Business
National Express Enhances Employee and Customer Experience and Simplifies Travel with 8x8 XCaaS
The UK’s Largest Scheduled Coach Operator Improves Security and Flexibility with 8x8’s Integrated Cloud Communications and Contact Centre Product
About this update from 8x8 Inc
[{"type":"text","content":"\nThe UK’s Largest Scheduled Coach Operator Improves Security and Flexibility with 8x8’s Integrated Cloud Communications and Contact Centre Product\n\n LONDON--(BUSINESS WIRE)--\n8x8, Inc. (NYSE: EGHT), a leading integrated cloud communications platform, today announced that National Express, the largest scheduled coach operator in the UK, has chosen the 8x8 XCaaS™ (eXperience Communications as a Service™) integrated cloud communications and contact centre solution to help employees stay engaged, productive, and efficient, regardless of work location, to deliver an enhanced and secure customer experience.\nThis press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20220721005291/en/The UK’s Largest Scheduled Coach Operator, National Express, Enhances Employee and Customer Experience and Simplifies Travel with 8x8 XCaaS (Photo: Business Wire)\nNational Express services 21 million passengers per year in the UK and needed an integrated cloud communications and customer engagement solution capable of meeting their security and data privacy requirements, which weren’t met by their previous vendor. Additionally, their contact centre agents, of which 80 percent work remotely, required a solution that was tightly integrated with their CRM system and able to accept secure payments over the phone without compromising privacy, regardless of where the employee or the customer was located.\n\n8x8 XCaaS integrates cloud contact centre, voice, team chat, video meetings, and CPaaS embeddable APIs capabilities in a single-vendor solution. This provides National Express’ employees, call centre agents, and administrative staff with a cutting-edge suite of cloud communications tools. These capabilities help to strengthen the employee experience and deliver optimal customer service, anywhere and on any device.\n\n8x8 Secure Pay, an essential XCaaS component which integrates with PCI Pal, provides an important layer of security and compliance for bank or credit card payments over the phone. Instead of call centre agents requesting card details, customers key-in payment details directly onto their phone’s keypad – maintaining the highest level of privacy for customers.\n\nFurthermore, with the new 8x8 Agent Workspace, National Express’ contact centre agents benefit from a simplified interface to help the...