Kingspan Move to the Cloud

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Filed under - Contact Centre News,

8×8 has announced that Kingspan Water and Energy has deployed 8×8 X Series to support their global growth and streamline the employee and customer experience.

Founded in 1965 and headquartered in Ireland, Kingspan has grown from a small family business to a global leader with more than 15,000 employees across over 70 countries.

Growing predominantly through acquisitions, the company was challenged by having many disparate legacy on-premises telephony and contact centre systems in use across the organization.

With growing demand for a single voice, video, team chat and contact centre solution, Kingspan needed to retire legacy PBXs and contact centre solutions and bring everyone onto a new cloud communications platform to improve employee productivity and customer experience.

There was also a need to address significant gaps identified in its customer analytics and data.

With multiple vendors and platforms used across the business and in different locations, having a single view of a customer had been an almost impossible task.

In order to achieve this they required a single vendor to unite data spanning across their international offices, providing them with the insights needed to remain competitive in their market.

Kingspan selected the 8×8 Open Communications PlatformTM for operate-from-anywhere enterprise communications, combining voice, team chat, meetings, and contact centre solutions fuelled by shared intelligent communications services like AI-driven expert routing and predictive analytics.

Starting in the UK, Kingspan will deploy 550 seats of the 8×8 cloud communications and contact centre solution across six countries, with first line support provided by 8×8 and Outsource.

The solution will offer a single view of data and analytics across every interaction and boost employee and contact centre agent communication and collaboration, as well as improve customer insights.

The scalability and extensibility of 8×8’s cloud technology means that Kingspan can roll out more services and reach more users across Kingspan’s international business, without the need for any infrastructure installation.

Features like 8×8’s ready-to-use integrations and APIs also means that Kingspan can integrate its ERP and CRM systems with its communications platform effortlessly in due course.

“We’re moving toward a digital workplace and it’s proving a powerful enabler for our business as we continue to grow,” said Richard Gray, IT Manager – Operations at Kingspan Water and Energy.

“Not only does it allow us to improve employee productivity, but access to more data allows us to improve business insights and meet ever-changing customer needs.”

“We are delighted to be working with Kingspan as they make their move to the cloud,” said Jamie Snaddon, Managing Director, EMEA at 8×8.

“8×8 is committed to helping organizations improve employee productivity and customer experience as well enabling them to operate from anywhere, should they need to.”

“With cloud communications now core to business operations, Kingspan has a future-proof communications strategy in place, increasing their business responsiveness, productivity and resilience.”

“We look forward to working closely with Kingspan as they continue to scale their cloud communications operation across the globe.”

Author: Robyn Coppell

Published On: 5th Aug 2020 - Last modified: 11th Aug 2020
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