Case Study: SynergEyes achieves zero downtime and improved customer satisfaction with 8x8

SynergEyes sharpens its customer-centric strategy

SynergEyes, a specialty contact lens manufacturer focused on customer-centric service, faced repeated contact center outages from local power failures that crippled two centers handling about 80% of orders. Those interruptions frustrated doctors, drove business to competitors, and undermined agent morale—prompting leadership to seek a more resilient communications solution.

They replaced their legacy Avaya system with 8x8 Contact Center and 8x8 Work, leveraging cloud XCaaS, native Dynamics 365 integration, and AI-driven analytics. The move delivered near-perfect uptime (99.999%), seamless CRM pop-ups and note-taking, remote-agent flexibility, sentiment-based coaching, and measurable improvements in agent satisfaction and NPS within two months.

SynergEyes

Vishal Mehta

Senior Vice President of Operations