8x8 Named a Challenger in the New 2021 Gartner® Magic Quadrant™ for Contact Center as a Service
13 August 2021 - 3:38AM
Business Wire
8x8, Inc. (NYSE: EGHT), a leading integrated cloud
communications platform, today announced it has been named a
Challenger in the 2021 Gartner Magic Quadrant for Contact Center as
a Service1. This is the seventh consecutive year 8x8 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 8x8, Inc.
“What’s more, it showcases the value of our single platform, and
our ability to uniquely address enterprise contact center and
unified communications requirements to power all employees
globally.”
8x8 Contact Center is a complete solution that dramatically
boosts agent engagement, collaboration, and operational
effectiveness for customer success, and is a core component of 8x8
XCaaS (eXperience Communications as a Service), which includes
fully integrated, cloud native contact center, voice, team chat,
video meetings and CPaaS APIs and embeddable apps capabilities in a
single-vendor solution.
8x8 Contact Center 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 dialer, 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,
8x8 Contact Center 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 8x8 eXperience
Communications Platform, 8x8 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. 8x8 XCaaS uniquely addresses both
formal and informal contact center 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 Center as a Service, 8x8 has been
recognized as a Leader for nine consecutive years in the Gartner
Magic Quadrant for Unified Communications as a Service,
Worldwide2.
[1] Gartner Magic Quadrant for Contact Center as a Service, Drew
Kraus, Pri Rathnayake, Steve Blood, August 9, 2021.
[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.
About 8x8, Inc.
8x8, Inc. (NYSE: EGHT) is transforming the future of business
communications as a leading Software-as-a-Service provider of 8x8
XCaaS, an integrated contact center, voice communications, video,
chat and API solution built on one global cloud communications
platform. 8x8 is powering all employees globally 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/20210812005756/en/
Media: John Sun, 1-408-692-7054 john.sun@8x8.com
Investor Relations: investor.relations@8x8.com
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