8x8 Platform
Business Profile
Core Value Proposition
8x8 Platform delivers an AI-powered, unified platform for customer experience that connects customers and teams globally across contact center, unified communications, and APIs.
Target Customer
CX leaders; IT leaders; and customer-facing teams (sales, customer success, marketing, IT) seeking a single platform to unify communications and interactions.
Key Differentiator
AI-enabled, end-to-end CX platform that combines contact center, unified communications, no-code CPaaS, and a large partner ecosystem, with global reach (200+ carrier connections) and a 99.999% uptime SLA.
Implementation Timeline
Not explicitly stated; multiple customer quotes imply rapid improvements in responsiveness and efficiency
Pain Points
- 1Fragmented and complex customer experience across channels and systems
- 2Inefficient contact center operations needing automation and better data-driven insights
- 3Difficulty connecting distributed teams and customers globally with secure, compliant communications
Key Features
- 18x8 Contact Center with AI, omnichannel routing, intuitive workspaces, and Agent Assist
- 28x8 Engage to empower all customer-facing teams
- 38x8 Work unified communications suite (Call, Meet, Chat, and more)
- 48x8 for Microsoft Teams integrations (Direct Routing, Operator Connect)
- 58x8 no-code CPaaS for channel connectivity without custom development
- 6High-volume SMS, Voice, and Video communications
- 7Global reach with 200+ carrier connections and 99.999% uptime SLA
Target Customer Industries
Client Results
- 1Cape Air: Attrition rate reduced by 80%; improved ability to handle calls faster due to flexible working
- 2San Diego Zoo Wildlife Alliance: Access to data enabled more answered calls, leading to increased revenue and funds raised for wildlife
- 3Southampton FC: Operational improvements reduced response time from hours to seconds
- 4Live Oak Bank (quote): Interactions can occur anytime, anywhere, and remain secure
- 5 Mitch Insurance (quote): Greater visibility into operations and real-time situational awareness
Competitive Advantages
- 1Single platform for CX that unifies communications, analytics, and automation
- 2AI-enabled capabilities across contact center and communications workflows
- 3No-code CPaaS and broad partner ecosystem reduce development effort and integration costs
- 4Global carrier reach and high reliability (200+ connections; 99.999% uptime SLA)
- 5Independent validation and recognition (e.g., Gartner UCaaS 2025)
Key Benefits
Case Studies & Success Stories
Cape Air improves agent retention and call handling with 8x8
Attrition rate fell by 80%, with improved call handling due to flexible working and retained expertise.
Oldham Council benefits from consistent performance across accents
Platform performed well across accents, supporting diverse customer interactions.
San Diego Zoo Wildlife Alliance gains data-driven insights increasing revenue
Access to data enabled answering more calls, resulting in more revenue and funds raised.
Southampton FC accelerates adaptation to change
Ability to react to change quickly; time to implement changes reduced from hours to seconds.
SERV improves response times with quicker inquiries
Quote highlights improved efficiency in handling inquiries and respecting customers' time.
Live Oak Bank enables secure, remote interactions
Interacting anytime, anywhere with secure communications as a key outcome.
Mitch Insurance gains operational visibility
Increased visibility into operations with real-time situational awareness.
Additional Product Information
Product Description
AI-powered platform that unifies contact center, unified communications, and communications APIs to deliver end-to-end customer experience across channels.
Target Market
Global businesses seeking a single, AI-powered platform to unify CX, UC, and communications across multiple channels and regions.
Unique Value Proposition
A single, AI-enabled CX platform combining Contact Center, Unified Communications, and no-code APIs with extensive global reach, security/compliance, and a robust partner ecosystem.
Technical Requirements
Not specified in the provided content
Pricing Model
Not specified in the provided content
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