Case Study: MISS DIG System, Inc. achieves improved customer experience and contact-center productivity with BroadSoft

Cloud-based, omnichannel communications, collaboration, and CRM data improve the customer experience and contact center productivity

MISS DIG System, Inc., the Michigan nonprofit that runs the MISS DIG 811 notification service, faced an aging, on‑premises, voice‑only contact center that produced inconsistent caller experiences, blind call routing, difficult call‑recording management with its Newtin CRM (required for six‑year retention), and a lack of granular analytics. BroadSoft was brought in to replace the legacy system with a cloud‑based omnichannel contact‑center and unified communications solution.

BroadSoft implemented a unified voice/email/chat contact center with intelligent routing, CRM integration, automated call‑recording logging, collaboration tools, and cloud analytics. The solution centralized queues and routed callers to appropriately skilled agents, eliminated blind transfers, automated recording-to-ticket matching for compliance, and delivered richer interaction data — helping MISS DIG handle 9% more notifications year‑over‑year and realize an 83% annual savings on phone rental while improving agent productivity and customer experience.

MISS DIG

Bruce Campbell

Chief Executive Officer