Case Study: Thirteen Group achieves work-from-anywhere flexibility and data-driven customer service with 8x8

Thirteen fully realizes its work-from-anywhere vision on 8x8

Thirteen, a Middlesbrough-based housing association managing 34,000 properties and serving over 70,000 customers across the North East and Yorkshire, needed to replace an ageing on‑premises communications system to support a new “work-from-anywhere” philosophy. The organisation sought a cloud-native, fast-to-rollout solution with open APIs and Microsoft Teams integration to increase infrastructure resilience and enable a more data-driven approach to resident and staff engagement.

Thirteen implemented the 8x8 eXperience Communications Platform—starting with 8x8 Contact Center and later 8x8 Work with Voice for Teams—onboarding about 1,600 employees with help from CDW. The omnichannel platform, Speech Analytics and Quality Management digitised manual processes, improved service quality, reduced technology overhead, and delivered the flexibility and insights Thirteen needed to fully realise its hybrid workplace vision.

Thirteen Group

Hassan Bahrani

Head of IT