8×8, a global cloud communications platform, collaborated with National Express, a leading coach operator in the UK, to enhance its employee and customer experience.
National Express required an integrated cloud communications and customer interaction solution that could meet their customers’ security and data protection needs, which their previous provider couldn’t. Furthermore, their call center agents, 80 percent of whom work remotely, wanted a solution that was firmly integrated with their CRM system and capable of accepting secure payments over the phone without jeopardizing privacy, regardless of where the employee or the customer was situated.
XCaaS is a single-vendor solution that combines cloud contact center, phone, team chat, video meetings, and CPaaS embeddable APIs features. It delivers a cutting-edge array of cloud communications solutions to National Express employees, call center agents, and administrative staff. These features contribute to a better employee experience and provide superior customer service on any device.
Jamie Snaddon, Managing Director, EMEA at 8×8, Inc., said, “Companies are constantly having to adapt their services to meet the requirements of both employees and customers, all while ensuring better than ever customer service. 8×8 XCaaS, provides an adaptable, holistic solution – complete with integrated communications, collaboration, and contact centre functionality, as well as secure payment, and Salesforce CRM integrations – providing organizations like National Express with the security and flexibility they need to operate seamlessly to increase customer satisfaction.”
8×8 Secure Pay, a crucial XCaaS component that connects with PCI Pal, adds an important degree of security and compliance for bank or credit card payments over the phone. Instead of contact centre agents requesting card information, clients can enter payment information straight into their phone’s keypad, ensuring high level of privacy for customers.
In addition, the new 8×8 Agent Workspace provides National Express contact centre workers with a simpler interface to help them work faster and provide better customer care. To boost customer satisfaction, seamless data synchronization with Salesforce gives agents with context and a rich history of client interactions.