Case Study: Bailey International achieves streamlined call center workflows and improved customer service with 8x8 Virtual Contact Center

Bailey International Improves Customer Service in Its Contact Centers

Bailey International, a Knoxville-based manufacturer and distributor of hydraulic components, needed to improve call center service and disaster preparedness while streamlining workflows, cutting telephony costs and supporting company growth. The company sought a cloud-based contact center that would give agents instant access to customer data, better visibility into call metrics, and more efficient staffing and disaster recovery.

By integrating NetSuite with the 8x8 Virtual Contact Center, Bailey automated customer lookups, captured detailed call metrics and moved telephony to the cloud. The changes reduced call answer times by about 10–15%, cut call abandonment roughly 60–70%, lowered telephony costs 10–15%, improved staffing efficiency, simplified multi-site communications and sped up onboarding for acquisitions — all while strengthening disaster preparedness.

Bailey International

Jeremy Hall

Systems Analyst