Case Study: 8x8 transforms remote customer support and improves CSAT with ScreenMeet

Telco Takes Huge Modernization Step by Transforming Its Remote Customer Support to the Cloud

8x8, a leading cloud provider of voice, video, chat, and contact center solutions, needed to modernize its remote customer support as it scaled globally. Its legacy Bomgar on-premise setup was hard to deploy across countries, limited agent adoption, and did not capture support-session data in Salesforce, preventing better follow-up and operational improvement.

ScreenMeet provided 8x8 with a cloud-native enterprise remote support solution fully integrated with Salesforce and rolled out to all support agents. By replacing seat-based legacy support with ScreenMeet, 8x8 gained easier global deployment, single-sign-on access, automatic session logging and audit trails, and broader agent usage—helping improve CSAT and NPS and reduce mean time to issue resolution.

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