Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.
Deliver personalized and seamless customer experiences across all channels. Manage customer interactions, automate engagement, and build lasting relationships with tools for contact center operations, omnichannel communication, and customer journey mapping.
Empower employees with a modern and collaborative work environment. Foster productivity, communication, and knowledge sharing with tools for collaboration, communication, and information access.
Streamline communication and collaboration. Integrate voice, video, messaging, and conferencing into a single platform for seamless interaction and teamwork.
Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.
Foster teamwork and communication across your organization. Facilitate real-time collaboration, file sharing, and project management with tools that enable seamless interaction.
Software that collects and presents quantitative and qualitative data about how users interact with your product, website, and customer support org so you can better understand and improve your customer's experience.
Enable real-time communication and collaboration within your organization. Facilitate instant messaging, group chat, and file sharing among teams and individuals.
Gain insights from customer interactions and voice data. Analyze call recordings and transcripts to identify trends, improve agent performance, and uncover customer sentiment.
Connect and collaborate with teams and clients from anywhere. Host online meetings, webinars, and conferences with tools that facilitate audio, video, and screen sharing.
Advanced VoIP solutions that provide high-quality voice communication over the internet, offering cost savings, scalability, and a range of features for businesses of all sizes.
Optimize workforce scheduling, forecasting, and performance. Effectively manage your team with tools for time tracking, attendance, scheduling, and employee engagement.
8x8 empowers businesses with a secure, scalable cloud platform that unifies voice, video, chat, and contact center solutions to enhance collaboration and drive customer satisfaction
8x8 empowers businesses with a secure, scalable cloud platform that unifies voice, video, chat, and contact center solutions to enhance collaboration and drive customer satisfaction
8x8 is a leading provider of unified communications and contact center solutions, delivering cloud-native voice, video, chat, and API tools from a single secure platform. Serving over 58,000 customers across 160+ countries, 8x8 helps global enterprises enhance customer and employee engagement with reliable, scalable, and AI-enabled communication tools.
Company Differentiation
13-time Gartner UCaaS Leader and 9-time CCaaS Challenger
Global reach: 58,000 customers in 160+ countries
99.999% uptime with financially backed SLA
Single platform for UCaaS, CCaaS, and CPaaS
Over 275 patents and 35+ global infrastructure regions
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For businesses looking to evaluate or implement 8x8’s cloud communications and contact center solutions, CXponent offers expert guidance to help you make the most informed decision for your communication needs.
Key Features and Benefits
Unified Communications (UCaaS): 8x8 combines voice, video, and chat into a single platform, enabling seamless collaboration within teams and improving customer interactions.
Contact Center as a Service (CCaaS): The integrated contact center allows businesses to deliver superior customer service with AI-powered analytics, omnichannel routing, and proactive outreach.
99.999% Uptime: With a five-nines uptime guarantee, businesses experience uninterrupted communications, ensuring business continuity.
AI-Driven Insights: 8x8’s platform includes advanced analytics powered by AI to help businesses improve communication effectiveness, customer satisfaction, and employee productivity.
Global Reach: The platform supports over 160 countries, making it ideal for businesses with distributed workforces and global operations.
Technical Requirements
Internet Connectivity: Ensure reliable, high-speed internet to support voice, video, and chat communications.
Devices & Operating Systems: Verify that 8x8 is compatible with your organization’s devices and operating systems, including desktops, mobile devices, and tablets.
Integration Capabilities: 8x8 integrates with key business systems, including CRM platforms, productivity tools, and customer support systems.
Security & Compliance: Ensure 8x8 aligns with your organization’s security and compliance standards, especially in regulated industries like healthcare or financial services.
Business Requirements
Communication Goals: Determine whether your primary focus is on internal collaboration, customer support, or supporting a remote workforce.
Feature Prioritization: Identify the features most important to your business, such as AI-powered analytics, global call routing, or omnichannel support.
Scalability Needs: Ensure 8x8 can scale with your business as you expand operations or add remote workers.
Budget Alignment: Consider the total cost, including software, implementation, and potential user training, in relation to your budget.
Use Cases
Remote Workforces: 8x8 is ideal for organizations with distributed teams or those looking to support remote work. The platform’s unified communications capabilities make it easy for employees to collaborate across geographies.
