8x8 has announced a 35 percent year-over-year (YoY) spike in CCaaS deals with midmarket enterprises that have 250 contact center agents or more.
Additionally, the vendor hiked its total contact center customers by nine percent while the total number of agents leveraging the 8x8 Contact Center is up eight percent YoY.
The news comes after 8x8 made the switch last year to lead with CCaaS, not UCaaS, bringing on board the likes of evangelist Justin Robbins to help navigate that switch.
Now, 8x8 appears to have found its groove in the midmarket, a segment underserved over the years by many CCaaS vendors.
Why? Because these companies typically have to either enter into a big CCaaS ecosystem and use a fraction of what they pay for or integrate a series of point solutions with their CRM or UCaaS system.
By making a play here – like RingCentral and UJET are also doing – 8x8 is engaging this disillusioned market segment and seizing a new business opportunity.
Samuel Wilson, CEO of 8x8, believes that the CCaaS growth in this segment and beyond is a promising sign, as the vendor aims to reinvigorate total revenues after a three percent YoY drop last quarter.
"Our continuing drive to transform 8x8’s business and pace of innovation around all things CX has accelerated over the past year as we’ve made tremendous strides," said the CEO.
As we help organizations exceed expectations and deliver business success, we are seeing increased customer adoption of our contact center.
"Underscoring 8x8’s CX transformation, we are continuing to grow 8x8’s multi-product CX cloud platform and enhance it with new capabilities."
Indeed, 8x8 has unveiled several release waves for the 8x8 Contact Center over recent months. Notable new features include a conversational AI solution, conversation summaries for external CRMs, and a mobile workspace for supervisors.
Interestingly, it has also accelerated its sector-specific innovation. For instance, it launched a proactive outreach tool for housing associations last month.