Support for Citizens: Barking and Dagenham Council Moves Entire Contact Centre to the Cloud for Remote Working with 8x8

▤ Summary

A team of 55 contact centre agents handle approximately 40,000 calls each month, addressing a range of queries from waste and recycling collection, to council tax, planning applications, social care services and housing repairs. In light of the COVID-19 outbreak and the UK Government’s mandate to work from home where possible, the council understood that it needed to take swift action to protect its contact centre staff while keeping vital services running for its residents. 8x8 has been the perfect partner to support us in challenging circumstances, with the entire team working hard to move our contact centre operations to the cloud in a matter of days.” “We understand how important it is for councils to keep in touch with the community during these unprecedented times,” said Russell Tilsed, Sales Director, Public Sector at 8x8. “Our dedicated team of public sector experts are proud to have been able to transition Barking and Dagenham Council contact centre onto our cloud platform in just two weeks. We’re looking forward to working together to enhance service levels even further in the coming weeks.” 8x8 Contact Centre, also available as part of 8x8 X Series, is a complete solution including ACD, IVR, digital channels, outbound dialer, reporting, customer experience analytics, quality management, speech analytics, customer surveys and knowledgebase, all delivered on one unified, secure and reliable platform featuring single sign-on and centralized administration.

▦ Linked Companies

8x8

$500M to $1B