Integrated 8x8 contact center with internal data warehouse to pre-fill customer info, reducing average call handling time.
Agents were spending ~15 seconds on every call just retrieving basic caller information from internal systems, causing longer hold times and poor customer experience.
Built a lightweight API service that fetched customer context from the warehouse and sent it to 8x8 before the call connected.
Reduced Average Handling Time (AHT) by 12 seconds per call. With thousands of monthly support calls, this translated into measurable cost savings and improved CSAT scores.
Solving seemingly small operational inefficiencies at scale leads to disproportionate business value.