Swim England Embraces the Flexibility of Remote Work With 8×8

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Filed under - Contact Centre News,

Swim England, the national governing body for swimming in England, has deployed 8×8 XCaaS (eXperience Communications as a Service) to equip the company’s employees and contact centres with the communications capabilities needed to operate within the modern workplace.

Previously, Swim England’s three contact centres, responsible for enquiries related to awards, teacher training, and membership, operated through an on-premises legacy ISDN platform. As the need for Swim England’s employees to work remotely became imperative, the inflexibility of the existing system became apparent.

For instance, employees, both knowledge workers and contact centre agents, working from home had no other option than to use their personal mobile or home numbers to conduct business calls because they had always been office-based with no access to a softphone.

Swim England needed a cloud solution that could be quickly implemented to ensure there was no disruption of service and would support its employees working remotely. Additionally, as Swim England continues to grow, the solution would need to support their communications requirements, regardless of where employees or customers are located.

With input from a trusted IT specialist, Cranberry Communications, Swim England chose 8×8 XCaaS, an integrated cloud contact centre, voice, team chat, video meetings, and CPaaS embeddable APIs solution, for its functionality, ease-of-use, and content-sharing capabilities.

The ability to use 8×8 Work’s enterprise voice, video meetings, and team chat capabilities seamlessly from a computer, mobile device or web browser enabled Swim England’s employees to work from anywhere, communicating with the public and collaborating easily with colleagues, all from the same app.

Additionally, 8×8 service plans come standard with unlimited domestic and international calling, which eliminated the need to provision and pay for employees and contact centre agents’ expensive monthly mobile phone contracts.

As a result of implementing 8×8, Swim England’s monthly platform operating costs were reduced by 35 percent.

Kalpesh Parmar, Head of IT at Swim England, said: “We had been relying on our legacy solution for many years, and knew it was time for a change. The necessity of remote work accelerated our digital transformation plans and our move to the cloud much more quickly than anticipated.

“The transition to the 8×8 platform was very quick and seamless, even given the complexities of implementing a new solution, while maintaining a high level of service for our customers with little disruption.”

Jamie Snaddon, Managing Director, EMEA at 8×8, Inc., said, “Companies in both the public and private sector will continue to make purposeful shifts towards cloud-first communications environments, such as 8×8 XCaaS, removing siloes, improving employee and customer engagement, and reducing costs.

“Using the XCaaS platform, organizations like Swim England can speed information flows, allowing them to be more agile and responsive to citizen and customer needs.”

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

This blog post has been re-published by kind permission of 8x8 – View the Original Article

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Published On: 27th May 2022 - Last modified: 31st May 2022
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