8×8, a leading cloud communications platform, has been named a Challenger in the 2021 Gartner Magic Quadrant for Contact Center as a Service. This is the seventh consecutive year 8×8 has been recognized in this report.
Dave Sipes, Chief Executive Officer at 8×8, said: “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.”
The 8×8 Contact Center solution 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 center, voice, team chat, video meetings and CPaaS APIs and embeddable apps capabilities in a single-vendor solution.
8×8 is supplying Contact Center as 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.
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 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.
8×8 XCaaS offers the highest levels of reliability with the first financially-backed, platform-wide 99.999 percent uptime SLA across an integrated cloud CCaaS and UCaaS solution, setting a new industry benchmark for cloud communications reliability.
8×8 XCaaS 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.
8×8 has also been recognized as a Leader for nine consecutive years in the Gartner Magic Quadrant for Unified Communications as a Service, Worldwide.