8x8, Inc. today announced that Halfords has expanded the company’s deployment of the leading integrated cloud communications platform’s cloud contact centre and communications product to boost communications and customer experience.
As part of the company’s digital transformation efforts to improve efficiency and profitability, mechanics and bike retailer Halfords expanded their 8x8 contact centre to allow for less disruption to services as the COVID-19 pandemic ravaged the UK.
Previously, Halfords had been 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.
But following a rigorous procurement process, Halfords selected 8x8 due to platform scalability, flexibility and integrations with Salesforce and Calabrio Teleopti Workforce Management. Initially, the retailer deployed the integrated 8x8 contact centre and communications product across more than 700 locations to support 4,700 employees and contact centre agents.
Jamie Snaddon, Managing Director, EMEA at 8x8, Inc, said: “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