Oldham Council, serving a workforce of 2,400, was running a manual switchboard with inflexible queue management, and earlier automation had struggled with regional accents. The council moved to 8×8 Work, 8×8 Contact Center, 8×8 Intelligent Customer Assistant, 8×8 Voice for Microsoft Teams and 8×8 Secure Pay, reaching 60-70% bot accuracy from day one, reducing contact centre calls by 86% and saving around GBP 40,000 a year. Secure Pay, powered by PCI Pal, handles resident card payments without agents hearing or storing card data. Published by 8×8.
Success Stories
