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8x8 named as Challenger in Gartner Magic Quadrant for Contact Centre as a Service

20 Nov 2020

The 2020 Gartner Magic Quadrant for Contact Centre as a Service has named 8x8 as a Challenger, recognising the company’s efforts in the space.

According to 8x8 chief executive officer Vik Verma, the recognition also validates the company’s single-platform approach to contact centre innovation.

“Throughout the world, we are helping organisations of all sizes achieve measurable improvements in key contact centre 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 realisation.”

The company explains that its 8x8 Contact Centre, part of the company’s Open Communications platform, could improve contact centre operations through agent collaboration and engagement, as well as operational effectiveness. The company states that these additional capabilities support customer success.

The Contact Centre Solution includes features such as automatic call distribution, outbound dialler, intelligent voice response, analytics, customer service, and more. 

Further, pre-built CRM integrations enable agents to access and view customer data. Expanded workforce management options allow customers to continue using their current workforce management tools, including hosted and on-premises, with an integrated, single-vendor and billing model approach.

Speaking further about the 8x8 Open Communications platform, the company describes it as a blend of digital workplace elements such as contact centre with meetings, team chat, and communications platform as a service (CPaaS). 

“Work-from-anywhere has recently become a top-of-mind, board-level initiative, and a critical element for every organisations' business resilience strategy. Forward-thinking CIOs must reimagine how their businesses move ahead — without effective communications, organisations crumble,” commented 8x8 CTO Bryan Martin, earlier this year. 

“The 8x8 Open Communications Platform provides CIOs with the ability to tailor a communications strategy that adapts to rapidly evolving business challenges, and meets the unique needs of employees, partners and customers.”
 
In July, 8x8 also expanded its Open Channel Partner program, opening it up to partners in Australia and New Zealand. The company works with more than 1000 partners worldwide. These partners are able to add the 8x8 Open Communications platform to their sales portfolios.

Gartner does not endorse any vendor, product or service depicted in its 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 organisation and should not be construed as statements of fact.