8×8, Inc. (NYSE:EGHT), a leading integrated cloud communications platform provider, today announced that Liverpool City Council has deployed the 8×8 integrated cloud communications and contact centre solution which digitises services for its more than half a million residents, as part of its digital transformation agenda.
As one of the largest metropolitan districts in the UK, the Liverpool City Council set an ambitious goal to accelerate digital transformation and begin the introduction of a self-service model for citizens. One of the barriers to this effort was the limitations of the council’s existing Avaya legacy on-premises communications and contact centre infrastructure, which was in need of an upgrade.
Following a rigorous procurement process, the council selected 8×8 to replace the legacy system and deliver a single, integrated cloud contact centre, voice, team chat, meetings and Communications Platform as a Service (CPaaS) solution. The council’s Information Communications Technology (ICT) team cited 8×8’s robust analytics capabilities, enhanced flexibility and ability to seamlessly connect 200 contact centre agents as vital to their efforts.
Working with 8×8, Liverpool City Council is now able to accelerate its digital transformation. The single communications and contact centre platform is enabling staff to continue delivering essential services for residents and businesses while working remotely from anywhere. Agents have full transparency giving them a complete view of the customer journey. Importantly, Liverpool City Council is also now able to track the impact of these technology developments through detailed analytics, driving insights needed to optimise the customer experience.