Leading UK Retailer Halfords Expands 8x8 Cloud Contact Centre & Communications Deployment to Enhance Digital Transformation E...
05 February 2021 - 1:00AM
Business Wire
8x8, Inc. (NYSE: EGHT), a leading integrated cloud
communications platform, today announced that Halfords, the UK’s
leading retailer of motoring and cycling services and products, has
expanded the company’s deployment of the 8x8 integrated cloud
contact centre and communications product to further enhance
communications and customer experience.
As part of the company’s digital transformation efforts to
improve efficiency and profitability, Halfords was focused on
unifying communications and contact centre operations across their
three main business divisions - retail, automotive and mobile
services. However, their legacy on-premises communications
infrastructure was a barrier to achieving this goal, with multiple
systems and dated technology.
Following a rigorous procurement process, Halfords selected 8x8
due to platform scalability, flexibility and integrations with
Salesforce and Calabrio Teleopti Workforce Management. Initially,
Halfords deployed the integrated 8x8 contact centre and
communications product across more than 700 locations to support
4,700 employees and contact centre agents. Staff productivity and
customer engagement have dramatically improved with simplified
internal call routing between business divisions, which was often a
manual process in the past. Tight CRM integration with 8x8 Contact
Centre allows agents to have more informed conversations with
customers, and security has been further strengthened as agents can
process secure credit card payments using PCI-compliant 8x8 Secure
Pay.
As the business environment changed over the past year, Halfords
worked closely with 8x8 to rapidly expand global customer
engagement efforts, more than doubling the number of contact centre
agents using 8x8 to over 750. As part of the expansion, Halfords
added a contact centre team in South Africa with more than 200
remote contact centre agents to support the largely digital retail
operation. This allowed Halfords to minimise business disruption,
while keeping agents safe and productive. South Africa is one of
the 42 countries where 8x8 provides full Public Switched Telephone
Network (PSTN) replacement services and global calling plans,
allowing organisations to easily scale operations as needs
change.
Gareth Brophy, Head of Customer Support at Halfords said, “It’s
so important that we give our customers the experience they expect,
whether face-to-face in a retail store, Autocentre or over the
phone. Partnering with 8x8 and deploying an integrated cloud
contact centre and communications product, enables us to deliver a
customer-first strategy, and scale our operations to drive
efficiency and profitability.”
“Leading organisations like Halfords understand how
communications can transform employee and customer experience,
especially when driving productivity and customer retention and
loyalty efforts are more important than ever for business success,”
said Jamie Snaddon, Managing Director, EMEA at 8x8, Inc. “As we
support Halfords on their digital transformation journey to meet
and exceed customer expectations, we look forward to helping them
manage and optimise all employee and customer interactions across
their multiple business divisions.”
About Halfords
Halfords is the UK’s leading retailer of motoring and cycling
products and services. Through Halfords Autocentres, it is also one
of the UK’s leading independent operators in vehicle servicing,
maintenance, and repairs.
About 8x8, Inc.
8x8, Inc. (NYSE: EGHT) is transforming the future of business
communications as a leading Software-as-a-Service provider of
contact centre, voice communications, video, chat and API solutions
powered by one global cloud communications platform. 8x8 empowers
workforces worldwide to connect individuals and teams so they can
collaborate faster and work smarter. Real-time business analytics
and intelligence provide businesses unique insights across all
interactions and channels so they can delight end-customers and
accelerate their business. For additional information, visit
www.8x8.com, or follow 8x8 on LinkedIn, Twitter and Facebook.
8x8® and 8x8 X Series™ are trademarks of 8x8, Inc.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20210204005378/en/
8x8, Inc. Contacts:
Media: Bee Hindocha, 44 (0)20 8059 9230
Bee.hindocha@8x8.com
Investor Relations: Victoria Hyde-Dunn, 1-669-333-5200
victoria.hyde-dunn@8x8.com
8x8 (NYSE:EGHT)
Historical Stock Chart
From Apr 2024 to May 2024
8x8 (NYSE:EGHT)
Historical Stock Chart
From May 2023 to May 2024