Contact Centers: Businesses that rely heavily on customer interactions can use 8x8’s CCaaS solution to deliver seamless customer service across multiple channels. AI-powered routing and analytics improve agent efficiency and customer satisfaction.
Businesses Migrating from Legacy Systems: Companies transitioning from traditional PBX systems can use 8x8 to modernize their communication infrastructure, reducing maintenance costs and improving scalability.
Qualifying Questions
How many users will need access to the platform?
Do you have a distributed or remote workforce that requires communication support?
What are your current communication tools, and do they integrate seamlessly with 8x8?
What are your key priorities (e.g., customer support, cost reduction, operational efficiency)?
Do you need AI-driven insights to improve performance and customer satisfaction?
Implementation Timeline & Considerations
Timeline: For small organizations, implementation may take just a few days, whereas larger enterprises with complex needs might require several weeks.
Considerations: Align stakeholders on your communication goals, ensure IT support is in place, and develop a plan for onboarding and training users to ensure a smooth transition.
ROI and Business Impact
Cost Savings: By consolidating multiple communication tools into a single platform, businesses reduce infrastructure and management costs. 8x8 also eliminates the need for expensive hardware with its cloud-based solution.
Increased Productivity: Teams can collaborate more effectively, whether they are in the office or working remotely, thanks to 8x8’s seamless integrations and unified interface.
Scalability: As businesses grow, 8x8’s cloud platform scales easily to accommodate new users, locations, and communication needs without the need for additional infrastructure.
Improved Customer Satisfaction: With AI-driven insights and seamless omnichannel support, businesses can enhance customer engagement and satisfaction, leading to higher retention rates.
Cost Model
8x8 offers flexible pricing plans, ranging from small business packages to enterprise-level solutions. Pricing depends on the number of users, features, and additional services like support or training. Custom enterprise pricing is available for larger organizations with more complex needs.
Roles of Decision Makers
IT Team: Review technical requirements, integrations, and security concerns.
Finance/Procurement: Evaluate pricing models and ROI.
Customer Service Leaders: Ensure the platform meets customer support and communication needs.
Executive Leadership: Align the solution with broader organizational goals and strategies.
Additional Considerations & Helpful Tips
Scalability: 8x8’s platform scales easily, allowing your business to grow without requiring additional hardware or infrastructure.
User Experience: 8x8 is designed to be user-friendly, with an intuitive interface across voice, video, and chat functions.
Start with a Trial: Use 8x8’s free trial to assess the platform’s features in your environment.
Training & Support: Plan for comprehensive user training to maximize the platform’s potential.
Next Steps
Curious if 8x8 is the right fit for your business? CXponent can help you assess your needs and guide you through the decision-making process. With extensive experience in advising businesses on technology solutions, we provide personalized guidance to help you select the best solution.
Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.
Deliver personalized and seamless customer experiences across all channels. Manage customer interactions, automate engagement, and build lasting relationships with tools for contact center operations, omnichannel communication, and customer journey mapping.
Empower employees with a modern and collaborative work environment. Foster productivity, communication, and knowledge sharing with tools for collaboration, communication, and information access.
Streamline communication and collaboration. Integrate voice, video, messaging, and conferencing into a single platform for seamless interaction and teamwork.
Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.
Foster teamwork and communication across your organization. Facilitate real-time collaboration, file sharing, and project management with tools that enable seamless interaction.
Software that collects and presents quantitative and qualitative data about how users interact with your product, website, and customer support org so you can better understand and improve your customer's experience.
Enable real-time communication and collaboration within your organization. Facilitate instant messaging, group chat, and file sharing among teams and individuals.
Gain insights from customer interactions and voice data. Analyze call recordings and transcripts to identify trends, improve agent performance, and uncover customer sentiment.
Connect and collaborate with teams and clients from anywhere. Host online meetings, webinars, and conferences with tools that facilitate audio, video, and screen sharing.
Advanced VoIP solutions that provide high-quality voice communication over the internet, offering cost savings, scalability, and a range of features for businesses of all sizes.
Optimize workforce scheduling, forecasting, and performance. Effectively manage your team with tools for time tracking, attendance, scheduling, and employee engagement.
