BetaNXT reinvents client experience with an integrated CX platform

Overview: In the fast-moving world of wealth management, every second counts. For BetaNXT, long wait times and disconnected calls weren’t just operational challenges—they put client trust at risk. By integrating 8x8 with ServiceNow, BetaNXT unified communications and case management into one seamless experience. The result: faster response times, zero dropped calls, and empowered agents who can resolve issues proactively and strengthen client relationships.

"We have zero disconnects now, and we’ve reduced waiting time by 98%, with most inbound calls answered in under 30 seconds. We’ve also shaved about a minute off every outbound call we make. That’s a major time saving for our clients and our employees."

C.J. Bowman

Technical Operations Center Team Lead, BetaNXT

Ensuring investors never miss outlink to this section

As the wealth management industry grows more sophisticated, fintech providers are expected to deliver seamless, end-to-end experiences. BetaNXT supports firms, brokers, dealers, asset and wealth managers, and issuers with solutions spanning front- and back-office security, tax recording, compliance, reporting, and investor communications.

With markets moving at lightning speed—shaped by global events, investor sentiment, and rapid price fluctuations—reliable communication is mission-critical.

Overseeing this environment is C.J. Bowman, who leads BetaNXT’s Technical Operations Center team.

“Any IT solution is only as good as the sum of its parts, even more so in the world of stock trading,” says C.J. “Behind the scenes, we make sure everything is working effectively. The majority of calls our agents receive are from firms rather than end users. They’re calling because they’ve got a question or noticed a potential irregularity and have a concern.”

In this environment, delays aren’t just inconvenient. They can impact trades, compliance, and investor confidence.

When legacy systems slow the conversationlink to this section

Efficient contact center operations are critical to BetaNXT’s success. When firms call, they aren’t checking in casually—they’re flagging potential irregularities, raising compliance questions, or seeking clarity on time-sensitive trades. Every delay creates friction, risk, and frustration.

Before 8x8, BetaNXT’s legacy telephony system struggled to support this level of demand. Calls could wait in queue for up to 15 minutes. There was no intelligent rollover between queues when agents became unavailable. And frequent disconnects—particularly when agents were multitasking—further reduced availability, compounding wait times.

“Our old phone solution, and the way it was set up, presented significant challenges,” says C.J. “It was very vanilla and lacking in features—and in the ability to interconnect with other systems.”

The platform offered little beyond basic voice routing. There was no seamless integration with case management, no flexibility to expand into additional channels like chat or email, and limited visibility into workflow efficiency. For a highly regulated financial environment, that lack of sophistication was a growing concern.

"The beauty of 8x8 is it just works. We weren't asking our agents to learn anything complex, and they found the interface very easy to adopt."

C.J. Bowman

Technical Operations Center Team Lead, BetaNXT

Choosing a platform built for CXlink to this section

When evaluating vendors, BetaNXT wasn’t simply looking for better telephony. The team needed a scalable, intelligent contact center platform—one that could reduce queue friction, improve agent workflows, and integrate directly with ServiceNow.

That’s where 8x8 came in.

“The beauty of 8x8 is it just works,” notes C.J. “We weren’t asking our agents to learn anything complex, and they found the interface very easy to adopt.”

With 8x8 Contact Center, BetaNXT gained dynamic queue management and intelligent routing that ensures calls are automatically redirected when agents become unavailable. The result: no more bottlenecks caused by static queue structures.

At the same time, the platform opened the door to omnichannel expansion. Unlike its previous voice-only environment, BetaNXT now has the flexibility to incorporate chat and email into its support strategy as client needs evolve.

Working closely with 8x8 Professional Services, BetaNXT executed a carefully planned migration with minimal disruption.

“Transformation fatigue was a real concern,” C.J. recalls. “We were juggling multiple migration projects at once. But 8x8 was very open and receptive to our needs, especially around out-of-hours cutover and minimizing risk. We allowed a week—but actually beat our target date.”

The transition laid the foundation for a resilient, integrated contact center built to support financial-grade service levels.

A unified experience for time-sensitive decisionslink to this section

Today, BetaNXT’s agents operate within a unified environment that brings together 8x8 Work, 8x8 Contact Center, and 8x8 Voice for Microsoft Teams—all tightly integrated with ServiceNow.

The difference is immediately visible in daily workflows.

With outbound interactions, agents can initiate calls directly from within ServiceNow using click-to-dial functionality. Instead of manually copying and pasting phone numbers, they simply select the correct contact record and launch the call in seconds.

“If an agent is looking at a client’s case or incident and needs to follow up, they simply click a button,” says C.J. “There’s no more typing in numbers or copying and pasting data. It’s two clicks, and we’re calling the right person at the right number.”

The time savings are significant—between 45 and 60 seconds per outbound call. At scale, that reclaimed time equates to the productivity of an additional full-time employee, allowing BetaNXT to handle growth without increasing headcount.

Inbound interactions are equally streamlined. When a client calls, 8x8 automatically matches the incoming phone number with ServiceNow records and surfaces any open cases in real time. Agents can greet clients by name and access relevant case history instantly—reducing friction and accelerating resolution.

Instead of asking callers to repeat information, agents begin every conversation with context.

Multitasking is now seamless. Agents can review cases, update records, and collaborate internally without risking session drops or losing their place in queue. That stability ensures continuous availability and consistent service levels—even during peak periods.

"We’ve had nothing but positive feedback from our clients and employees. They love the integrated experience."

C.J. Bowman

Technical Operations Center Team Lead, BetaNXT

Measurable performance gains and stronger client trustlink to this section

Since implementing 8x8, BetaNXT has transformed its contact center performance.

“We have zero disconnects now, and we’ve reduced waiting time by 98%, with most inbound calls answered in under 30 seconds. We’ve also shaved about a minute off every outbound call we make. That’s a major time saving for our clients and our employees.”

More importantly, agents now spend less time navigating systems and more time researching and resolving issues. Over the course of a day, reclaimed seconds turn into additional hours dedicated to proactive investigation and faster turnaround.

Client complaints related to long queues and communication delays have disappeared. In their place: positive feedback from firms who now reach knowledgeable agents quickly and consistently.

“We’ve had nothing but positive feedback from our clients and employees,” C.J. concludes. “They love the integrated experience.”

With a stable, scalable contact center platform in place, BetaNXT is now exploring AI-driven enhancements to further elevate service—confident that its foundation can support continued innovation.