Case Study: Baptist World Aid Australia achieves greater contact center efficiency with 8x8

Baptist World Aid Australia delivers greater impact with 8x8 + Microsoft

Baptist World Aid Australia, a nonprofit working in 24 countries, needed a better way to manage contact center support and donation processing. Its legacy Cisco Jabber setup was clunky, lacked outbound call reporting, and didn’t integrate well with Microsoft Teams or Dynamics CRM, forcing staff to use manual workarounds and slowing productivity. 8x8 provided the communications platform and contact center capabilities the organization needed.

Baptist World Aid Australia implemented 8x8 Work, 8x8 Voice for Microsoft Teams, and 8x8 Contact Center, along with Microsoft Dynamics integration, to streamline calling, improve agent visibility, and simplify administration. With 8x8, the organization eliminated 100% of manual call reporting, improved agent efficiency and caller support, and gained comprehensive reporting and smoother operations across its global support network.

Baptist World Aid Australia

Eun Bie Lee

Support Engagement Manager