Case Study: Liverpool City Council achieves faster digital transformation and improved contact center performance with 8x8 Contact Center

Council accelerates digital transformation to bolster contact center performance

Liverpool City Council embarked on a digital transformation to deliver better, more accessible services to residents. Its legacy contact center was inflexible and siloed, required VPNs for remote work, and struggled to cope with the surge in demand during the COVID-19 pandemic—prompting the council to seek a more agile, cloud-based solution.

After selecting 8x8 Contact Center, the council moved 190 agents from user acceptance testing to production in 33 days and consolidated voice, email and social channels onto a single cloud platform. The rollout enabled hybrid working, delivered immediate contact center performance improvements and better resident feedback, and set the stage to expand 8x8 Work to 4,000 employees and add secure payments, video calls and AI-driven services.

Liverpool City Council

Alison Hughes

Assistant Director for ICT, Digital & Customer