Discover how non profit organisations are changing the world with modern communications
325 admin staff members were able to quickly and easily relocate
Hot-desking of 1:3 ratio was enabled, freeing up valuable clinical space at hospitals
The radiology/cardiology contact centre can now handle more than double their previous call volumes
Age Scotland is the national charity for older people. It promotes the rights and interests of everyone over 50, while helping them to love later life. The charity operates a national helpline for older people, their families and carers, supports and enables more than 700 older people’s community groups across Scotland, provides a wide range of free information and advice guides on issues such as benefits, social care, housing, energy, Power of Attorney, dementia, veterans rights, and runs campaigns to improve the lives of older people.
The charity was hit by a huge surge in demand for help. Incoming calls soared by 500% to over 5,500 a month and the charity needed to more than double its contact centre team to 45.
“Members of the public wanted guidance about shopping, prescriptions, doctor visits and shielding. Next came waves of questions about hospital discharges, care homes and how to cope with isolation, as well as all the normal issues,” recalls Laura Stenhouse, Telephony Manager.`
To learn more, read the Age Scotland customer story.
“8x8 surprised us with extra functionality that we now realise we need! 8x8 Meet has added a whole new dimension to our teams, community groups and veterans’ projects.”
Within 12 months of going live, Shaw Trust handled 105,000 calls and helped 16,300 people back into work.
Easy access to call analytics and recordings have proved valuable for monitoring quality and assessing the wellbeing of callers.
Major consolidation opportunities.
Backed by £238 million in funding, the UK Government began rolling out its Job Entry Targeted Support (JETS) scheme. This would provide advice, guidance, and support to job-seekers in the wake of the coronavirus pandemic.
To get involved with JETS, Shaw Trust needed to transform quickly. While it had the expertise to help, the charity lacked the virtual contact centre tech required to support the delivery of the services.
Shaw Trust’s technology partner, CDW, recommended the cloud-based 8x8 Contact Centre, which supported remote-working for agents, voice with call recording, plus video, messaging, callback, and a full suite of omnichannel capabilities and analytics.
Now the race was on. Shaw Trust secured the JETS contract for three regions across the UK — and needed over 600 agents to be up and running within six weeks.
8x8 got to work and ensured the new solution went live on time. Agents found the interface easy to use — and the early users could train their colleagues quickly.
To learn more, read the Shaw Trust customer story.
“We imagined what the contact center of the future would look like, and it became clear that 8x8 was the hands down leader in this area.”
Three contact centers enabled within 12 weeks
1,000 direct numbers ported
35% savings achieved
Swim England operated three call centers, which handled enquiries related to awards, teacher training, and membership. Agents used an on-premise legacy ISDN platform that had proved reliable, but was set to become end-of-life in 2025.
As the charity's IT team started thinking about a replacement solution, the Covid-19 pandemic hit, disrupting plans. Suddenly, the inflexibility of the old system became painfully apparent.
As staff switched to working from home, calls needed to be diverted to their mobile phones. But some employees had always been office-based and only had landline numbers.
Ultimately, Swim England chose 8x8, based on the functionality and ease-of-use of its technology. The decision also meant the charity could continue to work closely with its existing IT specialist, and 8x8 partner, Cranberry Communications.
Within 12 weeks, the new 8x8 eXperience Communications PlatformTM went live, equipping the three contact centers with voice, video, chat and content-sharing capabilities. Swim England also empowered 80 staff with the 8x8 Work app for mobile phones, tablets, and computers. This enables employees to work from anywhere, taking calls from the public and collaborating easily with colleagues, all via the same app.
To learn more, read the Swim England customer story.
"If I could sum up 8x8 in one word, it would be intuitive."
