Case Study: DMV Veterinary Center cuts wait times and automates reminders with 8x8 Contact Center and CPaaS

8x8 Contact Center and CPaaS are game changers for DMV Veterinary Center

DMV Veterinary Center, Quebec’s leading group of four animal emergency hospitals, faced a 50% surge in urgent call volume without adding staff. Their legacy Panasonic phone system couldn’t prioritize emergencies or provide agent performance data, and agents were spending hours each day manually sending about 10,000 appointment reminders monthly—leading to long wait times and limited ability to coach staff.

DMV implemented 8x8 Contact Center, CPaaS and 8x8 Work with Voice for Microsoft Teams to enable priority routing, callback options, SMS directions for emergencies, and automated email/SMS reminders (roughly 120K annually). The cloud platform consolidated communications, freed agents from manual tasks, provided speech analytics for real-time coaching, and reduced wait times while improving customer experience across some 400K annual contacts.

DMV Veterinary Center

Noël Grospeiller

Vice President, Client and Employee Experience