It’s that time of year again when we look at the results of the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) to help navigate the lay of the land. We’d like to thank Gartner for recognizing 8x8 alongside eight other vendors as some of the most well-regarded solutions around the globe for CCaaS technology. This is now the tenth consecutive year that 8x8 has placed in the Gartner Magic Quadrant for CCaaS.

This year, 8x8 improved in completeness of vision which is a direct result of the investment we have made in our CCaaS solution. We are proud of our progress, especially since multiple CCaaS providers still do not qualify to be in the report.

Over the last year, we have made significant improvements in the 8x8 Contact Center solution, bringing more features and capabilities to market that are intuitive and flexible. Some of our new features and capabilities include enhancements to Agent Workspace and Supervisor Desktop, AI-enabled self-service, transcriptions, and summaries to create more efficiency within the workforce, and improvements to our Microsoft Teams integration allowing agents to collaborate with experts outside the contact center—without leaving the customer interaction.

Based on our results in the MQ, it is clear we are moving in the right direction. We continue to innovate in 2024, with features like Video Elevation, which is helping our customers troubleshoot concerns remotely, speeding up time to resolution and saving the company from sending valuable resources on site unless absolutely necessary.

Let’s take a look at why Gartner recognized 8x8 for the tenth year in a row:

#1: One platform for CCaaS, UCaaS, and CPaaS, easy to implement with strong value

We engineered the 8x8 Platform for CX that enables organizations to deliver internal and external communications, with flexible integration options to further customize your CX operations, all from one platform. It is through the power of these integrated solutions (and their data) that delivers the ability to easily interact with customers, empower every employee across the business, and enable true business agility.

Our 8x8 Platform also makes it possible for our customers to take advantage of best-in-class AI/ML for another layer of customization or the ability to further tailor experiences to fit evolving customer needs. In essence, you can use BOTH proprietary AI and leading solutions to really have the ultimate freedom and flexibility to design and personalize customer experiences. It also offers ease of implementation and strong value for price, aligning well with purchasing requirements. This is the need we’ve heard time and time again from contact center and IT leaders, and we’ve answered that call.

#2: Depth of Microsoft Teams integration

8x8 Contact Center for Microsoft Teams is a Microsoft-certified solution that provides a full suite of omnichannel contact center functionality integrated with Teams to simplify customer engagement workflows and ignite collaboration across your organization.

With 8x8 Contact Center for Microsoft Teams, managers and supervisors can stay ahead of changing customer expectations with complete voice and digital channel support, intelligent routing, and proactive self-service options—everything needed to resolve problems quickly and create exceptional customer experiences. Our Microsoft Teams integration within Agent Workspace allows agents to collaborate with experts outside the contact center—without leaving the customer interaction.

#3: Single data model

At 8x8, we bridge CX gaps across your organization, eliminating tech and data silos to create a seamless ecosystem where every interaction—whether internal or external—flows together as part of one consistent customer journey. We connect your teams and your customers globally, ensuring that your communications are unified and reliable no matter where they happen.

We do that by bringing together business communications and contact center capabilities into one integrated platform, built on a global, secure, and reliable cloud infrastructure. This means that whether you're connecting teams internally or serving your customers, everything operates seamlessly on a single platform. 8x8’s data aggregation across multiple customer information sources enables strong contact routing and analytics capabilities for organizations that may otherwise lack such capabilities.

What are other analysts saying?

As expected, the market is buzzing with discussion after the report was released and the feedback has been pretty interesting. People have taken notice that very few vendors have moved in a positive direction according to the quadrant dynamics. Dave Michels, Lead Analyst for TalkingPointz, always has some great perspective on these reports and called out 8x8 as one of the few vendors that visually improved year over year!

Zeus Kerravala, Founder and Principal Analyst at ZK Research, also posted some interesting thoughts. We appreciate the call out that we are the strongest in our quadrant, even though our dot placement may not reflect that. One thing for sure is we will continue to innovate to help our customers improve on real business outcomes because that’s really what this is all about. Helping our customers solve their biggest CX challenges is the best reward we can get.

Why customers choose 8x8

At 8x8, we don’t just deliver communications tools—we empower your entire business to succeed by unifying your customer experience and driving meaningful outcomes. Our approach is built on three core pillars that differentiate us and ensure your success: unify CX, one platform and partner, and limitless potential.

We bring together all your business communications on a single platform, giving every team the power to deliver seamless, consistent customer experiences. From sales to support, every interaction becomes part of a connected journey. This helps you break down silos, gain a complete view of your customers, and turn every touchpoint into an opportunity to meet—and exceed—their expectations. When CX is unified across your business, it doesn’t just elevate customer satisfaction, it powers your ambitions.

Why manage multiple vendors and systems when you can have it all with one trusted partner? We give you one platform that integrates all your communications—voice, video, messaging, and contact center. What makes our platform truly unique is its ability to unify customer interaction data across apps, teams, and touchpoints, providing your entire organization with a single source of truth. You don’t need to stitch together solutions or worry about gaps between systems. With 8x8, you get one partner who’s committed to your success, helping you streamline operations, improve efficiency and reduce costs. Our platform is built to scale with you, no matter the size or scope of your business. This means less complexity, fewer headaches, and a partner who’s with you every step of the way to ensure you’re achieving the outcomes that matter.

We know that your ambitions don’t stop at solving today’s challenges—you’re looking to the future. With 8x8, your business is equipped for limitless potential. Our platform is designed to scale with your growth and evolve as your needs change, allowing you to tackle new opportunities and challenges with confidence. Whether you’re focused on improving customer satisfaction, driving operational efficiency, modernizing your legacy systems, or mitigating risks, 8x8 delivers limitless results. From smarter AI-driven insights to global reach, our platform empowers you to achieve more than you ever thought possible.

These three pillars—unify CX, one platform & partner, and limitless potential—are what make 8x8 uniquely positioned to help you succeed. We don’t just connect teams and customers; we help you transform every interaction into a driver of growth and long-term success.

Contact center is critical to 8x8’s investment strategy and commitment to innovation. And it’s only getting better, we are very excited about what’s coming in the future!

Want to know more about 8x8 and our Contact Center as a Service solution?

Watch a demo, or read more about our strengths by downloading a complimentary copy of the Gartner Magic Quadrant for Contact Center as a Service.