8x8 Named a Challenger in the New 2021 Gartner® Magic Quadrant™ for Contact Center as a Service

Rhea-AI Summary

8x8, Inc. (NYSE: EGHT) has been recognized as a Challenger in the 2021 Gartner Magic Quadrant for Contact Center as a Service, marking the seventh consecutive year of acknowledgment. CEO Dave Sipes highlighted this recognition as validation of their commitment to exceptional customer service. The 8x8 Contact Center enhances agent engagement and operational efficiency, integrating various communication services on a secure platform with a global uptime SLA of 99.999%. Additionally, 8x8 has maintained its position as a Leader in the Gartner Magic Quadrant for Unified Communications as a Service for nine years.

Positive

• Recognized as a Challenger in the 2021 Gartner Magic Quadrant for Contact Center as a Service for the seventh consecutive year.
• 8x8 Contact Center enhances agent engagement and operational effectiveness.
• Global uptime SLA of 99.999% showcases reliability of services.
• Maintained position as a Leader in the Gartner Magic Quadrant for Unified Communications as a Service for nine consecutive years.

Negative

• None.

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.

View source version on businesswire.com: https://www.businesswire.com/news/home/20210812005756/en/

FAQ

What is the significance of 8x8 being named a Challenger in the 2021 Gartner Magic Quadrant?

Being named a Challenger acknowledges 8x8's commitment to customer service and highlights its integrated cloud communications capabilities.

How long has 8x8 been recognized in the Gartner Magic Quadrant for Contact Center as a Service?

8x8 has been recognized for seven consecutive years in the Gartner Magic Quadrant for Contact Center as a Service.

What does the 99.999% SLA mean for 8x8 customers?

The 99.999% SLA indicates that 8x8 provides one of the highest levels of reliability in cloud communications.

What products does 8x8 offer in its XCaaS solution?

8x8's XCaaS solution includes integrated contact center, voice communications, video, chat, and API capabilities.