8x8’s XCaaS platform has been deployed by Wayne Metro Community Action to “better serve the community”.
Wayne Metro serves around 35,000 low to moderate income residents in Wayne County, Michigan, but it was experiencing an outdated and temperamental phone system, which was resulting in issues with customer interactions and agent productivity.
The non-profit organisation turned to 8x8 because it represented an easy-to-use and flexible solution that will enable a seamless citizen and employee experience.
Joseph Coogan, Assistant IT Director at Wayne Metropolitan Community Action Agency, believes XCaaS will make a real difference to its work: "We are inspired every single day by the citizens we have the privilege of working with and serving, and so it stands to reason that we would do everything in our power to ensure that we are able to provide them with the resources, support, and accessibility that they need - and this starts with the communications platform we use.
"8x8 allows us to not only effectively collaborate and engage with our citizens but also communicate internally amongst employees with the click of a button.
“It’s encouraging to have a technology vendor that is as dedicated to our mission, and ensuring we have what we need to deliver exceptional citizen service."
Wayne Metro provides more than 60 programs related to quality housing, family stability, and economic opportunities, as well as offering services, such as weatherproofing houses and water assistance.
With 8x8’s XCaaS, Wayne Metro’s hybrid workforce of 800 employees are now able to work from anywhere due to 8x8’s solution enabling seamless switching between laptops, desktops, and mobile devices.
Moreover, Wayne Metro is utilising 8x8’s speech analytics for staff training and monitoring, with CRM capabilities raising the organisation’s customer experiences.
As a result of the XCaaS integration, Wayne Metro’s contact centre now supports over 220,000 customer interactions every month across eight channels.