London Borough of Hounslow has Deployed 8×8 XCaaS


Kew Bridge, Hounslow, London

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Filed under - Contact Centre News,

8×8 has announced that the London Borough of Hounslow has deployed 8×8 XCaaS (eXperience Communications as a Service) with 8×8 Voice for Microsoft Teams to support over 1,500 employees.

Prior to 8×8, Hounslow Council struggled with old disparate communications solutions that lacked the capabilities needed to support the numerous business areas, particularly the contact centre, and required constant assistance from their support team to keep them running.

As a result, Hounslow Council wanted to simplify both the communications and engagement solutions used by employees and residents, and move to a cloud-based solution that offered reliable service.

With 8×8 XCaaS and 8×8 Voice for Microsoft Teams, Hounslow Council has reduced costs and improved customer satisfaction using a single, integrated platform.

Mark Lumley, Director for Digital & IT at the London Borough of Hounslow, said, “We chose 8×8 XCaaS because of its single vendor, integrated cloud communications and contact centre platform, and integration with Microsoft Teams.

While evaluating vendors, 8×8 stood out to us as a trustworthy partner, capable of delivering on our needs. Since deploying 8×8, we’ve increased efficiencies within our team and throughout the interactions with our communities, allowing us to fully and quickly serve our community.”

The London Borough of Hounslow Council deployment reflects 8×8’s continued growth and success within the U.K.’s public sector, with 8×8 XCaaS now deployed across more than one third of London’s boroughs.

Additional customer deployments include:

  • The London Borough of Newham provides services for more than 353,000 residents in East London. They most recently expanded their 8×8 Contact Centre by more than 90 percent, bringing the total number to over 220 CCaaS seats.
  • Welsh Water, the only not-for-profit water company in England and Wales, uses the 8×8 Video Interaction API to provide remote customer support, in turn boosting customer satisfaction while improving operational efficiency.

Jamie Snaddon, Managing Director, EMEA at 8×8, Inc., said, “Our dedication to XCaaS platform innovation has meant that councils like Hounslow are able to unify employee and citizen experiences by eliminating operational silos and speeding information flows, allowing staff to be more agile and responsive to citizens’ needs.

Additionally, 8×8 XCaaS provides a single integration framework making it easy to extend Microsoft Teams capabilities, allowing employees to continue providing exceptional services to citizens without missing a beat.”

8×8 XCaaS includes cloud contact centre, voice, team chat, video meetings, and CPaaS embeddable APIs capabilities. 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 uptime SLA across an integrated cloud UCaaS and CCaaS solution.

To find out more about 8×8, visit their website.

Published On: 30th Jun 2022
Read more about - Contact Centre News,


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