8×8, Inc. (NYSE: EGHT), a Software-as-a-Service provider of voice, video, chat, contact centre and enterprise-class API solutions powered by one global cloud communications platform, has announced its partnership with Halfords, the British retailer of car parts, bicycles, e-bikes, and bike and vehicle services and accessories, the company said.
Until now, Halfords had multiple legacy communications and customer support systems in place across its customer support operations making it difficult for the retailer to deliver a consistent service experience.
WIth 8×8 X Series, Halfords will benefit from a single unified communications and contact centre solution. The system will be used across all of the Group´s customer service teams, including Boardman Bikes, Cycle Republic and Halfords Autocentres.
Prior to implementing 8×8 X Series, retail store team members would often receive calls that were better handled by a dedicated customer service team. The new system will automatically route inbound calls to the relevant customer contact centre, allowing retail team members to spend more time engaging with customers in-person. Inbound calls will be directed to the most appropriate expert, to improve first call resolution and deliver an outstanding customer experience.
When the new technology is fully in place, Halfords will utilize 8×8´s rich reporting and interaction analytics features, enabling the company to continuously improve actual call experiences. 8×8 X Series also gives Halfords employees the tools they need to dial in from any location, anywhere in the world, with uniformly excellent call quality.
8×8 is transforming the future of business communications as a Software-as-a-Service provider of voice, video, chat, contact center and enterprise-class API solutions powered by one global cloud communications platform. 8×8 empowers workforces worldwide to connect individuals and teams so they can collaborate faster and work smarter. Real-time analytics and intelligence provide businesses unique insights across all interactions and channels so they can delight end-customers and accelerate their business. For additional information, visit www.8×8.com.
Halfords is the UK´s household-name retailer of motoring, cycling and leisure products and services, with over 450 retail stores, and 300 Autocentres, nationwide. Founded 125-years ago and headquartered in Redditch, Worcestershire, Halfords is also parent to two other stand-alone businesses: performance cycling brands Cycle Republic and Tredz.
