Shaw Trust Implements Cloud-Based Contact Centre Solution

This case study details the collaboration between Shaw Trust and CDW to implement a cloud-based voice and contact centre solution for the Job Entry Targeted Support (JETS) scheme. The project aimed to deliver critical government-funded job support services rapidly, necessitating the deployment of 600 remote contact centre workers. The solution involved the configuration and deployment of Dell Latitude 5000 devices using Microsoft Autopilot, allowing employees to work effectively from home. CDW assessed various technology providers and proposed a communications-as-a-service platform developed by 8x8, which facilitated seamless collaboration among dispersed teams. The implementation was completed within six weeks, enabling the contact centre to handle over 105,000 calls in its initial ten weeks of operation. The successful deployment has empowered Shaw Trust to provide essential employment support during challenging times, with plans for future technology enhancements to further improve service delivery.