8x8 Named A Challenger in the New 2020 Gartner Magic Quadrant For Contact Center As A Service
17 November 2020 - 12:30AM
Business Wire
8x8, Inc. (NYSE: EGHT), a leading integrated cloud
communications platform, today announced it has been named a
Challenger in the 2020 Gartner Magic Quadrant for Contact Center as
a Service1.
“We are proud that Gartner has recognized our progress in
strengthening the four pillars of great customer service on a
global scale. We believe that our placement as a Challenger in this
new worldwide Magic Quadrant validates our unique single-platform
approach to contact center innovation,” said Vik Verma, Chief
Executive Officer at 8x8, Inc. “Throughout the world, we are
helping organizations of all sizes achieve measurable improvements
in key contact center and overall business and operational metrics.
What’s more, the new remote work imperative has proven that our
intelligent, collaborative and single platform approach to agent,
employee and customer engagement is unparalleled for customer
retention, accelerated growth and maximum revenue realization.”
8x8 customers on Gartner Peer Insights indicate that 8x8 Contact
Center has very positive reviews with an overall rating of 4.9 out
of 5 in the Contact Center as a Service, North America market based
on 11 reviews, as of November 13, 2020.
8x8 Contact Center, as part of the 8x8 Open Communications
Platform, is a complete solution that dramatically boosts agent
engagement, collaboration, and operational effectiveness for
customer success. Available standalone or as part of 8x8 X Series,
it includes Automatic Call Distribution (ACD), Intelligent Voice
Response (IVR), digital channels, outbound dialer, reporting,
customer experience analytics, quality management, speech
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. Expanded 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.
The 8x8 Open Communications Platform uniquely brings together
essential digital workplace elements, combining contact center with
high-quality global voice, team chat, meetings and Communications
Platform as a Service (CPaaS) in a single solution, fueled by
shared intelligent communications services like AI-driven expert
routing and predictive analytics. The 8x8 Open Communications
Platform accelerates digital transformation initiatives and
strengthens business responsiveness and resilience by providing
secure, scalable, and extensible capabilities that are required for
organizations to create unique employee and customer experiences at
scale.
In addition to being named a Challenger in the Gartner Magic
Quadrant for Contact Center as a Service, 8x8 has also been
positioned as a Leader in the Gartner Magic Quadrant for Unified
Communications as a Service, Worldwide2.
[1] Gartner Magic Quadrant for Contact Center as a Service,
Steve Blood, Drew Kraus, Pri Rathnayake, November 9, 2020.
[2] Gartner Magic Quadrant for Unified Communications as a
Service, Worldwide, Rafael Benitez, Megan Fernandez, Daniel
O'Connell, Christopher Trueman, Pankil Sheith, November 12, 2020.
This Magic Quadrant report name has changed from 2015 onwards-
2015-2020: Magic Quadrant for Unified Communications as a Service,
Worldwide, 2014: Magic Quadrant for Unified Communications as a
Service, North America With Additional Regional Presence,
2012-2013: Magic Quadrant for Unified Communications as a Service,
North America..
Gartner Disclaimer:
Gartner does not endorse any vendor, product or service depicted
in our research publications, and does not advise technology users
to select only those vendors with the highest ratings or other
designation. Gartner research publications consist of the opinions
of Gartner's research organization and should not be construed as
statements of fact. Gartner disclaims all warranties, expressed or
implied, with respect to this research, including any warranties of
merchantability or fitness for a particular purpose.
Gartner Peer Insights reviews constitute the subjective opinions
of individual end users based on their own experiences and do not
represent the views of Gartner or its affiliates.
About 8x8, Inc.
8x8, Inc. (NYSE: EGHT) is transforming the future of business
communications as a leading Software-as-a-Service provider of
voice, video, chat, contact center, and enterprise-class API
solutions powered by one global cloud communications platform. 8x8
empowers workforces worldwide to connect individuals and teams so
they can collaborate faster and work smarter. Real-time business
analytics and intelligence provide businesses unique insights
across all interactions and channels so they can delight
end-customers and accelerate their business. For additional
information, visit www.8x8.com, or follow 8x8 on LinkedIn, Twitter
and Facebook.
8x8® and 8x8 X Series™ are trademarks of 8x8, Inc.
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version on businesswire.com: https://www.businesswire.com/news/home/20201116005329/en/
Media: John Sun, 1-408-692-7054 john.sun@8x8.com
Investor Relations: Victoria Hyde-Dunn, 1-669-333-5200
victoria.hyde-dunn@8x8.com
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