Case Study: EVO Group achieves faster, more connected CX at scale with 8x8

evo Group distributes happiness to staff, managers, and customers with 8x8

EVO Group, a UK logistics enterprise with five business units, needed to replace its aging Avaya phone system and connect siloed voice and digital communications across the business. The legacy setup limited visibility into the customer journey, made hybrid work harder, and slowed response times. EVO Group partnered with 8x8, using 8x8 Work, 8x8 Contact Center, and 8x8 Voice for Microsoft Teams to create a scalable CX platform.

8x8 implemented a unified cloud solution that brought voice, chat, contact center, and Microsoft Teams calling into one platform, with custom configurations for each brand. The result was stronger analytics, better coaching, and more flexible customer engagement across channels. With 8x8, EVO Group achieved a 97% SLA, reduced average call wait time to under 6 seconds, and unified 5 brands on one platform.

EVO Group

Lee Heppenstall

Network Services Manager