Businesses today are continuing to look to cloud innovation to transform the way their employees and customers communicate and engage. The ever-changing requirements of life and work demand extreme agility and lightning-fast responsiveness — but all of these have become a challenge to deliver upon with the disparate unified communications (UC) and contact center (CC) solutions deployed in 2020.

That is why organizations are embracing a new era of integrated cloud UC and CC solutions, which 8x8 pioneered with its industry-leading service offering, the 8x8 Platform, that integrates contact center, voice, video, chat, and APIs on a single cloud platform. Research firm Metrigy, in a survey of 700 companies across 12 countries and 23 industries, found that 77% of the organizations have or are now planning to integrate their unified communications and contact center technologies; 62% with a single provider.

But that’s not all they found. Their statistics are just a start to 11 data points that prove the measurable value of investing in experience communications. Here they are:

  1. Organizations that integrate UC and CC with a single vendor, empowering the contact center and the rest of the business to communicate, collaborate and share insights achieve a 37% improvement in agent efficiency. - Metrigy, Integrated Unified Communications/Contact Center Drives Measurable Business Value
  2. Organizations that integrate UC and CC with a single vendor experience a 14% decrease in costs. - Metrigy, Integrated Unified Communications/Contact Center Drives Measurable Business Value
  3. Those that integrate UC and CC with a single vendor achieve a 57% customer rating improvement from customers receiving faster and better responses and first-contact resolution through the help of organizational Subject Matter Experts (SMEs). - Metrigy, Integrated Unified Communications/Contact Center Drives Measurable Business Value
  4. Businesses that invest in an integrated UC and CC solution see a nearly 100% revenue improvement for the areas affected by the integration (for example, a contact center that handles a particular product and now taps into non-agent experts not just to help close cases, but to close cross-sell and upsell sales opportunities). - Metrigy, Integrated Unified Communications/Contact Center Drives Measurable Business Value
  5. By 2024, organizations providing a total experience (TX) will outperform competitors by 25% in satisfaction metrics for both CX and EX. - Gartner, Top Strategic Technology Trends for 2021: Total Experience
  6. Unified communication-enabled contact centers see a 50% increase in agent productivity, a 2.9x average handle time improvement year-over-year and an 80% decrease in customer complaints. - Aberdeen, The ROI of Uniting Unified Communications and Contact Center
  7. 85% of organizations that have deployed an integrated cloud communications platform (UC + CC) have experienced increased customer satisfaction. - 2021 State of Business Communications Report
  8. 84% of organizations that have deployed an integrated cloud communications platform (UC + CC) have experienced increased employee productivity. - 2021 State of Business Communications Report
  9. 82% of organizations that have deployed an integrated cloud communications platform (UC + CC) report it has increased the business’s agility and flexibility. - 2021 State of Business Communications Report
  10. 81% of organizations using an integrated cloud communications platform (UC + CC) say it has improved business resilience. - 2021 State of Business Communications Report
  11. 80% of those who have deployed an integrated cloud communications platform have experienced increased sales. - 2021 State of Business Communications Report

Want to learn more about the 2021 State of Business Communications Report referenced above? Check out the infographic here. 

Want to learn more about 8x8 experience communications platform offering? Check out this solution brief.