Working with multiple housing associations and landlords across the UK, 8×8 connects people and organisations through seamless communication on the industry’s most integrated platform for Customer Experience—combining Contact Centre, Unified Communications, and CPaaS APIs.
That integrated cloud communication platform, recognised by Gartner more than any other provider, is designed to maximise tenant safety and satisfaction across the housing sector by providing the highest quality of service and property management while creating operational efficiencies and driving reliability and compliance.
We do this across a number of ways including:
Maximising tenant safety and satisfaction
Our tools allow for omnichannel communications with real-time video interactions for remote fixes, sentiment analysis, and self-service options. With our Remote Fix service, we use video to effortlessly enable tenants, agents and engineers to be connected for faster, more accurate assessment of faults and service requests.
Create self-service experiences
Improve tenant and agent engagement with an intuitive, design-led interface that streamlines customer interactions across all channels with Intelligent Interactive Voice Response (IIVR) to route calls to the right agents or departments and AI-powered insights for self-service options.
Gather information faster and reduce the cost of maintaining safe homes.
Landlords and associations can demonstrate their commitment to providing safe homes with Active Assessor. A short SMS survey ensures maximum tenant engagement. Feedback is sorted, next actions are prompted and indicators of potentially larger issues are highlighted to allow for preventative actions to deflect larger more expensive repairs.
Improve quality of service
Meet SLAs with cross-platform reporting and analytics, including performance metrics, workforce management, and call recordings.
Match skills and improve performance with Workforce Engagement Management
We also ensure the contact centre is correctly staffed with the right skill sets at the right time, with clear forecasts. Our tools also allow users to automatically generate schedules and monitor and track schedule adherence with automated alerts and dashboards to quickly draw attention to outliers or performance concerns.
We help customer experience (CX) and IT leaders become the heartbeat of their organisations, empowering them to unlock the potential of every interaction—with one platform, one ecosystem, and one data model. So you can turn every team into a customer-facing team and unify your CX to conquer the complexity.
Read more about 8×8’s solution for housing.
