days to transform citizen service to address Covid-19 issues.
Sefton Council is the governing body for the metropolitan borough of Sefton in Merseyside, north-western England. It employs over 3,000 staff and provides essential services to 275,000 citizens across the borough.
Sefton Council selected the 8×8 Contact Centre from the Crown Commercial Service’s G-Cloud procurement framework following advice from its trusted ICT and helpdesk partner, Agilisys.
The capabilities allowed agents to connect across voice, video and chat, and to effectively support secure credit card processing. 8×8 enabled 40 contact centre agents to work remotely in ten days – a process that would have typically taken 3 months in the public sector arena.
Mark Quillan, Sefton Council Customer Service Manager, said: “8×8 did all they could to make this a positive experience for us and we achieved our objectives exceptionally quickly. Implementing a cloud contact centre solution would typically take three months in the public sector arena. Instead it took just ten days.”
A few weeks following the initial deployment, the council rolled out several advanced platform features, such as skills-based routing, speech analytics and post call survey. This enabled complete visibility and tracking of the customer experience, and quick first contact resolution. Remote agents will be able to take secure card payments from citizens in the coming weeks, utilising fully PCI compliant 8×8 Secure Pay functionality.
Jamie Snaddon, managing director of EMEA at 8×8, said: “We look forward to helping them improve their agility, and enabling their agents to safely work from anywhere.”
8×8 Contact Centre solution includes ACD, IVR, digital channels, outbound dialer, reporting, customer experience analytics, quality management, speech analytics, customer surveys and knowledgebase.