8x8, Inc. announced that Wayne Metro Community Action Agency has deployed the 8x8 XCaaS?? (Experience Communications as a Service??) integrated cloud contact center and unified communications platform to better serve the community with enhanced customer engagement, while improving employee efficiency and productivity. Wayne Metro is a non-profit organization serving approximately 35,000 low- and moderate-income residents in Wayne County, Michigan.

The organization offers over 60 programs focused on quality housing, family stability, and economic opportunities, while also providing essential services like weatherization of houses and water assistance to improve the lives of community members. Previously, Wayne Metro faced challenges within its connect center, including a cumbersome phone system that required frequent maintenance and complex configuration, which led to issues with agent productivity and handling customer interactions. In order to effectively support the community, Wayne Metro knew it needed a communication platform that was easy to use and maintain and capable of providing a seamless citizen and employee experience.

Wayne Metro chose 8x8's integrated cloud contact center and unified Communications platform, 8x8 XCaa S, for its ease-of-use and flexible functionality. Wayne Metro's hybrid workforce of 800 employees were empowered to work from anywhere due to 8x8's ability to seamlessly switch between laptop, desktop, and mobile devices. As a result of deploying 8x8, Wayne Metro's contact center, which consists of eight different channels responsible for supporting different programs, now manages over 220,000 customer interactions each month.

The 8x8 XCaaC platform, which includes integrated cloud contact center, business phone, team chat, video meetings, and SMS capabilities, is a resilient, secure, and compliant cloud platform that offers the highest levels of reliability with a financially backed, platform-wide 99.999% uptime SLA across an integrated cloud UCaaS and CCaaS solution.