Case Study: San Diego Zoo Wildlife Alliance boosts customer service with 8x8

For San Diego Zoo Wildlife Alliance, switching to 8x8 was a roaring success

San Diego Zoo Wildlife Alliance needed to replace an outdated Avaya PBX system with a reliable, easy-to-use communications platform that could support a busy contact center and improve service for guests and members. The organization chose 8x8 for business communications and contact center capabilities, including 8x8 Work and 8x8 Contact Center.

8x8 implemented the new system in under 45 days, faster than the original 90-day plan, and gave the team better visibility and real-time insights through tools like 8x8 Supervisor Workspace. The results were strong: average speed of answer improved by 69%, SLA response time improved by 50%, callback wait time dropped from 15 minutes to three minutes, and the team handled 11,000 additional callers in three months, helping drive more revenue and wildlife funding.

San Diego Zoo Wildlife Alliance

Brad Williams

Vice President of IT