Service from Home: Activate Group Ltd Keeping UK’s Key Workers on the Road with Rapid Transition to Remote Customer Service...
March 30 2020 - 04:00AM
Business Wire
8x8, Inc. (NYSE: EGHT), a leading integrated cloud
communications provider, today announced it has enabled Activate
Group Limited (AGL) to keep the UK’s key workers on the road by
transitioning its contact centre staff to work remotely in just 24
hours with the 8x8 cloud communications solution.
AGL’s fleet management services, which specialise in
technology-led accident management services, help keep commercial
vehicles running in the event of a breakdown. AGL’s services have
never been more vital amid the current Covid-19 crisis, with many
of its customers responsible for providing key services -this
includes supermarket deliveries from companies such as Ocado,
Sainsbury’s and Tesco, as well as British Gas, and Abellio, which
runs London’s bus network.
Having implemented 8x8 X Series in July 2019, AGL had the cloud
platform and capabilities in place to implement a remote working
mandate for its 200 contact centre agents, in less than 24 hours,
which is unheard of in the industry. This rapid switch ensured
there was minimal disruption to critical customers facing
increasing pressure to deliver services to those who are vulnerable
or in isolation, while keeping AGL’s staff safe and healthy.
With 8x8 X Series, an integrated solution for voice, chat, video
meetings and contact centre on an open, modern cloud technology
platform, AGL’s contact centre employees have the same capabilities
for calling and accessing its CRM system as when working from home.
Further, 8x8 Quality Management allows effective remote staff
management with its ability to record calls and conduct quality
assessments to meet service levels during a critical time.
8x8 Video Meetings also enables the client teams to meet
face-to-face with customers using HD video and audio to keep them
updated on projects.
Daniel Woods, Head of IT, AGL, said: “In the sector we
operate in, it’s vital for us to respond quickly to our customers,
and during these uncertain times this has never been more
important. Our mission is to keep key workers on the road by
continuing to run our 24/7 contact centre service, while ensuring
we safeguard the health and safety of our staff. With 8x8 X Series
in place, it was easy to quickly transition our entire workforce to
remote working and we have still been able to provide excellent
support to our customers when they need it most.”
Samuel Wilson, Chief Customer Officer and Managing Director
of EMEA, 8x8, Inc., said: “We’re proud to be able to help
companies such as AGL move to remote working rapidly and
efficiently during these critical times. It’s impressive to see
their rapid response to keeping their staff safe while also keeping
critical customer operations running when they have never been more
needed, thanks to their forward-thinking approach to cloud
communications.”
5.5 Million Video Meetings Monthly Active Users Globally; 2.4
Million Increase in a Week
8x8 X Series meets the needs of businesses with a mobile and
remote workforce by providing a highly reliable and resilient
solution across desktop and mobile devices for voice, video, chat,
contact centre, APIs and advanced analytics. This allows companies
to unify a distributed workforce and enable flexible workstyles.
8x8 X Series includes 8x8 Video Meetings, which is also available
as a free, unlimited standalone version at https://8x8.vc, and
provides international dial-in numbers in more than 55 countries.
8x8 Video Meetings is optimized for use with the WebRTC standard
which enables attendees to instantly join meetings without any
downloads or plugins.
8x8 Contact Centre, available as part of X Series, is a complete
solution including ACD, IVR, digital channels, outbound dialer,
reporting, customer experience analytics, quality management,
speech analytics, customer surveys and knowledgebase, all delivered
on one unified, secure and reliable platform featuring single
sign-on and centralized administration. Pre-built CRM integrations
make it easy for agents to access and view customer data.
8x8 has experienced a significant increase in usage across its
video meetings solutions with monthly active users growing globally
to now more than 5.5 million. For the latest 8x8 Video Meetings
usage statistics, user stories and social posts updated daily,
visit https://www.8x8.com/live.
About 8x8, Inc.
8x8, Inc. (NYSE: EGHT) is transforming the future of business
communications as a leading cloud provider of voice, video, chat,
contact centre and enterprise-class API solutions powered by one
global communications platform. 8x8 empowers workforces worldwide
to connect individuals and teams so they can collaborate faster and
work smarter. Real-time business analytics and intelligence provide
businesses unique insights across all interactions and channels so
they can delight end-customers and accelerate their business. For
additional information, visit www.8x8.com, or follow 8x8 on
LinkedIn, Twitter, and Facebook.
About Activate Group Limited
Activate Group Limited (AGL) was founded in 2015, since then it
has gone from strength to strength in the vehicle accident
management sector. AGL has scalable technology and business
solutions that cover a wide range of customer needs, from risk
screening and repair fulfilment through to fleet, insurance and
broker services. For additional information, visit
www.activate-group.com, or follow AGL on LinkedIn, and
Facebook.
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version on businesswire.com: https://www.businesswire.com/news/home/20200330005185/en/
Media: Bee Hindocha, 44 (0)20 8059 9230
bee.hindocha@8x8.com
Investor Relations: Victoria Hyde-Dunn, 1-669-333-5200
victoria.hyde-dunn@8x8.com
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