8x8 XCaaS and 8x8 Voice for Microsoft Teams have been deployed by the University of Worcester to help with its clearing process.
The clearing process is a system employed by UK universities that students enter when they do not achieve the required grades for their preferred course.
With over 10,000 students, the University of Worcester takes thousands of calls every year during the clearing period and needed a communications platform to help deal with this.
Ged Attwood, Head of IT Operations at the University of Worcester, commented: "We chose 8x8 XCaaS because of its single-vendor cloud communications and contact centre platform, and integration with Microsoft Teams.
"For us, 8x8 stood out thanks to its easy deployment, intuitive functionality, and reliable system maintenance.
"The Clearing process is a high-pressure time, but thanks to 8x8 our agents were able to focus entirely on dealing with the students and providing an excellent service, rather than worrying about carrier downtime or clicking the wrong button.”
According to 8x8, the university's third-party contact centre system operated separately from its on-campus phone system, resulting in a siloed approach and often leading to downtime for system maintenance.
8x8 also states that the University of Worcester was looking to transition away from legacy desktop phones and towards an integrated service that can accommodate all communications across the contact centre, phone calls, and chat functions.
By deploying 8x8 services, the university's clearing queue managed thousands of calls between July and October 2022, with no downtime throughout the period.
Jamie Snaddon, Managing Director, EMEA at 8x8, said: "For anyone who has been involved in the UK Clearing process, they know what an incredibly important and potentially stressful time of the year it can be - for students and contact centre agents alike.
