Case Study: Direct Interactions enables Americans with disabilities to work from home and cuts costs with 8x8 Virtual Contact Center

8x8 Virtual Contact Center delivers the ideal solution for Direct Interactions

Direct Interactions is a Seattle-based outsourced call center that hires Americans and veterans with disabilities to work from home, partnering with organizations like the Wounded Warrior Project and Hire America’s Heroes. To run a profitable, remote workforce they needed a virtual contact center that could be easily adapted for agents with disabilities, provide flexible nationwide connectivity (VoIP or landline), record calls for training and QA, and keep operating costs low.

They selected 8x8 Virtual Contact Center, which provided accessible tools, call recording and a searchable knowledgebase, flexible routing to cover multiple low-volume accounts, and robust disaster recovery. The platform cut training costs, improved quality assurance and agent uptime, enabled labor savings and lower turnover among employees with disabilities, and helped Direct Interactions maintain a cost-effective, socially responsible, home-based staffing model.

Direct Interactions

Jonas Nicholson

CEO