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National Express enhances employee and customer experience and simplifies travel with 8×8 XCaaS

National Express enhances employee and customer experience and simplifies travel with 8×8 XCaaS

Digital TransformationTop StoriesTransportUnited Kingdom

8×8, a leading integrated cloud communications platform, has announced that National Express, the largest scheduled coach operator in the UK, has chosen the 8×8 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.

National Express services 21 million passengers per year in the UK and needed an integrated cloud communications and customer engagement solution capable of meeting its security and data privacy requirements, which weren’t met by its previous vendor. Additionally, its contact centre agents, of which 80% work remotely, required a solution that was tightly integrated with its CRM system and able to accept secure payments over the phone without compromising privacy, regardless of where the employee or the customer was located.

8×8 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.

8×8 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.

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