8×8 has announced that Southwest Transplant Alliance has deployed the 8×8 XCaaS (eXperience Communications as a Service) platform with Voice for Microsoft Teams and Contact Centre for Microsoft Teams, across their entire organization, including customer service, to ensure uninterrupted support in the recovery of donated organs and tissues for transplant.
Southwest Transplant Alliance (STA), a non-profit organization based in Texas, is part of a nationwide network of agencies whose purpose is to save lives through organ and tissue donation and transplantation.
Since its founding, STA has recovered more than 35,000 organs and saved or enhanced the lives of more than 100,000 people. STA’s service area includes 10 hospital transplant centres and over 270 hospitals to support over 10.5 million residents across Texas and Arkansas.
With a remote and hybrid workforce spread across the country, STA needed an integrated cloud contact centre and unified communications platform capable of providing unwavering reliability and efficient transfer call capabilities to meet the needs of their fully staffed, 24/7 inbound call centre.
With expert advice from IT consultant Softchoice, STA chose 8×8 XCaaS to simplify communications and customer engagement between their teams, donors, clients and hospitals.
8×8 provides quality analytics and reporting capabilities to help managers improve workflows, train and assist their fully staffed 24/7 inbound call centre, and provide real-time organization-wide reporting.
With XCaaS providing Microsoft Teams Phone and a solution certified contact centre, STA is able to maintain the familiar Teams user interface while ensuring resilience, consistency, and business continuity.
“When we say that the phone ringing is the difference between a life-or-death situation, we’re not exaggerating,“ said Alex Headley, Donor Services Manager at Southwest Transplant Alliance. “Calls require immediate action, organizing transplants and donations.
“In choosing 8×8, we have a cloud contact centre and communications solution that offers the capabilities, flexibility, and resiliency we need to quickly manage life-giving interactions for donors, families, hospitals, and our care team around the country.
“Additionally, 8×8’s reporting and analytics, along with its customizable reporting capabilities, really stands out as a differentiator among other vendors helping us to accurately determine service levels.”
“Southwest Transplant Alliance is an incredible organization responsible for critical moments in countless people’s lives.
“As a result, it is imperative that they have a reliable cloud contact centre and communications platform to ensure their team can manage calls for organ donations and transplants quickly, without worrying about having to troubleshoot their technology,” said Hunter Middleton, Chief Product Officer at 8×8, Inc.
“With 8×8 XCaaS, Southwest Transplant Alliance can rest assured knowing they have the seamless, consistent communications they need so that they can focus the attention on donor care, family support, and response during life-saving emergencies.”
XCaaS includes integrated cloud contact centre, business phone, video meetings, team chat, and SMS capabilities in a single-vendor solution. XCaaS is built on the resilient, secure, and compliant 8×8 eXperience Communications Platform, which offers the highest levels of reliability with financially backed, platform-wide 99.999 percent uptime SLA across an integrated cloud UCaaS and CCaaS solution.For more information about 8x8 - visit the 8x8 Website
Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.