04 October 2021

Business communications and SaaS provider 8x8 said Darlington Building Society (DBS) selected 8x8 XCaaS (experience communications as a service) to support the  organisation’s digital transformation efforts.

Due to the sensitive and high-value nature of daily calls, the institution needed a robust communications and customer engagement system that could reliably handle steep call volumes, facilitate employee collaboration and provide secure payment options, regardless of where employees and customers were located.

DBS selected 8×8 XCaaS, which includes integrated contact centre, voice, video meetings, and chat capabilities. It implemented 8×8 across the entire business, ensuring that callers are quickly directed to the correct person. Staff can communicate and collaborate from anywhere and with 8×8 Secure Pay, the DBS’ employees can provide “reliable and secure payment options to their members”.

Sara Robinson, savings support operations manager at DBS, said the company chose 8×8 because of its single, integrated cloud platform and deep financial services industry expertise and experience.

“We deployed in July 2021 with head office and branch numbers staying the same, ensuring a smooth transition as members are still able to communicate with us easily,” she said.