8x8 Positioned as a Challenger in 2018 Gartner Magic Quadrant for Contact Centre as a Service, North America

San Jose, Calif – 26 October 2018 – 8x8, Inc. (NYSE:EGHT), a leading cloud technology provider of voice, video, collaboration and contact centre solutions for over one million users worldwide, today announced it has been positioned by Gartner, Inc. as a Challenger in the 2018 “Magic Quadrant for Contact Centre as a Service, North America”¹ for the fourth year in a row. 8x8 was also recently recognised in the 2018 “Magic Quadrant for Unified Communications as a Service, Worldwide2 which the company believes affirms its ability to execute and its completeness of vision in each market.

According to Gartner, “the evolution of the contact centre to form the basis of the 'customer experience centre' has changed the dynamics of the Contact Center as a Service (CCaaS) market.”1 The report also cites that “a single contact centre application supporting all channels offers better support for familiar tools applied across all interaction-handling scenarios, and the ability to leverage a cloud application ecosystem to build out more customer-centric capabilities.”1

“The technology used to power contact centres has traditionally involved patching together complex and expensive on-premise systems that do little to help companies and their employees improve customer experiences,” said Vik Verma, CEO, 8x8. “We believe the Gartner recognition across both UCaaS and CCaaS validates 8x8’s unique capability and technology platform that tightly integrates a cloud-based contact centre with cloud communication and collaboration offerings to drive one system of engagement across all employee and customer interactions. With this combination, 8x8 helps companies resolve customer issues in a more timely and effective manner, ultimately enhancing customer satisfaction and driving smart business outcomes.”

The 8x8 contact centre solution is one key element of 8x8 X Series, a single-vendor cloud solution for voice, video, team messaging and collaboration, and contact centre across mobile and desktop devices. 8x8 launched X Series in 2018, and was recently named a Leader in the 2018 “Magic Quadrant for Unified Communications as a Service, Worldwide2 for the seventh time in a row.

“Companies around the world are increasingly realising the value of using one cloud technology platform for both employee and customer communications,” added Verma. “When employees and customers engage from one cloud platform, businesses can more effectively differentiate the customer experience in a number of ways, from personalising customer interactions to reacting in real time to business-critical signals derived from advanced employee-customer interaction analytics.”

Download the 2018 Gartner Magic Quadrant for Unified Communications as a Service, Worldwide

Get a complimentary copy of the 2018 Gartner Magic Quadrant for Unified Communications as a Service, Worldwide2 report.

[1] Gartner “Magic Quadrant for Contact Center as a Service, North America” by Drew Kraus, Steve Blood, Simon Harrison, Daniel O’Connell, October 17, 2018.

[2] Gartner “Magic Quadrant for Unified Communications as a Service, Worldwide” by Daniel O’Connell, Megan Fernandez, Rafael Benitez, Bjarne Munch, Christopher Trueman, Mihai Nguyen, October 10, 2018.

Gartner Disclaimer

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. 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) cloud solutions help businesses transform their customer and employee experience. With one system of engagement for voice, video, collaboration and contact centre and one system of intelligence on one technology platform, businesses can now communicate faster and smarter to exceed the speed of customer expectations. For additional information, visit

8x8® and 8x8 X SeriesTM are trademarks of 8x8, Inc.


FQ Editor

Written by FQ Editor

Please consult the organisation directly for details about this article.

Topics: contact centre press release

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