Case Study: Cape Air modernizes its contact center and cuts duplicate calls by 90% with 8x8

Cape Air soars with a feature-rich contact center and phone system

Cape Air, a regional airline founded in 1989 serving 36 destinations, faced an urgent communication challenge when its on‑premises Toshiba VoIP system reached end of life: no support, scarce parts, and degraded customer-facing and internal contact center performance. Needing both a modern phone system and a full contact center, Cape Air evaluated multiple vendors and chose 8x8 for its integrated XCaaS, strong contact center features, CRM integration, and robust SLA.

In April 2022 Cape Air deployed 8x8 Work and 8x8 Contact Center, gaining clearer voice quality, Microsoft Teams integration, softphone and mobile apps, and easy admin tools (barge/monitor/whisper). The cloud solution delivered instant prompt updates (~30 seconds), rich analytics and CRM connectivity, enabling smoother operations across ~600 daily calls and reducing duplicate customer calls by 90%.

Cape Air

Brett Stone

Senior Manager of Network Operations