Case Study: MatrixOneSource achieves high-touch 24x7 customer service and faster issue resolution with 8x8 integrated cloud communications

MatrixOneSource Provides High-Touch Customer Service Using 8x8 Integrated Solutions

MatrixOneSource is a Jacksonville-based business process outsourcing (BPO) and managed services provider that prides itself on delivering high-touch, 24x7 customer service. Rapid growth and multiple disparate PBX systems made phone management costly, unreliable and hard to scale, undermining the company’s service goals and disaster-recovery needs.

MatrixOneSource replaced its legacy hardware with 8x8’s cloud-hosted Virtual Office and Virtual Contact Center, enabling fast deployment, seamless phone-to-contact-center routing, skills-based routing, Cherwell ticket integration, and mobile “find me/follow me” functionality. The move cut hardware waste, improved business continuity during storms, and produced measurable service gains: average caller wait time of 22 seconds, 92% of issues resolved at the service desk (86% on first call), and client satisfaction rated 4.875/5.

MatrixOneSource

Eric Tewey

Chief Information Officer