Case Study: Outreach Process Partners deploys nationwide EPA Safe Drinking Water Hotline in weeks with 8x8 Virtual Contact Center

8x8 Virtual Contact Center Enables EPA Safe Drinking Water Hotline

Outreach Process Partners (OPP), a woman‑owned government communications contractor, was selected to operate the EPA’s Safe Drinking Water Hotline but faced a tight mandate to transition and launch the call center in just weeks while staying on budget and meeting federal requirements. With a fixed cutover date and the need for rapid, reliable support, OPP required a cloud‑based, easily deployable contact center solution and an experienced partner.

OPP selected 8x8’s Virtual Contact Center and JumpStart training to provision the hotline in three weeks, adding bilingual greetings, 24‑hour voicemail access, and a customizable ticketing system for trend analysis. The cutover was seamless, the hotline handled 916 calls and 120 voicemails in its first month (and over 3,500 calls during peak summer months), reduced operating costs for EPA, improved reporting and responsiveness, and set the stage to expand services like web callback and chat.

Outreach Process Partners

Janice Roper-Graham

President