Challenging times as UK education sector struggles with legacy systems and tools, new report from 8x8 suggests

A new report from cloud-based communication platform 8x8 finds the UK’s education sector is struggling with legacy tools and suggests modernization is required.

8x8, working with analysts Cavell Group, surveyed 401 senior decision makers from non-central government organisations across the UK in January 2025. The main challenges facing those in the education sector were found to be legacy tools, call quality, and difficulties gathering and reporting data from communications systems.

Other key concerns raised by those working in education included the use of multiple disconnected platforms, a lack of admin features and insufficient shared knowledge resources.

Compared to other sectors, such as healthcare and local government, 8x8’s report found the UK’s education sector to be more reliant on legacy tools such as email and voice call. Education was also the sector least likely to have already to have switched to cloud contact centers

However, the education sector was also found to place greater emphasis on data analytics and performance improvement as a route to future success than other sectors.

While the education sector was found to lag behind others in the UK in its use of modern customer experience tools and cloud adoption, 73 percent of survey respondents said automation initiatives are currently underway. Almost three quarters (72 percent) said they anticipated AI would be used for support within the next three years.

“Education institutions are under significant pressure to modernise,” explains Joe McStravick, Vice President of Sales EMEA at 8x8. “From compliance challenges and IT complexity to limited resources, they need solutions that are intuitive, scalable, and intelligent by design. This report clearly highlights a growing appetite for digital transformation, and the moment to act is now.

“What’s truly concerning is that issues like call wait times, poor data access, and dropped calls still persist and in education, the stakes are incredibly high. During clearing, UK universities face intense demand, and every interaction counts. If a student can’t get through, is stuck on hold, or loses a call, they could miss out on a university place and that could change their entire future. That simply shouldn’t be happening.”

Finbarr Begley, Senior Analyst at analyst group Cavell, adds: “The data in this report paints a challenging picture for the education sector. Many of these companies still have legacy systems and fragmented communication tools.”  

“However, the report also shows that this isn’t a sector that is ignoring these problems and is instead trying to actively address them. More than two-thirds are looking at automation and see AI as playing a role in the coming years. As education establishments look at these modernisation options they find new ways of communicating that lay the foundation for a strong future.

“Many of the IT, CX and contact center staff involved in these systems are aware of the issues and keen to make a change. The real challenge is deciding what to change to, and finding the budget for the transformation. ”