National Express Enhances Employee and Customer Experience and Simplifies Travel with 8×8 XCaaS

The UK’s Largest Scheduled Coach Operator Improves Security and Flexibility with 8×8’s Integrated Cloud Communications and Contact Centre Product

8×8, Inc, a leading integrated cloud communications platform, today announced that National Express, the largest scheduled coach operator in the UK, has chosen the 8×8 XCaaS™ (eXperience Communications as a Service™) integrated cloud communications and contact centre solution to help employees stay engaged, productive, and efficient, regardless of work location, to deliver an enhanced and secure customer experience.

National Express services 21 million passengers per year in the UK and needed an integrated cloud communications and customer engagement solution capable of meeting their security and data privacy requirements, which weren’t met by their previous vendor. Additionally, their contact centre agents, of which 80 percent work remotely, required a solution that was tightly integrated with their CRM system and able to accept secure payments over the phone without compromising privacy, regardless of where the employee or the customer was located.

8×8 XCaaS integrates cloud contact centre, voice, team chat, video meetings, and CPaaS embeddable APIs capabilities in a single-vendor solution. This provides National Express’ employees, call centre agents, and administrative staff with a cutting-edge suite of cloud communications tools. These capabilities help to strengthen the employee experience and deliver optimal customer service, anywhere and on any device.

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8×8 Secure Pay, an essential XCaaS component which integrates with PCI Pal, provides an important 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 onto their phone’s keypad – maintaining the highest level of privacy for customers.

Furthermore, with the new 8×8 Agent Workspace, National Express’ contact centre agents benefit from a simplified interface to help them work faster and improve customer service levels. Seamless data synchronisation with Salesforce provides agents with context and a rich history of customer interactions to further improve customer satisfaction.

Lawrie Neal, Salesforce System Administrator at National Express, said: “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.”

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, as well as 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 is built on the resilient, secure, and compliant 8×8 eXperience Communications Platform™, which offers the highest levels of reliability with the industry’s only financially backed, platform-wide 99.999 percent SLA across an integrated cloud UCaaS and CCaaS solution.

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