8×8 Named a Challenger in Report

8×8 has announced it has been named a Challenger in the 2021 Gartner Magic Quadrant for Contact Centre as a Service. This is the seventh consecutive year 8×8 has been recognized in this report.

“We believe being recognized in the Magic Quadrant absolutely validates our commitment to the four pillars of great customer service,” said Dave Sipes, Chief Executive Officer at 8×8, Inc.

“What’s more, it showcases the value of our single platform, and our ability to uniquely address enterprise contact centre and unified communications requirements to power all employees globally.”

8×8 contact centre is a complete solution that dramatically boosts agent engagement, collaboration, and operational effectiveness for customer success, and is a core component of 8×8 XCaaS (eXperience Communications as a Service), which includes fully integrated, cloud-native contact centre, voice, team chat, video meetings and CPaaS APIs and embeddable apps capabilities in a single-vendor solution.

8×8 contact centre is available standalone or as an integrated CCaaS and Unified Communications as a Service (UCaaS) product. It includes Automatic Call Distribution (ACD), Intelligent Voice Response (IVR), digital channels, outbound dialler, reporting, customer experience analytics, quality management, speech/text analytics, customer surveys and knowledgebase, all delivered on one unified, secure, and reliable platform featuring single sign-on and centralized administration.

Pre-built CRM integrations make it easy for agents to access and view customer data. Workforce management (WFM) options allow customers to continue using existing WFM tools (including hosted and on-premises) with an integrated, single-vendor and billing model approach.

For organizations relying on Microsoft Teams for collaboration, 8×8 contact centre for Microsoft Teams, which is certified by Microsoft, allows sales, service and support agents to quickly connect and collaborate with other Teams-enabled experts to resolve issues faster.

Built on the resilient, secure, and compliant 8×8 eXperience Communications Platform, 8×8 XCaaS offers the highest levels of reliability with the first financially backed, platform-wide 99.999 percent global uptime SLA across an integrated cloud CCaaS and UCaaS solution, setting a new industry benchmark for cloud communications reliability.

8×8 XCaaS uniquely addresses both formal and informal contact centre use cases with the ability to track and report on interactions, provide coaching, and connect agents and employees with subject matter experts to quickly resolve customer issues.

In addition to being named a Challenger in the 2021 Gartner Magic Quadrant for Contact Centre as a Service, 8×8 has been recognized as a Leader for nine consecutive years in the Gartner Magic Quadrant for Unified Communications as a Service, Worldwide.