National Express has deployed the 8×8 XCaaS integrated cloud communications and contact centre solution.
According to 8×8, the UK’s largest coach operator needed a solution to meet security and data privacy requirements for 21 million passengers annually.
Additionally, 80 percent of National Express’ contact centre agents work remotely, meaning the solution needed to be tightly integrated with their CRM system and able to accept secure payments over the phone without compromising any privacy.
Lawrie Neal, Salesforce System Administrator at National Express, commented: “For us, it’s about having a better customer experience with tools that are intuitive and easy for our staff, regardless of whether they’re in the office or working remotely.
“By choosing 8×8, we’ve been able to improve productivity and efficiency, reduce the time to resolve customer requests, improve payment security, and create an overall more seamless and enjoyable experience for our customers.”
8×8 XCaaS is a cloud-based communication solution which combines Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) into a single solution.
8×8 says that the service is designed to help employees stay engaged, productive, and efficient, regardless of work location, to deliver an enhanced and secure customer experience.
National Express employees will also have access to 8×8 Secure Pay, which provides a layer of security and compliance for bank or credit card payments over the phone.
Instead of call centre agents requesting card details, customers key in payment details directly to their phone’s keypad.
Jamie Snaddon, Managing Director, EMEA at 8×8, Inc., said:
“Companies are constantly having to adapt their services to meet the requirements of both employees and customers, all while ensuring better than ever customer service.
“8×8 XCaaS provides an adaptable, holistic solution – complete with integrated communications, collaboration, and contact centre functionality, secure payment, and Salesforce CRM integrations – providing organisations like National Express with the security and flexibility they need to operate seamlessly to increase customer satisfaction.”
8×8 XCaaS plays a role in the public and private sectors in the UK; most recently, The London Borough of Hounslow deployed the solution to around 1,500 employees.
