National Express chooses an 8×8 communication and contact center solution

8×8, a cloud communications platform, has announced that National Express, the UK’s largest coach operator, has selected the 8×8 cloud communications and contact center solution XCaaS (eXperience Communications as a Service).
National Express serves 21 million passengers a year in the UK and needed a cloud communications and customer engagement solution that could meet their data security and privacy requirements.

Its contact center agents, 80% of whom work remotely, needed a solution that was integrated with their CRM system and could accept secure payments over the phone without compromising privacy, regardless of location. employee or customer.

8×8 XCaaS integrates cloud contact center, voice, team chat, video meetings and CPaaS embeddable API features into a single-vendor solution for employees, call center agents and the National Express administrative staff.

8×8 Secure Pay, a core XCaaS component that integrates with PCI Pal, provides an important layer of security and compliance for bank or credit card payments over the phone. Instead of call center agents asking for card details, customers enter payment details directly on their phone’s keypad, maintaining the highest level of privacy for customers.

8×8 Agent Workspace helps National Express contact center agents benefit from a streamlined interface to help them work faster and improve customer service levels. Synchronizing data with Salesforce provides agents with context and a rich history of customer interactions to further improve customer satisfaction.

“By choosing 8×8, we were able to improve productivity and efficiency, reduce resolution time for customer inquiries, 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 press release.

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