Service from Home: Activate Group Ltd Keeping UK’s Key Workers on the Road with Rapid Transition to Remote Customer Service Team Using 8×8
8×8, Inc. , a leading integrated cloud communications provider, announced it has enabled Activate Group Limited (AGL) to keep the UK’s key workers on the road by transitioning its contact centre staff to work remotely in just 24 hours with the 8×8 cloud communications solution.
Service from Home: Activate Group Ltd Keeping UK’s Key Workers on the Road with Rapid Transition to Remote Customer Service Team Using @8x8UK @8×8
AGL’s fleet management services, which specialise in technology-led accident management services, help keep commercial vehicles running in the event of a breakdown. AGL’s services have never been more vital amid the current Covid-19 crisis, with many of its customers responsible for providing key services -this includes supermarket deliveries from companies such as Ocado, Sainsbury’s and Tesco, as well as British Gas, and Abellio, which runs London’s bus network.
Having implemented 8×8 X Series in July 2019, AGL had the cloud platform and capabilities in place to implement a remote working mandate for its 200 contact centre agents, in less than 24 hours, which is unheard of in the industry. This rapid switch ensured there was minimal disruption to critical customers facing increasing pressure to deliver services to those who are vulnerable or in isolation, while keeping AGL’s staff safe and healthy.
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With 8×8 X Series, an integrated solution for voice, chat, video meetings and contact centre on an open, modern cloud technology platform, AGL’s contact centre employees have the same capabilities for calling and accessing its CRM system as when working from home. Further, 8×8 Quality Management allows effective remote staff management with its ability to record calls and conduct quality assessments to meet service levels during a critical time.
8×8 Video Meetings also enables the client teams to meet face-to-face with customers using HD video and audio to keep them updated on projects.
Daniel Woods, Head of IT, AGL, said: “In the sector we operate in, it’s vital for us to respond quickly to our customers, and during these uncertain times this has never been more important. Our mission is to keep key workers on the road by continuing to run our 24/7 contact centre service, while ensuring we safeguard the health and safety of our staff. With 8×8 X Series in place, it was easy to quickly transition our entire workforce to remote working and we have still been able to provide excellent support to our customers when they need it most.”
Samuel Wilson, Chief Customer Officer and Managing Director of EMEA, 8×8, Inc., said: “We’re proud to be able to help companies such as AGL move to remote working rapidly and efficiently during these critical times. It’s impressive to see their rapid response to keeping their staff safe while also keeping critical customer operations running when they have never been more needed, thanks to their forward-thinking approach to cloud communications.”
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5.5 Million Video Meetings Monthly Active Users Globally; 2.4 Million Increase in a Week
8×8 X Series meets the needs of businesses with a mobile and remote workforce by providing a highly reliable and resilient solution across desktop and mobile devices for voice, video, chat, contact centre, APIs and advanced analytics. This allows companies to unify a distributed workforce and enable flexible workstyles. 8×8 X Series includes 8×8 Video Meetings, which is also available as a free, unlimited standalone version, and provides international dial-in numbers in more than 55 countries. 8×8 Video Meetings is optimized for use with the WebRTC standard which enables attendees to instantly join meetings without any downloads or plugins.
8×8 Contact Centre, available as part of X Series, is a complete solution including ACD, IVR, digital channels, outbound dialer, reporting, customer experience analytics, quality management, speech analytics, customer surveys and knowledgebase, all delivered on one unified, secure and reliable platform featuring single sign-on and centralized administration. Pre-built CRM integrations make it easy for agents to access and view customer data.
8×8 has experienced a significant increase in usage across its video meetings solutions with monthly active users growing globally to now more than 5.5 million.
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