Case Study: Supply Side USA achieves centralized cloud communications and improved customer service visibility with 8x8

Supply Side USA gets a complete communications package with 8x8

Supply Side USA, a leading supplier of packaging and shipping products to over 10,000 retailers across the U.S. and Canada, faced fragmented, basic telephony and a mix of messaging and video tools with no centralized way to manage communications or measure customer‑service performance. The company sought a modern, cloud‑based solution with contact center capabilities, analytics, and unified voice, chat and video to standardize tools and gain visibility into agent workload and service levels.

Supply Side implemented 8x8 Work and 8x8 Contact Center in early 2020, gaining a single, easy‑to‑manage platform with mobile access, configurable queues, an Agent Workspace, and quality‑management features like barge and whisper. The rollout enabled a smooth shift to remote work during the pandemic, handled surging call volume with automations and callbacks, and delivered analytics that improved coaching, staffing decisions, onboarding speed, and overall customer service.

Supply Side USA

Monty Merza

Director of Analytics