8×8 UC and Contact Centre for Employment Services
Secure, scalable cloud comms tailored to compliance & client service
The Challenge
A national Australian employment services provider engaged Arrow to modernise its communications environment. The organisation was experiencing growing pressure to support remote staff, ensure seamless client service, and meet strict compliance and data sovereignty obligations tied to government contracts.
Their legacy Avaya system was no longer fit for purpose. Key challenges included:
- Limited support for remote access and hybrid work
- Lack of integration with Microsoft Dynamics CRM
- Inadequate reporting and analytics
- Increasing security, privacy, and compliance requirements
- No local data residency or enterprise-grade certifications
As a government-aligned provider handling sensitive employment data, the business required a platform that could guarantee Australian data residency, end-to-end encryption, and robust auditing capabilities—while also delivering a modern user experience.
The Solution
Arrow began with a discovery phase to map out the organisation’s operational, technical, and compliance requirements. Based on our findings, we recommended a migration from Avaya to 8×8’s Unified Communications and Contact Centre solution.
Unlike other platforms, 8×8 met the organisation’s strict data sovereignty, security, and government compliance standards—without sacrificing performance or usability.
Key features of the solution include:
- 8×8 UCaaS and Virtual Contact Centre: A secure, scalable cloud-native platform for voice, video, chat, and contact centre.
- Australian Data Residency: Ensuring compliance with privacy legislation by hosting data in local data centres.
- ISO 27001 & SOC 2 Compliance: Industry-leading certifications for information security.
- End-to-End Encryption & MFA: Safeguarding communications and user access across all channels.
- Audit Logging & Access Controls: Supporting internal governance and transparency.
- Microsoft Dynamics Integration: Real-time access to CRM data directly within the communications platform.
The Outcomes:
The organisation now operates on a future-ready communications platform that supports their distributed teams and delivers on their compliance commitments.
- Smooth Transition from Avaya: Zero-touch deployment and seamless go-live across multiple states.
- Enhanced Remote Access: Staff are empowered to work productively from anywhere.
- Stronger Security & Compliance: Enterprise-grade protections and full Australian data residency.
- CRM Workflow Efficiency: Staff can view and update client records within the communications tool.
- Scalable Cloud Communications: Ready to support future expansion and evolving service needs
Competing vendors failed to meet the provider’s compliance benchmarks or relied on offshore data storage. With 8×8 and Arrow, they gained a secure, integrated platform aligned with their government obligations and client service goals. The organisation continues to partner with Arrow and 8×8 to explore next-stage enhancements such as AI-powered contact centre tools and deeper CRM automation.
Procurement Specialists
rrow Voice & Data is your trusted partner for complete communications and technology solutions. As procurement specialists, we manage everything—hardware, software, setup, support, and compliance—under one umbrella.
Whether you’re upgrading legacy systems or navigating strict regulatory environments, we deliver the right solution the first time, so your organisation can stay focused on serving your community.