8×8 has announced that Wayne Metro Community Action Agency has deployed the 8×8 XCaaS (Experience Communications as a Service) integrated cloud contact centre and unified communications platform to better serve the community with enhanced customer engagement, while improving employee efficiency and productivity.
Wayne Metro is a non-profit organization serving approximately 35,000 low- and moderate-income residents in Wayne County, Michigan.
The organization offers over 60 programs focused on quality housing, family stability, and economic opportunities, while also providing essential services like weatherization of houses and water assistance to improve the lives of community members.
Previously, Wayne Metro faced challenges within its connect center, including a cumbersome phone system that required frequent maintenance and complex configuration, which led to issues with agent productivity and handling customer interactions.
In order to effectively support the community, Wayne Metro knew it needed a communication platform that was easy to use and maintain and capable of providing a seamless citizen and employee experience.
Wayne Metro chose 8×8’s integrated cloud contact centre and unified communications platform, 8×8 XCaaS, for its ease-of-use and flexible functionality.
Wayne Metro’s hybrid workforce of 800 employees were empowered to work from anywhere due to 8×8’s ability to seamlessly switch between laptop, desktop, and mobile devices.
Further, Wayne Metro capitalized on 8×8’s speech analytics for staff training and monitoring, while the built-in CRM capabilities facilitated a seamless customer experience.
As a result of deploying 8×8, Wayne Metro’s contact centre, which consists of eight different channels responsible for supporting different programs, now manages over 220,000 customer interactions each month.
“We are inspired every single day by the citizens we have the privilege of working with and serving, and so it stands to reason that we would do everything in our power to ensure that we are able to provide them with the resources, support, and accessibility that they need – and this starts with the communications platform we use,” said Joseph Coogan, Assistant IT Director at Wayne Metropolitan Community Action Agency.
“8×8 allows us to not only effectively collaborate and engage with our citizens but also communicate internally amongst employees with the click of a button. It’s encouraging to have a technology vendor that is as dedicated to our mission, and ensuring we have what we need to deliver exceptional citizen service.”
“As an organization, our goal is to provide our customers with solutions that are not only innovative in terms of features, but also in terms of functionality. As Wayne Metro continues to work within their community, our goal at 8×8 is to offer a source of stability and reliability that so many of Wayne Metro’s citizens do not currently have,” said Hunter Middleton, Chief Product Officer at 8×8, Inc.
“We are thrilled that by working with 8×8, Wayne Metro has been able to increase the number of customer interactions their contact centre processes each month, and improve overall productivity, efficiency, and communication and collaboration.”
The 8×8 XCaaS platform, which includes integrated cloud contact centre, business phone, team chat, video meetings, and SMS capabilities, is a resilient, secure, and compliant cloud platform that offers the highest levels of reliability with a 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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