8×8’s XCaaS platform has been deployed by Wayne Metro Community Action to “better serve the community”.
Wayne Metro serves around 35,000 low to moderate income residents in Wayne County, Michigan, but it was experiencing an outdated and temperamental phone system, which was resulting in issues with customer interactions and agent productivity.
The non-profit organisation turned to 8×8 because it represented an easy-to-use and flexible solution that will enable a seamless citizen and employee experience.
Joseph Coogan, Assistant IT Director at Wayne Metropolitan Community Action Agency, believes XCaaS will make a real difference to its work: “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.
“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.”
Wayne Metro provides more than 60 programs related to quality housing, family stability, and economic opportunities, as well as offering services, such as weatherproofing houses and water assistance.
With 8×8’s XCaaS, Wayne Metro’s hybrid workforce of 800 employees are now able to work from anywhere due to 8×8’s solution enabling seamless switching between laptops, desktops, and mobile devices.
Moreover, Wayne Metro is utilising 8×8’s speech analytics for staff training and monitoring, with CRM capabilities raising the organisation’s customer experiences.
As a result of the XCaaS integration, Wayne Metro’s contact centre now supports over 220,000 customer interactions every month across eight channels.
Hunter Middleton, Chief Product Officer at 8×8, Inc., reflected on positive outcomes its foresees XCaaS will bring to Wayne Metro: “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.
“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.”
8×8’s XCaaS includes an integrated cloud contact centre, business phone, team chat, video meetings, and SMS. Its platform is secure and compliant with the highest reliability levels and platform-wide 99.999 percent uptime.
8×8 recently made a comeback following a revenue drop of two percent year over year with its stock increasing by 31 percent. Samuel Wilson, CEO of 8×8, believes that an increase in performance across its CPaaS business and Fuze are the major factors behind this revival.
CX Today recently explored which company offers the best Microsoft Teams contact centre: ComputerTalk, RingCentral, or 8×8?
