We are happy to share some insights about 8x8 drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.
We recently published three Ventana Research 2023 Contact Center Suites Buyers Guides, an assessment of technology vendors and products that provide individual and combined 
contact center and agent management platform support. We developed three technology assessment and buyers guides to focus on overall Contact Center Suites requirements as well as specific Agent Management and Contact Center use-cases.
In all of our Buyers Guides we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact center suites. We evaluated 8x8 and 21 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our benchmark research on contact center suites and agent management.
In the overall Contact Center Suites Buyers Guide, our analysis classified 8x8 as a vendor of Merit, placing 16th overall with a score of 53.5%. 8x8’s best performance came in Customer
Experience at 61.6%, ranking 16th, due in part to its 15th place ranking in TCO/ROI. In Product Experience, 8x8 placed 16th at 51.7% due to low performance in Capability. 8x8 did not participate in the RFI process.
8x8’s Product Experience was impacted by its 46.4% performance in Capability, where it could enhance its workforce management capabilities and deepen its analytic offerings.
Customer Experience was impacted by its 60.7% performance in TCO/ROI, where it could improve how it articulates the value proposition and specific operational benefits of its systems.
8x8 performed best in Customer Experience, notably in Validation, where its 62.4% performance was due to a strong pivot to focus on contact center technology improvements in 2023, suggesting better future results.
In the Agent Management Buyers Guide, our analysis classified 8x8 as a vendor of Merit, ranking 11th in the overall research with a 53.8% performance. 8x8’s best performance came in Product Experience at 51.7%, ranking 
11th, due in part to its 10th-place ranking in Usability. In Customer Experience, 8x8 placed 12th at 61.6%, with a 60.7% performance in TCO/ROI. 8x8 did not participate in the RFI process.
8x8’s Product Experience was impacted by its 56.5% performance in Adaptability, where it could increase the scope of roles able to manage data locking parameters. Its Product Experience was also impacted by its 44.1% performance in Capability, where it could flesh out more of its agent management capabilities as it is not presently in line with the current market. Customer Experience was impacted by its 60.7% performance in TCO/ROI, influenced by its lack of clear direction on what investments are being made in Total Cost of Ownership.
8x8 performed best in Product Experience, notably in Usability, where its 57.3% performance was due to its strong user and agent experience. In addition, 8x8’s decent technology architecture and uptime reliability led to its 59.9% performance in Reliability.
In the Contact Centers Buyers Guide, our analysis classified 8x8 as a vendor of Merit, placing 14th overall with a score of 53.9%. 8x8’s best performance came in Customer Experience at 61.6%, ranking 15th, due in part to its 
14th-place ranking in TCO/ROI. In Product Experience, 8x8 placed 15th at 52.0% due to low performance in Adaptability. 8x8 did not participate in the RFI process.
8x8’s Product Experience was impacted by its 46.0% performance in Capability, where it could look to improve its interaction-handling analytics. Other areas of potential improvement include its interaction-handling analytics and its process automation features.
Customer Experience was impacted by its 62.4% performance in Validation, where it could better show how prospects and customers can access pricing information.
8x8 performed well in TCO/ROI, where its 60.7% performance was due to its strong business case process. In addition, 8x8’s easy-to-use UI/UX led to its 12th-ranked performance in Usability. 8x8 also scored well on measures of company viability, and how well its technology integrates with business communications tools.
This assessment was based on 8x8 eXperience Communication Platform and was available in July of 2023.
This research-based index is the most comprehensive assessment of the value of contact center suites software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included vendors that wish to learn more can click here. Click below to read the individual reports:
ISG Software Research
ISG Software Research, part of Information Services Group, provides authoritative market research and coverage on the business and IT aspects of the software industry. We distribute research and insights daily through the ISG Software Research community, and provide a portfolio of consulting, advisory, research and education services for enterprises, software and service providers, and investment firms. Sign up for free community membership to receive email notifications on research and insights.
