Rotherham Metropolitan Borough Council in South Yorkshire, England is aiming to improve its communications with its 260,000 residents with a new system from 8x8.
It has deployed 8x8's XCaaS (Experience Communications as a Service) offering, to modernise its employee and customer engagement operations, to help transform the way it interacts with citizens.
To increase business resilience, Rotherham Council wanted to maximise hybrid and remote working capabilities across its business operations. Limitations associated with legacy on-premise solutions from multiple providers proved to be a challenge, causing increasing communications costs, long wait times and system failures, the council said.
It wanted a cloud-based solution that provided a reliable service, cohesive integrations with its existing solutions, and the ability to scale and provide real-time analytics to drive efficiencies in time and resources. It also needed technology that was easy to use with remote coaching, to train and onboard new and existing staff.
XCaaS includes a fully integrated cloud-native contact centre, voice, team chat, video meetings and CPaaS embeddable communications and API capabilities in a single-vendor offering, designed for a distributed workforce.
The reporting and analytics capabilities have given agents and supervisors a real-time view of responses from Rotherham citizens, including their perception of the customer experience, enabling Rotherham to improve and better serve its citizens.
Steve Langrick, Head of Digital Services at Rotherham Metropolitan Borough Council, said:
