In May 2021, 8x8 introduced a cloud communications deployment model that erases the boundary between Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). At the launch, we discussed how it’s relevant today. We also shared a host of analyst opinions on it which is built on the resilient, secure, and compliant 8x8 platform.

In the short time since we introduced our experience communication platform, we’ve seen other companies begin using the term, competitors looking to bring together a similar offering, and more analyst commentary with the launch of 8x8 platform’s first composed experience, Frontdesk.

First, from Metrigy CEO and Principal Analyst, Robin Gareiss, in her MetriNote: 8x8 Unveils Frontdesk Integrated Solution:

“8x8 has announced a solutions-based offering stemming from its “eXperience Communications as a Service” (XCaaS) integrated platform. The 8x8 Frontdesk solution supports the role of a receptionist with a new interface that combines both its Unified Communications (UC) and contact center capabilities. Unlike traditional operator consoles or switchboards, which require separate applications, Frontdesk eliminates the need for additional applications or third-party solutions by natively enabling capabilities within the 8x8 Work app, including voice, video, and team chat.

“Receptionists get organization-wide visibility into the status of the entire workforce, across all locations, along with the ability to filter users by site. Then, they can prioritize and connect incoming callers to employees and/or call queues, regardless of the employees’ role, location, or device.

“8x8 Frontdesk crystallizes the concept of integrated platforms with a targeted solution.... By leveraging an integrated platform of multiple communications and collaboration apps, companywide, organizations will save on operational costs, improve the efficiency of employees, and boost customer satisfaction by routing calls more appropriately.”

“8x8 Frontdesk crystallizes the concept of integrated platforms with a targeted solution.”

Next, from TalkingPointz Founder and Principal Analyst Dave Michels in his TalkingPointz Insider Report September 2021 #EC21: “Last year, I combined Meetings and Messaging into a single section. UC and CC may be next. 8×8 announced at EC21 the general availability of Frontdesk. This is part of the 8×8 XCaaS family and likely the next big evolutionary phase of enterprise comms. First there was voice, then UCaaS, then came CCaaS, WEMaaS, and CPaaS. We are now seeing the suites (bundles) of these services. Frontdesk is likely the start of a blurring rather than bundling of services.

“Frontdesk fills the gap between UC and CC by giving receptionists a set of advanced routing and queuing features. It also offers status and availability of an entire organization (across both 8×8 and Teams users).”

“This is part of the 8×8 XCaaS family and likely the next big evolutionary phase of enterprise comms.“

And last, but never least, from Zeus Kerravala, Founder & Principal Analyst at ZK Research in his No Jitter post, 8x8 Modernizes Receptionist Tools With Frontdesk: "8x8 moves on its XCaaS vision with a tool that aims to bring receptionists into the future of hybrid work: “This product is 8x8’s first proof point of its XCaaS offering that combines UCaaS and CCaaS on a single, cloud-native backend. This trend is hot now, and almost every unified communications (UC) and contact center (CC) vendor is trying to evolve its portfolio to bring a unified solution to the market.

“What has been difficult to answer is what the benefits are other than purchase order simplicity. I believe Frontdesk is an excellent example of what can be built on a unified backend, which validates 8x8s go-to-market shift with XCaaS.

“Frontdesk deployment is easy and requires no additional hardware, since it runs in the 8x8 Work application with a wide-screen view. Receptionists can do their jobs in the office or at home, which is ideal for a world where hybrid working has become the norm.

“It’s important to note that one of the pillars of XCaaS is personalized experiences. 8x8 provides custom filters, so users can tailor the look and feel of Frontdesk, their contact lists, and annotate personal information for each contact. I was glad to see 8x8 call this out, as I believe the era of composable communications has arrived. Composability should lead to greater customization, so we can all work the way we want.”

“As an analyst, I’ve been bombarded with every UC and CC vendor pushing their integration story. I liked the 8x8 Frontdesk announcement as it gave a tangible proof point for its version of its unified backend, XCaaS.”

[Related: Read Zeus’ eWeek analysis of 8x8’s Frontdesk offering here or watch his ZKast episode featuring a discussion on Frontdesk.]

Interested in learning more about Frontdesk? Read the solution brief here.