Case Study: Sefton Council achieves rapid remote service continuity with 8x8 cloud contact centre

Council responds swiftly to pandemic by fast-tracking launch of cloud contact centre

Sefton Council, which employs over 3,000 people and serves 275,000 residents in Merseyside, faced an urgent challenge when COVID‑19 hit: replace an ageing contact centre platform and enable staff to work from home immediately to maintain essential services. Priorities shifted overnight and the council needed a virtual, secure omnichannel contact centre fast to keep citizens supported.

With advice from partner Agilisys the council selected 8x8’s cloud contact centre via the Crown Commercial Service G‑Cloud framework, agreeing a contract in 48 hours and going live in under 10 days. The rollout put 40 home‑working agents on calls quickly and paved the way for secure payments, chat and email; supervisors gained self‑service control over IVR and routing, service continuity was preserved, and citizen experience and first‑time resolution improved.

Sefton Council

James Aldred

Procurement Manager