Baptist World Aid Australia delivers greater impact with 8x8 + Microsoft

Microsoft Teams Social Services

Baptist World Aid Australia is a nonprofit organization that creates lasting solutions to global poverty via community development, disaster relief and advocacy Operating in 24 countries in collaboration with 37 local partners, the organization supports 68 projects that address poverty's root causes, empowering children and families in Australia and around the world.

"When I saw the 8x8 demo, my jaw dropped. It opened our eyes to the vast array of features and possibilities available. We realized how much we were missing out on with the old system."

- Eun Bie Lee, Support Engagement Manager

"When I saw the 8x8 demo, my jaw dropped. It opened our eyes to the vast array of features and possibilities available. We realized how much we were missing out on with the old system."

- Eun Bie Lee, Support Engagement Manager

"When I saw the 8x8 demo, my jaw dropped. It opened our eyes to the vast array of features and possibilities available. We realized how much we were missing out on with the old system."

- Eun Bie Lee, Support Engagement Manager

"When I saw the 8x8 demo, my jaw dropped. It opened our eyes to the vast array of features and possibilities available. We realized how much we were missing out on with the old system."

- Eun Bie Lee, Support Engagement Manager

The Challenge: A limited, “unfriendly” platform

Baptist World Aid relies heavily on its contact center for customer support and donation processing. Prior to adopting 8x8, the organization was running communications on Cisco Jabber, which was becoming increasingly challenging.

The Cisco platform's limited functionality and lack of user-friendliness hindered operations, and the absence of outbound call reporting compelled the customer service team to rely on manual workarounds for generating accurate reports. This laborious process sapped productivity and impeded their ability to make data-driven decisions. Moreover, the disjointed platform, with separate logins and websites for various settings, added administrative complexities and made troubleshooting a daunting task.

In addition, Cisco Jabber’s limited integration with other crucial tools, such as Microsoft Teams and Dynamics CRM led to confusion and uncertainty regarding task division between Teams and the contact center. It became evident that a new solution was imperative.

"When I saw the 8x8 demo, my jaw dropped," recalls Eun Bie Lee, Support Engagement Manager at Baptist World Aid. "It opened our eyes to the vast array of features and possibilities available. We realized how much we were missing out on with the old system."

The Solution: Seamless integration with Microsoft systems

As a Microsoft Teams-based organization, Baptist World Aid decided to implement 8x8 for Microsoft Teams, an advanced communications solution that provided a seamless calling experience within the Teams interface along with a certified cloud contact center.

Taking a step further, Baptist World Aid chose to integrate 8x8's Microsoft Dynamics solution into its contact center operations. This integration proved instrumental in delivering personalized customer interactions, boosting agent productivity, and fostering internal collaboration.

"We've harnessed the power of Microsoft Dynamics to make calls directly from a support record,” says Lee. “Inbound calls now bring up the supporter records directly, which has made our processes so much easier.”

Everyone eagerly embraced the wealth of features and capabilities that 8x8 had to offer. "Our agents appreciate the increased control they have over their calls," says Lee. Although they collect call metrics like handle time, the team’s priority is to focus on satisfying callers’ needs and being patient and caring during the call. Given that many calls come from an older demographic, taking the time to provide support is crucial. Call volume peaks at different times of the year, and with 8x8, Baptist World Aid can handle these surges efficiently.

Caring for callers includes identifying those who may be particularly vulnerable, and 8x8’s Quality Management plays a vital role in training agents. Lee explains, "We aim to prevent receiving donations from vulnerable supporters, and it's essential for us to make these identifications during our calls."

8x8’s built-in reporting features have also been a boon to operations. "At a supervisory level, the reporting has been exceptional," enthuses Lee. Cisco's reporting was only enabled for inbound calls, however, 8x8 offers comprehensive reporting, including outbound calls, that removes the need for manual workflows and simplifies oversight processes for contact center leaders.

The Results: Transformed contact center operations

Baptist World Aid has witnessed substantial improvements in care, efficiency, and control, thanks to the 8x8 capabilities and integration with Microsoft Teams and Microsoft Dynamics 365.

With 8x8, contact center agents can handle calls seamlessly and focus more on individual caller needs. Supervisors no longer have to wrestle with manual workflows in order to compile the reports and insights needed to ensure smooth operations. And IT teams can manage users and troubleshoot issues more easily with 8x8’s simplified administration.

With its new 8x8 + Microsoft communication infrastructure in place, Baptist World Aid is ready to take on new challenges, achieve greater efficiency, and make an even more profound impact on the communities it serves.

The Results: Transformed contact center operations

Baptist World Aid has witnessed substantial improvements in care, efficiency, and control, thanks to the 8x8 capabilities and integration with Microsoft Teams and Microsoft Dynamics 365.

With 8x8, contact center agents can handle calls seamlessly and focus more on individual caller needs. Supervisors no longer have to wrestle with manual workflows in order to compile the reports and insights needed to ensure smooth operations. And IT teams can manage users and troubleshoot issues more easily with 8x8’s simplified administration.

With its new 8x8 + Microsoft communication infrastructure in place, Baptist World Aid is ready to take on new challenges, achieve greater efficiency, and make an even more profound impact on the communities it serves.

The Results: Transformed contact center operations

Baptist World Aid has witnessed substantial improvements in care, efficiency, and control, thanks to the 8x8 capabilities and integration with Microsoft Teams and Microsoft Dynamics 365.

With 8x8, contact center agents can handle calls seamlessly and focus more on individual caller needs. Supervisors no longer have to wrestle with manual workflows in order to compile the reports and insights needed to ensure smooth operations. And IT teams can manage users and troubleshoot issues more easily with 8x8’s simplified administration.

With its new 8x8 + Microsoft communication infrastructure in place, Baptist World Aid is ready to take on new challenges, achieve greater efficiency, and make an even more profound impact on the communities it serves.

The Results: Transformed contact center operations

Baptist World Aid has witnessed substantial improvements in care, efficiency, and control, thanks to the 8x8 capabilities and integration with Microsoft Teams and Microsoft Dynamics 365.

With 8x8, contact center agents can handle calls seamlessly and focus more on individual caller needs. Supervisors no longer have to wrestle with manual workflows in order to compile the reports and insights needed to ensure smooth operations. And IT teams can manage users and troubleshoot issues more easily with 8x8’s simplified administration.

With its new 8x8 + Microsoft communication infrastructure in place, Baptist World Aid is ready to take on new challenges, achieve greater efficiency, and make an even more profound impact on the communities it serves.

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