Case Study: PaySauce achieves rock-solid reliability and improved customer service with 8x8

PaySauce improves reliability and boosts customer service with 8x8

PaySauce, a New Zealand–based SaaS fintech founded in 2015 that supports 6,000 businesses and more than 63,600 employees, was struggling with an unreliable Australian VOIP provider. Rapidly growing helpdesk call volumes exposed frequent downtime, poor integrations with Zendesk, and no visibility of agent presence, leaving agents without access to prior interactions and prompting an urgent need for a more dependable communications platform.

PaySauce chose 8x8’s XCaaS—implemented with PB Tech and 8x8 professional services—and went live in under two months. The unified contact center and communications solution delivered native CRM integration (later with Salesforce), call recording, centralized reporting, agent presence and call-back features, resulting in a rock‑solid phone platform, consistent customer experience, real-time dashboards for monitoring queues and calls, and improved agent productivity.

PaySauce

Mathew Stokes

Chief Operating Officer