8x8

A global communications provider gave 3 million end users a single, reliable view of service health, on Xurrent IMR.

There is a particular bind that comes with being a communications company. When your own services hit a snag, the channels you would normally use to tell people are sometimes the very channels that are down. For 8x8, a global provider of cloud voice, contact center, and messaging, incident communication had to work independently of its own infrastructure, and reach a base that ranges from single users to enterprises with thousands of stakeholders.

8x8 already cared deeply about customer experience. What it needed was a way to make service health visible to more than three million end users the moment something changed, without drowning anyone in noise. It built that on Xurrent IMR.

Results with Xurrent IMR

Reaching 55,000 customers and more than 3 million end users, with fewer redundant tickets and IT freed to focus on resolution.

The challenge: an out-of-the-box tool that got in the way

One of the largest hidden costs of any outage is lost productivity, and 8x8's existing tool made it worse: no customization, design flaws, formatting that obscured information instead of surfacing it. 8x8 needed regional views, a deep component structure, and subscriptions that let users follow only what affected them.

The solution: one platform, built around the customer's world

8x8 used a trial to design its new approach, and flexibility and customization rose to the top. Xurrent IMR supports multiple levels of nested components, letting 8x8 give customers an accurate view of dependencies and availability. Onboarding was hands-on, through design sessions and wireframes, with branding consistent with the experience customers trusted. Because 8x8 runs voice services, one capability mattered most: the page works as a third-party channel, independent of 8x8's own systems.

The result: a single source of truth at global scale

8x8's customers are no longer left in the dark. The page is information-rich and tailored to individual subscribers, with historical performance that proves reliability over time. It also spares both sides a flood of redundant tickets: when a disruption hits, customers can immediately see whether it sits with 8x8 or their own environment. Adoption shows it, more than 10 million views, around 22,000 notifications a month, and 2,000 subscribers.

Transparency as a competitive advantage

For a communications company, being open about service health is not a risk. It is a differentiator. 8x8 turned incident communication from a back-office chore into visible proof of reliability, available to every one of its three million end users, even on the days its own systems cannot keep that promise.

At a glance

Get started with Xurrent today.

See how Xurrent IMR keeps your customers informed and your IT team focused on resolution.

‍