Case Study: MISS DIG 811 achieves 24/7 centralized cloud contact center and improved customer service with Webex by Cisco

MISS DIG 811 - Customer Case Study

MISS DIG 811 is a Michigan public service that provides a free utility‑protection service to prevent damage during excavation. The organization struggled with an outdated, voice‑only call center that routed callers to the first available agent rather than the right person, dropped or sent transferred calls to voicemail, lacked CRM integration and caller history, and could not support a distributed or 24/7 workforce.

By deploying Cisco Webex Contact Center, MISS DIG centralized multiple communications channels into a cloud‑based, web‑enabled platform with intelligent routing, CRM linkage, and analytics. The change enabled remote work, improved agent collaboration and productivity, reduced costs, and delivered better customer service and insights while supporting 24/7, year‑round operations.

MISS DIG 811

Bruce Campbell

Chief Executive Officer