Case Study: London Borough of Hounslow achieves resilient cloud communications and improved resident services with 8x8

London Borough of Hounslow creates closer community with 8x8

The London Borough of Hounslow, home to 273,000 residents and 3,500 employees across 101 locations, sought to modernize communications to support its One Hounslow community strategy. Its legacy telephony—especially in contact centers—was unsupported, fragile and lacked the features and integrations needed to deliver consistent, modern resident services.

Hounslow deployed 8x8 Work and 8x8 Contact Center, a cloud platform integrated with Microsoft Teams, delivering a resilient, feature-rich unified communications and contact center solution. The rollout improved resident access to services, gave managers analytics to shape programs, streamlined employee collaboration, and replaced the old system with a robust, easy-to-use platform that supports the borough’s transformation.

London Borough of Hounslow

Mark Lumley

Director of Digital and IT