Rotherham Council modernizes its contact center

Rotherham Metropolitan Borough Council upgrades contact center with 8 × 8 XCaaS
UK Government Local Authority Improves Digital Experience For Its Citizens With Integrated Cloud Communication And Contact Center Solution

8 × 8 announced that the Rotherham Metropolitan Borough Council has deployed 8 × 8 XCaaS™ (eXperience Communications as a Service ™) to improve its communications with approximately 260,000 residents of Rotherham.

Rotherham’s board was on a mission to modernize its employee and customer engagement operations with the goal of transforming the way it interacts with citizens. To increase the resilience of the business, Rotherham Council wanted to maximize hybrid and remote working capabilities in all of its business operations. The limitations associated with legacy on-premise solutions from multiple vendors have proven to be a challenge, leading to increased communication costs, long wait times, and system failures.

Rotherham’s board needed a cloud-based solution that offered reliable service, consistent integrations with their existing solutions, and the ability to scale and deliver real-time analytics to be more efficient in terms of time and cost. resources. Additionally, Rotherham’s board needed an easy-to-use solution with remote coaching available to train and integrate new and existing staff.

Rotherham council selected 8 × 8 XCaaS, which includes a fully integrated native cloud contact center, voice, team chat, videoconferences, and CPaaS integrated communications and APIs capabilities in a single-source solution, to empower a distributed workforce, while providing adaptable solutions that meet evolving organizational needs.

In addition, the advanced 8 × 8 reporting and analysis capabilities, combined with 8 × 8 secure payment, gave agents and supervisors a real-time view of Rotherham citizens’ responses, including perceptions of the customer experience, enabling Rotherham Council to safely improve and better serve their citizens from within ‘a unique platform.

Steve Langrick, Head of Digital Services at Rotherham Metropolitan Borough Council oversaw the project and said,

“We chose 8 × 8 XCaaS because of its single vendor, integrated cloud communications and contact center platform, which allows us to standardize and consolidate our telephony services and provide flexibility. to our staff. The ease of implementation and the availability of training for our staff did not result in any disruption in service during the transition and allowed our employees to provide the best possible service. We are excited to be working with 8 × 8 as we continue to improve citizen and employee experiences. “

The Rotherham Metropolitan Borough Council rollout reflects the wider success the 8 × 8 has seen in the public sector in the UK and Ireland this year:

– 8 × 8 XCaaS is now deployed in more than a third of London’s boroughs. Other public sector organizations that have recently chosen 8 × 8 include:

– The London Borough of Hounslow, which provides services to over 270,000 residents. They selected XCaaS and 8 × 8 voice for Microsoft teams to consolidate disparate systems on a single cloud platform to support more than 2,800 employees.

– NHS National Services Scotland handles over a million calls per month during peak periods, supporting immunization helplines, reservation services, blood transfusion service and testing and protection service COVID 19. They have expanded their 8 × 8 XCaaS investment to a current total of over 2,500 UCaaS and over 1,300 CCaaS seats.

– The Buckinghamshire Council, which provides services to around 800,000 citizens in the region, has recognized the value of XCaaS. After previously deploying 8 × 8 UCaaS across the organization for 4,500 employees, they have now added 250 CCaaS seats to further improve the customer experience.

– Kent and Medway NHS and Social Care Partnership Trust (KMPT), an NHS secondary mental health care provider, selected 8 × 8 XCaaS for 3,200 seats to improve patient safety and experience. XCaaS will integrate with major ICT platforms, deliver year-over-year profitability improvements, improve security compliance, and enable a “work from anywhere” experience for staff.

– The Essex Police, Fire and Crime Commissioner provides policing, fire and rescue services for the county of Essex in the east of England, supporting 1.8 million citizens. The Essex County Fire and Rescue Service selected 8 × 8 UCaaS and 8 × 8 Voice for Microsoft teams to improve their communication capabilities at 50 fire stations and more than 1,400 staff.

Jamie Snaddon, Managing Director, EMEA at 8 × 8, Inc. said,

“Maintaining, if not improving, employee communications and citizen engagement is fundamental for public sector organizations to ensure that citizens feel supported, especially as local demands evolve. 8 × 8 XCaaS provides Rotherham Metropolitan Borough Council with the capabilities their employees need to communicate and collaborate from anywhere, while delivering a differentiated level of citizen experience.

8 × 8 XCaaS is built on the resilient medium, secure and compliant EXperience 8 × 8 communication platform™, which offers the highest levels of reliability and the only platform-wide 99.999% SLA that is financially backed on an integrated UCaaS and CCaaS cloud solution.

8 × 8 is transforming the future of business communications as a leading provider of software as a service 8 × 8 XCaaS ™ (eXperience Communications as a Service ™), integrated contact center, voice, video, chat and API solution built on a global cloud communication platform. 8 × 8 uniquely eliminates the silos between Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) to meet the communication needs of all employees globally, as they work together to deliver differentiated customer experiences.

For more information on 8 × 8 visit their Website