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Halfords Deploy Cloud Contact Centre to Enhance Digital

Leading UK Retailer Halfords Expands 8×8 Cloud Contact Centre and Communications Deployment to Enhance Digital Transformation Efforts

8×8, Inc. a leading integrated cloud communications platform, have announced that Halfords, the UK’s leading retailer of motoring and cycling services and products, has expanded the company’s deployment of the 8×8 integrated cloud contact centre and communications product to further enhance communications and customer experience.

As part of the company’s digital transformation efforts to improve efficiency and profitability, Halfords was 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.

Following a rigorous procurement process, Halfords selected 8×8 due to platform scalability, flexibility and integrations with Salesforce and Calabrio Teleopti Workforce Management. Initially, Halfords deployed the integrated 8×8 contact centre and communications product across more than 700 locations to support 4,700 employees and contact centre agents. Staff productivity and customer engagement have dramatically improved with simplified internal call routing between business divisions, which was often a manual process in the past. Tight CRM integration with 8×8 Contact Centre allows agents to have more informed conversations with customers, and security has been further strengthened as agents can process secure credit card payments using PCI-compliant 8×8 Secure Pay.

As the business environment changed over the past year, Halfords worked closely with 8×8 to rapidly expand global customer engagement efforts, more than doubling the number of contact centre agents using 8×8 to over 750. As part of the expansion, Halfords added a contact centre team in South Africa with more than 200 remote contact centre agents to support the largely digital retail operation. This allowed Halfords to minimise business disruption, while keeping agents safe and productive. South Africa is one of the 42 countries where 8×8 provides full Public Switched Telephone Network (PSTN) replacement services and global calling plans, allowing organisations to easily scale operations as needs change.

Gareth Brophy, Head of Customer Support at Halfords said,

“It’s so important that we give our customers the experience they expect, whether face-to-face in a retail store, Autocentre or over the phone. Partnering with 8×8 and deploying an integrated cloud contact centre and communications product, enables us to deliver a customer-first strategy, and scale our operations to drive efficiency and profitability.”

“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,”

Jamie Snaddon, Managing Director, EMEA at 8×8, Inc.

“As we support Halfords on their digital transformation journey to meet and exceed customer expectations, we look forward to helping them manage and optimise all employee and customer interactions across their multiple business divisions.”

 

 

 

 

Halfords is the UK’s leading retailer of motoring and cycling products and services. Through Halfords Autocentres, it is also one of the UK’s leading independent operators in vehicle servicing, maintenance, and repairs.

For additional information on Halfords visit their Website

8×8, Inc. is transforming the future of business communications as a leading Software-as-a-Service provider of contact centre, voice communications, video, chat and 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 business 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 on 8×8 view their Website