National Express has deployed the 8x8 XCaaS integrated cloud communications and contact centre solution.
According to 8x8, the UK's largest coach operator needed a solution to meet security and data privacy requirements for 21 million passengers annually.
Additionally, 80 percent of National Express' contact centre agents work remotely, meaning the solution needed to be tightly integrated with their CRM system and able to accept secure payments over the phone without compromising any privacy.
Lawrie Neal, Salesforce System Administrator at National Express, commented: "For us, it's about having a better customer experience with tools that are intuitive and easy for our staff, regardless of whether they're in the office or working remotely.
"By choosing 8x8, we've been able to improve productivity and efficiency, reduce the time to resolve customer requests, improve payment security, and create an overall more seamless and enjoyable experience for our customers."
8×8 XCaaS is a cloud-based communication solution which combines Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) into a single solution.
8x8 says that the service is designed to help employees stay engaged, productive, and efficient, regardless of work location, to deliver an enhanced and secure customer experience.
National Express employees will also have access to 8x8 Secure Pay, which provides a layer of security and compliance for bank or credit card payments over the phone.
