Case Study: Cambridge Assessment achieves 24/7 global, seamless support and transformed collaboration with 8x8 Virtual Contact Center

8x8 Enhances Collaboration and Communication, Elevating Overall Customer Experience for Millions of Students

Cambridge Assessment (University of Cambridge Local Examinations Syndicate) provides assessments and related services to over 8 million learners in 170+ countries, supporting a global network of 2,800 exam centers and 30,000 examiners. The organization needed reliable, 24/7 support and tightly synchronized, secure communications across time zones to manage exam delivery, handle emergencies, and replace inefficient ad-hoc call forwarding for weekend and holiday coverage.

Cambridge Assessment deployed the 8x8 Virtual Contact Center, a cloud-based solution that unified communications, was quick to implement, and enabled remote access during major local disruptions. Dynamic queuing, remote agent logins, real-time monitoring, call recording and analytics improved workforce effectiveness, fairness in workload distribution, and training—resulting in seamless, consistent support worldwide and a transformed customer experience for exam centers, examiners, and students.

Cambridge Assessment

Ben Saxon

Application Support Manager