Case Study: OFX achieves $15K/month cost savings and improved global contact centre efficiency with 8x8 Work and Contact Centre

OFX slashes costs and boosts efficiency with 8x8 XCaaS

OFX, founded in a Sydney garage and now a global foreign-exchange and payments provider with over one million customers and more than AU$150 billion transferred, combines a seamless digital platform with 24/7 phone access from its OFXperts. Rapid growth strained its legacy telephony system—adding/removing users was difficult, call costs were rising, technical support was slow, and limited visibility into call queues threatened customer wait times and transaction speed.

OFX deployed 8x8 Work and Contact Centre (8x8’s Experience Communications Platform), rolling out globally with an eight-hour, zero-downtime go-live, redesigning call flows, and tightening security and integrations. The change cut operational costs by about $15,000 per month, improved system visibility and SLAs, provided real-time speech analytics for better performance insights, and delivered consistent 24x7 support that’s become critical to OFX’s operations.

OFX

Surbhit Soni

Senior Project Manager