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8×8 Named A Challenger In The New 2021 Gartner Magic Quadrant For Contact Center As A Service

8×8, Inc. a leading integrated cloud communications platform,  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 8×8 has been recognized in this report.

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“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 8×8, 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.”

8×8 Contact Center is a complete solution that dramatically 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 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.

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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.

Built on the resilient, secure, and compliant 8×8 eXperience Communications Platform, 8×8 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. 8×8 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, 8×8 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.

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