8x8 has hailed the success of its CCaaS and CPaaS offerings, with the latter experiencing nine percent year-on-year growth.
Announced during the company’s Q4 2024 earnings call, 8x8 CEO Samuel Wilson highlighted the importance of CCaaS and CPaaS – claiming that they would be the “two drivers over the next four quarters."
Both solutions have been integral in helping the company to diversify its portfolio and offer new products.
Amongst these new offerings, Wilson praised the organization for identifying fresh and alternative ways to embed CPaaS capabilities into 8x8’s existing integrated UC and CC solutions – allowing customers to enjoy more “complete” solutions.
Wilson also revealed that one of the company’s six key imperatives for the year had been to focus more heavily on 8x8’s CCaaS offerings by accelerating innovation and embedding AI across its integrated platform, without sacrificing its leadership in cloud telephony.
This tallies with the announcement made by the company last year that it would be pivoting from a UCaaS focus to a CCaaS focus, under the new tagline: “Communications for the Customer Obsessed.”
8x8 has historically employed a "land and expand" strategy, attracting customers with its UCaaS solution, building relationships, and subsequently offering a CCaaS platform to fulfill their requirements – allowing the company to unify UCaaS and CCaaS.
While the vision remains unchanged, 8x8 has made a strategic shift, prioritizing CCaaS over UCaaS.
And it appears that the pivot has already started to pay dividends, as Wilson explains:
[In the] contact center business, we've been seeing more growth… We've definitely been seeing solid momentum, particularly when we think about the CPaaS partnership around it – the add-on products, those kinds of things.
Let’s take a closer look at what’s fueling 8x8’s CCaaS growth.
A CCaaS Assessment
One of the major reasons for CCaaS growth has been the implementation of a slew of new innovations and enhancements.
Regarding the latter, there have been improvements to the company’s customer interaction data platform, composable user interfaces, and the integrated solutions from its technology partner ecosystem.
When it comes to innovations, Wilson specifically outlined the organization’s Engage solution, claiming that it extends 8x8’s customer experience capabilities “beyond the traditional boundaries of the contact center.”
Launched in March of this year, Engage is an AI-driven solution aimed at improving cross-organizational customer engagement.