Case Study: Pure Telecom achieves unified, customer-first service with 8x8 XCaaS and 8x8 Work

Pure Telecom takes customer experience to the next level

Pure Telecom, an Irish telecoms provider based in Dublin, built its reputation on first-class phone-based customer service but faced limits from an inflexible on-premise contact system. With 80–90% of customer contact by phone and changing customer preferences, the company needed a single, flexible platform to add channels, measure performance, enable remote work, and regain autonomy over daily contact center tasks.

Pure Telecom deployed 8x8 Experience Communications as a Service (XCaaS) and 8x8 Work to unify voice, video, chat and reporting on one cloud platform. After a successful pilot, 60 agents and 10 back-office staff gained real-time analytics, customizable wallboards, callbacks and easy IVR updates, delivering immediate voice and chat improvements, cost savings on calls, and a roadmap to CRM integration and richer customer insights.

Pure Telecom

Jonathan Long

Head of Operations