Solution equipped the council’s contact centre operators with the ability to engage customers across voice and digital channels while having a 360-degree view of customer needs and interactions.
Harrow Council in the UK has deployed a cloud contact centre and communications product from 8x8 as part of its digital transformation agenda to enhance delivery of essential services.
According to the London borough council, it faced challenges that were common among UK public sector organisations. It was hampered by legacy on-premises systems that were unreliable, costly to maintain, and offered limited functionality.
These technology shortcomings were further exacerbated when the council’s mission-critical “Access Harrow” contact centre and telephony system struggled to support employees and contact centre agents transitioning to remote work.
The council selected 8x8’s integrated cloud contact centre and communications platform to replace its legacy systems with a view to improving manageability and reliability, ensuring business resiliency, enabling an operate-from-anywhere workforce, and reducing costs.
“Working with 8x8 has enabled us to adopt a nimble, hybrid approach, allowing our staff to work from anywhere while providing residents, businesses and visitors with the essential services they require”
Working with 8x8, the council equipped its 160 Access Harrow operators with the ability to engage customers across voice and digital channels while having a 360-degree view of customer needs and interactions. The result was a streamlined employee and customer experience with advanced analytics and reporting, allowing operators to consult and collaborate with colleagues to resolve customer issues through immediate access to relevant information, 8x8 reports.
“As we made a smooth transition into the cloud, the 8x8 delivery team was with us every step of the way, ensuring we were ready to make the switch. The level of support they provided those initial weeks made what felt like a mammoth task more manageable,” said Ben Goward, ICT director at Harrow Council.
“Working with 8x8 has enabled us to adopt a nimble, hybrid approach, allowing our staff to work from anywhere while providing residents, businesses and visitors with the essential services they require.”
“One of the public sector’s main challenges is trying to transform organisational performance and services with limited resources and outdated technology,” added Jamie Snaddon, managing director, EMEA at 8x8.
“Providing Harrow Council with an integrated communications and contact centre solution has allowed [it] to rapidly transition to the cloud, under difficult circumstances, without impacting the essential services [it] delivers to the community. We look forward to working together as [it] rolls out additional services in the coming months.”
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