8×8 Open Communications Platform Deployed in Five Days to Help Meet a Surge in Support Calls
8×8, Inc., a leading integrated cloud communications platform provider, announced that Age Scotland, a national charity for older people, rapidly deployed the 8×8 Open Communications PlatformTM in five days to help them work remotely while continuing to provide support services for vulnerable older people.
Supporting those over the age of 50, Age Scotland is the leading national charity representing and promoting the rights and interests of older people whilst helping them to enjoy later life. The charity operates a national helpline offering information, friendship and advice for older people, their families and carers.
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In the face of the global health crisis, Age Scotland experienced a surge in call volumes, increasing by 500 percent. As a result, the charity needed to more than double its contact centre team. It also needed to fast-track the deployment of a technology solution that would enable a mobilised workforce, and allow them to communicate and collaborate with the community, and effectively manage high call volumes through improved queue management and routing. Working with their Telecoms Partner, Frontier Group, Age Scotland selected 8×8’s integrated voice, chat, video conferencing, and contact centre solution, which was rapidly deployed in five days.
“8×8 surprised us with extra functionality that we now realise we need,” said Laura Stenhouse, Telephony Manager at Age Scotland. “8×8 Meet has added a whole new dimension to our teams, community groups and veterans’ projects. We can host friendship circles online and enable people to interact via video. Platform features such as call recording and analytics have helped us gain valuable customer insights and identify trends to shape policies and give older people a voice in the community. The 8×8 Open Communications Platform is incredibly flexible and a step closer to providing the best possible experience for both our employees and older people.”
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“We are delighted to be working with Age Scotland as they continue to support their community during these unprecedented times. Our dedicated team is committed to helping organisations effectively manage changing employee and customer needs, ensuring that communication remains at the very core of their operations,” said Jamie Snaddon, Managing Director, EMEA at 8×8. “Future-proofing their communications strategy, Age Scotland is focused on increasing responsiveness, productivity and resilience – something that’s even more crucial this year and as we head into winter.”
The Charity Digital Skills report showed that now two thirds (66 percent) of charities are delivering all work remotely, meaning their reliance on technology has increased dramatically. With the winter months approaching, when many older people require additional support, Age Scotland is perfectly positioned with the 8×8 Open Communications Platform to effectively manage the peak in demand for their services, and support the vulnerable now and in the future.
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