Swim England has selected 8×8’s ‘XCaaS’ solution to meet the communication needs of its remote working employees.
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The national governing body for swimming in England, Swim England, previously had three contact centres for awards, teacher training, and membership, all operating via an on-premises legacy ISDN platform.
Due to the increasing amount of remote work Swim England employees have had to undertake, it found its setup was too restrictive.
8×8’s ‘XCaaS’ (Experience Communications as a Service) is a blend of unified communications and contact centre technology which enables both employees and contact centre agents to work remotely.
Kalpesh Parmar, Head of IT at Swim England, said: “We had been relying on our legacy solution for many years and knew it was time for a change.
“The necessity of remote work accelerated our digital transformation plans and our move to the cloud much more quickly than anticipated.
“The transition to the 8×8 platform was very quick and seamless, even given the complexities of implementing a new solution while maintaining a high level of service for our customers with little disruption.”
The IT specialist, Cranberry Communications, helped connect Swim England with 8×8’s XCaaS solution.
XCaaS comprises of an integrated cloud contact centre, voice, team chat, video meetings, and CPaaS embeddable APIs.
Swim England employees can now connect internally and with members of the public from anywhere due to 8×8 Work’s voice, video and team chat capabilities, accessible from a computer, mobile device or web browser.
The company switched from paying monthly mobile phone contracts for contact centre agents to 8×8’s service plan, which includes unlimited domestic and international calling. As a result, Swim England’s total operating costs were reduced by 35 per cent.
Jamie Snaddon, Managing Director, EMEA at 8×8, Inc., said: “Companies, both in the public and private sector, will continue to make purposeful shifts towards cloud-first communications environments, such as 8×8 XCaaS, removing siloes, improving employee and customer engagement, and reducing costs.”
“Using the XCaaS platform, organisations like Swim England can speed information flows, allowing them to be more agile and responsive to citizen and customer needs.”
8×8 created the XCaaS acronym to raise awareness for its solution which is conventionally defined by both UCaaS and CCaaS.
Chris Angus, the Senior Director of Commercial Sales at 8×8, spoke about its XCaaS solution at the UC Partner Summit 2022.
Russell Tilsed, VP EMEA Sales at 8×8, discussed the key trends in CCaaS at the same partner summit.
