Welsh Water Turns on the Tap to Enhanced Customer Experiences with 8x8 CPaaS
Welsh Water is a not-for-profit company responsible for supplying drinking water and wastewater services to 1.4 million households in
With 8x8 CPaaS, which includes SMS, voice, chat apps, video, and performance monitoring, Welsh Water is able to better communicate with their customers through the 8x8 Video Interaction solution that allows for real-time video communication and a better understanding of customer issues. Through the use of video, Welsh Water can remotely connect with the customer to better diagnose a problem correctly the first time, judge its severity and priority, and develop an appropriate plan of action, leading to better customer service experiences.
“Resolving issues for customers requires a multistep process to identify the severity, who is best equipped to fix the issue, and where it falls on the list of current priorities,” said Peter O’Hanlon, Head of Delivery for Customer Strategy for Welsh Water. “The 8x8 Video Interaction API allows us to better perform triage when issues and problems arise over the phone or mobile device without needing to send someone out straight away to the physical location. We’re now better equipped to solve problems faster, which is a benefit to both us and our customers.”
“When a customer has a service issue they want it resolved as quickly as possible. Not identifying and fixing the problem in a timely manner can negatively impact productivity and operating costs as well as employee and customer experience,” said
8x8's portfolio of communication APIs are part of the 8x8 XCaaS™ (eXperience Communications as a Service™) integrated cloud contact centre, business phone, video meetings, team chat, and SMS in a single-vendor solution. 8x8 XCaaS is built on the resilient, secure, and compliant 8x8 eXperience Communications Platform™, which offers the highest levels of reliability with a financially backed, platform-wide 99.999 percent uptime SLA across an integrated cloud UCaaS and CCaaS solution.
8x8®, 8x8 XCaaS™, eXperience Communications as a Service™, eXperience Communications Platform™ are trademarks of
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