8×8 Announces XCaaS

New cloud communications deployment model will erase the boundary between UCaaS and CCaaS

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Published: May 19, 2021

Sandra Radlovački

Sandra Radlovački

8×8, a leading integrated cloud communications platform provider, yesterday announced Experience Communications as a Service (XCaaS), a cloud communications deployment model that erases the boundary between Unified Communications as a Service (UCaaS) and Contact Centre as a Service (CCaaS). XCaaS enables organisations to support the communications requirements of all employees to deliver outstanding customer experiences.

Commenting on a large community of UCaaS, CCaaS and technology analysts at the 8×8 Analyst Summit, 8×8 CEO Dave Sipes said:

“As is in other markets, such as CRM and ERP, when organizations transitioned from legacy, on-premises systems to SaaS and cloud deployment models, fragmentation occurred resulting in multiple disparate solutions across the enterprise. XCaaS eliminates communications silos, brings the employee experience and customer experience back together, and helps drive the cloud communications industry forward significantly.”

8×8 XCaaS is a unique single platform for both employee and customer experience, which encompasses fully integrated, cloud-native contact centre, voice, team chat, meeting and Communications Platform as a Service (CPaaS) capabilities. 8×8 is built on a resilient, secure and compliant cloud platform, and offers the highest levels of reliability. 8×8 is backed by the industry’s only UCaaS and CCaaS platform-wide 99.99 uptime SLA.

Brian Himstedt, Sr. Director of Technology at The Kansas City Royals, said: “8×8’s integrated cloud communications and contact center platform provides us the flexibility and resilience to quickly manage all employee and customer interactions from any location or device.”

“With XCaaS, it’s not just the operational value when it comes to the platform. It’s the data insights and the ability to which you can make those insights readily available across the organization to help us provide a better customer and fan experience.”

8×8 XCaaS is made to adapt to today’s dynamic, critical workplace requirements by offering:

  • High Availability Platform: ensures consistent, global service delivery across all employee and customer communications backed by a platform-wide SLA. Delivers the highest levels of security, privacy, compliance and data residency adherence through a single framework and policy.
  • Company-Wide Collaboration: offers one organisation-wide directory with shared real-time presence and seamless contextual transfers between voice, video and chat interactions.
  • Unified Administration: provides a single provisioning and configuration console for all employee communications along with single pane system-wide monitoring and reporting and mix and match user types.
  • Shared Integrations: delivers a single integration framework across contact center and cloud communications for more than 50 third-party apps, including Microsoft Teams, to simplify the technology footprint and extend it to new use cases and workflows.
  • Cross-Platform Analytics: provides relatable, cross-platform data sets that deliver real-time insights from every interaction, as well as more powerful AI and machine learning and a complete view of customer journeys across the organisation. Managers and supervisors are able to provide real-time feedback using advanced natural language processing (NLP), machine learning and AI.

Andrew Halliwell, Product Director, Virgin Media Business, said: “This past year has highlighted that the siloed, inflexible communications bundles of the past will not be sufficient for the future of work. 8×8’s open cloud platform with a full complement of integrated, modular capabilities allows us to deliver a highly differentiated solution to the market that advances the communications, collaboration and engagement needs of our customers.”

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