8x8 Named a Top Five Provider in Metrigy 2023 Contact Center as a Service (CCaaS) MetriRank Report
22 Agosto 2023 - 10:00AM
Business Wire
Metrigy’s MetriRank Study Evaluates Leading
CCaaS Providers on a Fixed Set of Criteria to Assess Which are Best
Positioned to Succeed in the Long Term
8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact
center and unified communications platform provider, today
announced that it was ranked as a Top Five provider by Metrigy in
its recently published 2023 CCaaS MetriRank report, which
identified the top cloud contact center providers leading the
market today and best positioned for long-term success. 8x8 earned
the ranking based on market share, financials, market share
momentum, product mix, customer sentiment, and customer business
success.
“8x8’s contact center strength lies with its customers. Its top
five ranking is in large part due to strong customer sentiment
scores and the highest customer business success score of the
group,” said Diane Myers, principal analyst responsible for
Metrigy’s MetriRank reports as well as market sizing and
forecasting. “8x8 received the highest possible score in customer
sentiment and the highest score of the group for customer business
success. In almost all customer sentiment categories, it received
one of the top ratings.”
8x8 Contact Center also received a standout sentiment rating for
response time to problems, with strong ratings on technical
features, platform reliability, and security. With regards to
customer business success across four categories, 8x8 customers saw
the highest positive improvement in customer ratings.
Metrigy defines CCaaS as customer interaction software delivered
as a service over a cloud-based platform; this includes Automatic
Call Distributors (ACDs), Interactive Voice Response (IVR),
predictive dialer, artificial intelligence (AI), channel
integration, etc. CCaaS solutions are typically multi-tenant, with
today’s platforms developed by service providers to run in the
cloud using microservices architecture.
“Modern, easy to use, AI-driven cloud contact center solutions
have become essential for organizations to drive business
performance and customer experience improvements,” said Hunter
Middleton, Chief Product Officer at 8x8, Inc. “We are honored that
Metrigy recognizes the impact of our ongoing efforts to deliver
innovative solutions that meet our customers specific requirements,
and we take great pride in providing small and medium-sized
enterprises with the market-leading technology, services, and
support that allow them to optimize productivity and achieve
business success.”
In Metrigy’s Customer Experience MetriCast 2023 study, 50% of
companies indicated they are using the same vendor for UC and
contact center—clearly a competitive advantage for those offering a
single integrated platform. In addition, 66.9% of the 641 companies
in Metrigy’s Customer Experience Optimization: 2023-24 global study
said the contact center carries more weight in vendor selection
when buying a combined UC/contact center platform.
8x8 Contact Center is delivered through the 8x8 XCaaS™
(eXperience Communications as a Service™) cloud contact center and
unified communications platform, which includes integrated cloud
contact center, business phone, team chat, video meetings, and SMS
capabilities. 8x8 XCaaS is a resilient, secure, and compliant cloud
platform that offers the highest levels of reliability with a
financially backed, platform-wide 99.999 percent uptime SLA across
an integrated cloud CCaaS and UCaaS solution.
Read the Metrigy 2023 Contact Center as a Service MetriRank
Report to learn why 8x8 was named a Top Five CCaaS provider.
About 8x8 Inc.
8x8, Inc. (NASDAQ: EGHT) is transforming the future of business
communications as a leading Software as a Service provider of 8x8
XCaaS™ (eXperience Communications as a Service™), an integrated
contact center, voice communications, video, chat, and SMS built on
one global cloud communications platform. 8x8 uniquely eliminates
the silos between Unified Communications as a Service (UCaaS) and
Contact Center as a Service (CCaaS) to power the communications
requirements of all employees globally as they work together to
deliver differentiated customer experiences. For additional
information, visit www.8x8.com, or follow 8x8 on LinkedIn, Twitter
and Facebook.
8x8®, 8x8 XCaaS™, eXperience Communications as a Service™,
eXperience Communications Platform™ are trademarks of 8x8, Inc.
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version on businesswire.com: https://www.businesswire.com/news/home/20230822905366/en/
Media: PR@8x8.com
Investor Relations: Investor.Relations@8x8.com
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