Case Study: 8x8 achieves transparent global incident communication with Xurrent IMR

8x8 delivers incident updates to 3M+ end users with Xurrent

8x8, a global provider of cloud voice, contact center, and messaging services, faced significant challenges with its out-of-the-box incident communication tool. The tool lacked customization, was difficult to use, and offered no regional views for its global customer base. Crucially, its communications were dependent on 8x8's own systems, which would fail during an outage. To solve this, 8x8 turned to vendor Xurrent and implemented its IMR product.

Xurrent provided a highly customizable status page solution modeled on 8x8's multi-product structure. The Xurrent IMR platform offered regional views, per-component subscriptions, and most importantly, a third-party communication channel that worked independently of 8x8's infrastructure. The results were substantial, including 10 million status page views, 22,000 notifications per month, and 2,000 subscribers. This provided a single source of truth for 55,000 customers and over 3 million end users, reducing redundant support tickets and increasing trust.

8x8