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National Express Drives Up Customer, Employee Experience with 8x8 XCaaS


National Express services 21 million passengers per year in the U.K. To meet its security and data privacy requirements, the coach operator needed a capable integrated cloud communications and customer engagement solution.

Additionally, National Express’ contact center agents, with 80% working remotely, required a solution that was integrated with its CRM system and able to accept secure payments over the phone without compromising privacy.

With these needs in mind, National Express chose the 8x8 XCaaS, eXperience Communications as a Service, integrated cloud communications and contact center solution. The solution will help employees stay engaged, productive and efficient to deliver an enhanced and secure customer experience.

8x8 XCaaS integrates cloud contact center, voice, team chat, video meetings and CPaaS embeddable APIs capabilities in a single-vendor solution. This provides National Express’ employees, call center agents and administrative staff with a suite of cloud communications tools that strengthen the employee experience and deliver optimal customer service.

“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,” said Lawrie Neal, Salesforce system administrator at National Express.

8x8 Secure Pay, a XCaaS component that integrates with PCI Pal, provides a layer of security and compliance for bank or credit card payments over the phone. Instead of call center agents requesting card details, customers key in payment details onto their phone’s keypad.

Furthermore, with the new 8x8 Agent Workspace, National Express’ contact center agents benefit from a simplified interface to help them work faster and improve customer service levels. Data synchronization with Salesforce provides agents with context and a history of customer interactions to further improve customer satisfaction.

“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,” said Neal.

Edited by Greg Tavarez
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