Keith Dawson's Analyst Perspectives

8x8 Provides Assurance in Contact Center in the Cloud Value Index

Posted by Keith Dawson on Jun 30, 2021 3:00:00 AM

We are happy to share some insights about 8x8 drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

VR_VI_Contact_Center_in_the_Cloud_Logo (1) (1)Earlier this year we published the Ventana Research Value Index: Contact Center in the Cloud 2021, the distillation of a year of market and product research efforts. It is an assessment of how well vendors’ offerings will address buyers’ requirements for contact center software. The index is structured to replicate an RFI/RFP process by incorporating all criteria needed to evaluate, select, utilize and maintain technology, and maintain relationships with vendors.

In all of our Value Indexes we utilize a structured research methodology that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact center in the cloud. We evaluated 8x8 and 13 other vendors in seven categories, five relevant to the product and experience (adaptability, capability, manageability, reliability and usability) and two related to the customer experience (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our benchmark research. 8x8’s overall performance rating in the Value Index is at 83.7%, with customer experience at 82.9% and product experience at 83.9%.

8x8, a provider of both CCaaS and UCaaS platforms, was categorized as a Vendor with Assurance, ranking ninth overall in this Value Index evaluation. Its product, 8x8 Contact Center, is an omnichannel platform with support for routing and outbound dialing and interaction data capturing across channels.

Ventana_Research_Value_Index_Contact_Center_in_the_Cloud_2021_8x88x8 performed its best in Manageability with its business administration and licensing methods. It also did well in Validation where its overall customer commitment was evident. 8x8 provided strong integration into its UCaaS product, with a reasonable amount of integrations into other business systems and telephony platforms.

Our assessment finds some room for improvement, as 8x8 performed close to the median overall. More depth in its strategic value and benefits and overall depth would have helped its TCO/ROI ranking. Its Capability ranking also could have been improved with more depth in agent workforce management and analytics, particularly around predictive and what-if analyses.

This assessment was based on 8x8’s cloud contact center products available at end of March in 2021. Since then, 8x8 has announced a new blended platform that combines unified communication with the contact center, additional capabilities in its integration with Microsoft Teams, and features focused on employee collaboration and hybrid work (in-office and remote).

When cloud contact centers first emerged a decade ago, the focus for many was on finding the lowest cost provider. Today’s organizations should consider a broader range of criteria in their selection process, which we outline in this Value Index. A modern contact center requires technology that provides continuous innovation and a product and customer experience to meet their long-term goals. With this in mind, when organizations begin the process of evaluating their efforts, they might consider 8x8.

This research-based index is the most comprehensive assessment of the value of contact center in the cloud software in the industry. Technology buyers can learn more about how to use our Value Index by clicking here and included vendors that wish to learn more can click here. Read the report here.


Keith Dawson

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Keith Dawson

Written by Keith Dawson

Keith leads the expertise in Customer Experience (CX), covering applications and technology that facilitate engagement to optimize customer-facing processes. His focus areas include: agent management, contact center and voice of the customer and technology in marketing, sales, field service and applications such as digital commerce and subscription management. Keith’s specialization is in natural language and speech tools with intelligent virtual assistants, multichannel routing and journey management, and the wide array of customer analytics. He is focused on how businesses can break down technology and operational silos to provide more efficient processes for two-way engagement with customers. Keith has been an industry analyst for more than a decade and prior was the editorial director of Call Center Magazine. There he pioneered coverage of cloud-based contact centers, speech recognition and processing, and the shift from voice to multichannel communications. He is a graduate of Amherst College.