Case Study: The National Archives achieves seamless, secure cloud communications with 8x8

The National Archives steps into the future with 8x8

The National Archives, the UK government department that preserves over 12 million records, needed to modernise communications for its 500 staff at the Kew site. A legacy onsite PBX with 280 endpoints, poor mobile and Wi‑Fi coverage in the concrete building, limited direct-dial and mobility, and a switchboard handling 40,000+ calls a year left staff and the public underserved and pushed the organisation to adopt a “cloud first” strategy.

After a four-month tender the department chose 8x8 to deliver a cloud telephony platform with Virtual Office, Contact Centre and DDI for up to 800 extensions, plus integration with existing DECT and strong public-sector security. The solution put mobile apps and omnichannel tools (voice, messaging, video, webchat) in staff hands, reduced switchboard load through a multi-skilled contact centre, improved first-contact resolution, simplified agent onboarding and added call recording, reporting and business-continuity capabilities.

The National Archives

Julian Muller

Head of IT Operations