Case Study: Transcosmos achieves rapid cloud migration and scalable CX with 8x8 Contact Center

Global BPO switches network of contact centers over to 8x8

transcosmos, a Tokyo‑headquartered BPO with 100 centers worldwide, faced inflexible, costly on‑premises voice technology and an MPLS network as it expanded in Europe. When a new client win in Warsaw required a contact center live within weeks, the company needed a fast, cloud‑based alternative that would integrate with its Zendesk support platform.

transcosmos deployed 8x8 Contact Center across four European sites, porting global numbers and enabling 1,500 agents with IVR, live dashboards, reporting and visual customer‑journey tracking. The cloud platform removed infrastructure costs, supported immediate remote working during COVID, accelerated new site launches in Poland, Hungary and the Philippines, and extended to internal telephony across regions—helping win and retain clients and pilot advanced analytics like sentiment tracking.

Transcosmos

Matt Clarke

Chief Operations Officer