Case Study: SiteMinder achieves global, cloud-based contact centre scalability and follow-the-sun support with 8x8

SiteMinder deploys globally integrated phone and call centre infrastructure with 8x8

Siteminder, a Sydney-based SaaS company that helps hotels manage listings across channels (serving 35,000 hotels and generating 100M reservations annually), faced an aging, fragmented PBX estate across four global offices that was costly to manage and couldn’t scale with its cloud-first growth plans. Disconnected systems made call routing, configuration and timely changes difficult, so the IT team sought a single cloud platform to support both telephony and contact centre needs.

Siteminder replaced its legacy PABXs with 8x8’s cloud communications and contact centre platform (deployed across Australia, the US, Europe and Thailand in four months), onboarding 100 contact-centre seats and 300 UC users. The switch enabled centralized management, quick IVR updates (minutes vs. days), softphone flexibility and Salesforce integration, delivering follow-the-sun support, 90% team utilization, dropped-call rates down to 1% and faster, more scalable customer service.

SiteMinder

Michael Badham

Director of IT