Taunton Deane Borough Council (TDBC) will introduce cloud-based technology provided by 8×8 from early December in a bid to improve the council’s staff productivity and service offering for its 140,000 local residents.
The roll-out will give staff members access to advanced telephony features including intelligent call routing for residents to be directed to the most appropriately skilled agent first time. The new cloud system will also improve internal communications, and, as 8×8’s communications systems are based completely in the cloud, TDBC can quickly increase and decrease the number of staff working, based on demand.
Fiona Kirkham, ICT and information manager at Taunton Deane Borough Council and West Somerset Council said: “We’re always looking at how we can innovate and improve our systems to help residents in Taunton and the surrounding area. It’s important for us to use cutting edge technology to make sure we are as efficient as possible and ensure local residents receive the best possible support. The 8×8 team is really supportive, working quickly and efficiently so that we can meet our very tight launch deadlines.”
TDBC needed a provider that could quickly replace its existing legacy system to open an additional site in early December, before rolling out to further sites early next year. In addition, 8×8’s full compliance with PCI DSS standards and acquiring accreditation under the UK government’s ‘Cyber Essentials’ scheme gave TDBC the peace of mind that its system was secure.