Case Study: EasyRoommate and Vivastreet achieve stronger global customer experience with 8x8 Virtual Contact Center

EasyRoommate and Vivastreet strengthen global customer experience through 8x8

EasyRoommate and Vivastreet, a London-based online flatsharing and classifieds business operating in 37 countries and 12 languages with over 15 million monthly visits, struggled to support a global customer base. Their legacy phone systems delivered poor call quality, misrouted calls, limited reporting and data retention, and couldn’t provide local numbers in many markets — forcing inbound call costs and preventing a consistent, localized customer experience.

They migrated to 8x8’s Virtual Office and Virtual Contact Center in 52 days with no service disruption. The cloud solution enabled skill- and language-based routing, global local numbers, remote agents across time zones, and integrated reporting with their customer database. As a result they achieved higher call quality, fewer transfers, measurable call resolution times, reduced costs and a more consistent, data-driven global customer experience.

EasyRoommate Vivastreet

Karine Teixera

Head of Customer Service, Web DMUK