8x8 has not "done a great job" of using its UC customer base to cross-sell its contact center offering, according to Samuel Wilson, 8×8’s Interim CEO.
Seeing significant opportunities in the CCaaS market, Wilson stated:
The first and most important thing, and we have not done a great job of this yet, is cross-selling our contact centre into that UC base.
The admission was made by Wilson during the company's third-quarter fiscal 2023 earnings call, where it was revealed that 8×8’s service revenue and total revenue had increased 18 per cent year-over-year.
During Q3, 8x8 also saw its cash flow from operations increase 72 percent year-over-year to $15.5 million.
Wilson took the opportunity during the call to state that 8x8 will focus on driving CCaaS innovation as a priority to further its already prominent market position.
He commented: "While UCaaS migration continues to create revenue and profit opportunities for efficient providers like 8x8, I believe the opportunities to differentiate based on stand-alone UCaaS are becoming increasingly rare.
"Our XCaaS platform, which delivers the high availability, scalability and security of a unified cloud native solution and a lower TCO is highly differentiated.
"By focusing on CCaaS innovation within the platform, we can continue to extend our leadership."
CX Today's Charlie Mitchell somewhat predicted that CCaaS would become more of a priority for 8x8 following the termination of employment for the company's former CEO, David Sipes, in November 2022.