Case Study: University of Bristol reinvents student contact center services with 8x8

The University of Bristol reinvents the student contact center on 8x8

The University of Bristol needed to unite its disconnected student service operations into one 24/7 contact center, but its legacy on-premises system could not support the scale, flexibility, or predictable pricing it required. The university chose 8x8 Contact Center, working with 8x8 and partner Three Cherries to meet a hard launch deadline and replace its fragmented setup with a cloud-based solution.

8x8 implemented a simple, fixed-cost contact center with built-in omnichannel support and analytics, helping Bristol consolidate three service teams and onboard 120 staff across multiple locations and shifts. The rollout went smoothly, and the university now uses 8x8 as its default contact center platform, with measurable activity including 43,869 inbound calls and 6,061 outbound calls, while gaining better insight into student needs and service performance.

University of Bristol

Kevin Thomas

Unified Communications Manager