Business
8x8 Named a Top Five Provider in Metrigy 2023 Contact Center as a Service (CCaaS) MetriRank Report
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
About this update from 8x8 Inc
[{"type":"text","content":"\nMetrigy’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\n\n\n CAMPBELL, Calif.--(BUSINESS WIRE)--\n8x8, 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.\n\n\n“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.”\n\n\n8x8 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.\n\n\nMetrigy 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.\n\n\n“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 ...