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8x8 celebrates 'Challenger' position on Gartner MQ for Contact Centre as a Service

Tue 17 Aug 2021

The 2021 Gartner Magic Quadrant for Contact Centre as a Service (CCaaS) has named what could be the best of the best when it comes to CCaaS services, and amongst this year’s Challengers include cloud-based business communications provider 8x8.

The company has been named as a Challenger in the Gartner report for the seventh year in a row, and 8x8 CEO Dave Sipes says the recognition validates the company’s commitment to ‘the four pillars of great customer service’.

“What’s more, it showcases the value of our single platform, and our ability to uniquely address enterprise contact centre and unified communications requirements to power all employees globally.”

That platform is 8x8 Contact Center, a solution built into the company’s wider 8x8 XCaas (eXperience Communications as a Service). These solutions aim to integrate core contact centre components such as integrated and cloud-based services such as contact centre agent engagement and collaboration, as well as voice, team chat and video meetings, CPaaS APIs, and embeddable apps into one solution.

The company most recently announced that its UCaaS and CCaaS solutions achieved a financially-backed 99.999% global service level agreement (SLA). 8x8 chief product officer Dejan Deklich says the achievement raises the bar for cloud communications as an industry.

“It is only made possible because 8x8 XCaaS is built on a single-vendor, integrated technology platform, which enables organisations around the world to focus on driving their business forward by exceeding their employee communications and customer engagement objectives.”

This year the company was also named a Leader in Gartner’s Magic Quadrant for Unified Communications as a Service, Worldwide, and IDC named the company a Major Player in the IDC MarketScape for Worldwide CPaaS report.

Deklich said in May this year, "Organisations around the globe recognise the importance of providing customised experiences on the engagement channels of choice in this mobile-first world.”

"We are honoured to be named a Major Player in the inaugural IDC MarketScape for Worldwide CPaaS. Our customer first, product first, team first culture enables us to deliver an integrated cloud communications, contact center and CPaaS platform that helps organisations easily adapt and expand as their business needs change.”

One of 8x8’s most recent partnerships in Asia Pacific saw the company work with Coca-Cola Europacific Partners (CCEP) in Indonesia to deploy a CPaaS SMS API. The API helps CCEP and its Klik Toko app to provide distributors and retailers with user verification via an SMS message containing a one-time password.

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