Case Study: University of Worcester achieves faster, more efficient student support with 8x8

Modern communications at a modern university 8x8 at the University of Worcester

The University of Worcester needed a more reliable and cost-effective communications platform after struggling with an outdated on-premises Cisco setup and disconnected contact center tools that couldn’t handle peak demand. The university wanted to improve support for students and staff, especially during busy periods like Clearing, while standardizing telephony, messaging, and contact center services. 8x8 provided the cloud-based solution the university used, including 8x8 Work, 8x8 Contact Centre, and Microsoft Teams integration.

8x8 implemented a simple migration that gave the university greater control, built-in chat for students, and redundancy if Teams failed. The impact was strong: during Clearing, the university handled 3,325 calls with an average wait time of 32 seconds, and just 10 seconds on the busiest day, with zero dropped calls. Staff found 8x8 easier to use after minimal training, improving productivity, speeding up service, and creating a faster, more efficient student support experience.

University of Worcester

Martin Whiteside

Chief Information Officer