The 8×8 Contact Center has been deployed by the Southwest Transplant Alliance to support the recovery of donated tissues and organs for transplant.
8×8 XCaaS (eXperience Communications as a Service), 8×8 Voice for Microsoft Teams, and 8×8 Contact Center for Microsoft Teams have been integrated into the entire organisation, including its customer service department.
Southwest Transplant Alliance (STA) is a non-profit organisation based in Texas, serving 10 transplant centres, over 270 hospitals, and 10.5 million residents across Texas and Arkansas.
Alex Headley, Donor Services Manager at Southwest Transplant Alliance, said: “When we say that the phone ringing is the difference between a life-or-death situation, we’re not exaggerating,
“Calls require immediate action, organizing transplants and donations.
“In choosing 8×8, we have a cloud contact centre and communications solution that offers the capabilities, flexibility, and resiliency we need to quickly manage life-giving interactions for donors, families, hospitals, and our care team around the country.
“Additionally, 8×8’s reporting and analytics, along with its customizable reporting capabilities, really stands out as a differentiator among other vendors helping us to accurately determine service levels.”
STA has chosen 8×8 to meet its need for an integrated contact centre and unified communications platform that is able to ensure complete reliability and transfer call capabilities for their 24/ inbound call centre.
Following expert advice from the IT consultant Softchoice, 8×8 is implementing 8×8 XCaaS as a means of simplifying communications and customer interactions between its teams, clients, donors, and hospitals.
8×8 can help managers to enhance workflows, assist and train staff, and provide real-time reporting across the organisation.
STA can also continue to use the familiar Teams interface via 8×8 XCaaS’s Microsoft Teams Phone solution and its certified contact centre.
As part of a single-vendor offering, 8×8 XCaaS has a cloud contact centre, video meetings, business phone, team chat, and SMS capabilities.
XCaaS blends UCaaS and CCaaS features and is built on the secure and compliant 8×8 eXperience Communications Platform.
Hunter Middleton, Chief Product Officer at 8×8, commented: “Southwest Transplant Alliance is an incredible organization responsible for critical moments in countless people’s lives.
“As a result, it is imperative that they have a reliable cloud contact centre and communications platform to ensure their team can manage calls for organ donations and transplants quickly, without worrying about having to troubleshoot their technology.
“With 8×8 XCaaS, Southwest Transplant Alliance can rest assured knowing they have the seamless, consistent communications they need so that they can focus the attention on donor care, family support, and response during life-saving emergencies.”
Earlier this month, appointed Kevin Kraus as its new Chief Financial Officer.
Kraus had served as 8×8’s interim CFO since November. Previously, he was 8×8’s Senior Vice President of Finance, responsible for financial planning, analysis, and procurement functions.
Kraus represents the second major change at the top of 8×8, with Samuel Wilson taking over as CEO from Dave Sipes in May this year.
Wilson had been acting as interim CEO since November 2022, stepping up to the role following 8×8’s decision to terminate the contract of the former CEO Dave Sipes.
