8x8 has enjoyed a busy start to 2022, launching solutions centered on XCaaS, a deployment model that blurs the line between CCaaS and UCaaS.
Alongside its new Conversation IQ tool - which surfaces interaction insights, trends, and sentiment –the 8x8 Agent Workspace is an excellent example of how the vendor innovates with XCaaS.
The solution aims to enhance hybrid agent experiences, hinging on a design-led user interface (UI) that delivers an intuitive experience, blending UCaaS collaboration capabilities with an advanced CCaaS solution.
David Sipes, CEO of 8x8, believes that such ingenuity will differentiate its vendor proposition. During a recent earnings call, he said:
As the only fully-owned unified cloud-based UC and contact center platform, 8x8 XCaaS is uniquely positioned to capitalize on this opportunity and advance our industry.
"We are leading the innovation and offering customers new experiences, advanced AI-driven analytics, and a modern, intuitive interface."
The 2021 8x8 acquisition of Fuze – a fellow UCaaS and CCaaS vendor – has powered much of this innovation while allowing the provider to expand its global footprint.
In addition, the deal offered the opportunity for XCaaS upgrades and cross-sells, enabling 8x8 to grow its total enterprise customers to 1,320.
Yet, not all of these opt for the native 8x8 XCaaS capabilities. Indeed, many are integrating the 8x8 CCaaS platform with Microsoft Teams – in line with the rapid global surge to the leading UCaaS platform.
Discussing how 8x8 plans to seize upon this trend, Sipes stated:
