8×8 is launching a new technology partner ecosystem to transform the customer experience.
The 8×8 Technology Partner Ecosystem embeds innovative technologies into the 8×8 platform with persistent data to improve business intelligence and insights. Among the benefits of the integrations with over 30 new partners is leading AI capabilities that will empower businesses to introduce AI-driven customisable experiences flexibly.
Hunter Middleton, Chief Product Officer at 8×8, commented:
A one-size-fits-all approach no longer works. Instead, organisations expect their technology solutions and providers to innovate, adapt and evolve to meet their current and future business and customer needs. We are thrilled to announce the 8×8 Technology Partner Ecosystem and even more excited to partner with so many industry-leading, innovative CX vendors.”
The 8×8 Technology Partner Ecosystem aims to transform customer experience and engagement by implementing cutting-edge native integrations for businesses of all sizes without high overhead costs or needing complex development. SMBs are among 8×8’s target market as the solution offers large enterprise-grade technology in a more affordable and scalable package.
“The program complements our native AI-driven 8×8 XCaaS platform capabilities, giving enterprises the flexibility to build the right solutions to meet and exceed their customer experience goals,” Middleton added.
The 8×8 Technology Partner Ecosystem includes more than 30 partners, with the latest members encompassing Cognigy, Avoira, Awaken, Balto, Converse360, Cresta, Engage Hub, LogicDialog, PromptVoice, Roboyo, Skybox Communications and Syndeo.
“Our integration with 8×8 provides a seamless, robust handoff between our two systems, allowing organisations to focus on their own customers rather than their technology stack,” said Richard Brown, Director at converse360. “The 8×8 Technology Partner Ecosystem delivers the best of all worlds for us because, instead of competing against each other, we are working together to solve the CX needs of our joint customers.”
Specific Benefits of the 8×8 Technology Partner Ecosystem
The Ecosystem is built on 8×8’s XCaaS platform, and customers can enjoy next-generation technology and explore new integration categories through an open, ecosystem-first platform.
Customers can also experience a range of benefits, including the capacity to break down data barriers and surface data across various apps and interfaces to maintain conversational context during any handoffs between the 8×8 XCaaS platform and the partner integration. Customers can create customised solutions using available technologies, eliminating the requirement for expensive custom development or exorbitant costs.
Ecosystem members also experience programme benefits, such as the capability to collaborate with other partners on joint go-to-market strategies, including promotional support, sales enablement, and lead sharing. They can fully utilise the scope of platform-wide data to discover the potential of AI integrations and produce innovative customer experience solutions.
They can reach new customers, explore additional revenue streams, and address new customer use cases via the open, ecosystem-first platform.
8×8’s 2023 and Change at the Top
It’s been a busy time for 8×8, with significant changes to its C-suite in recent months.
8×8 appointed Samuel Wilson as its new Chief Executive Offer in May. Wilson had been acting as interim CEO since November 2022, stepping up to the role after 8×8 terminated the contract of then-CEO Dave Sipes with immediate effect. Wilson performed the CEO duties while the UC vendor underwent a candidate search following Sipes’ departure but was then appointed in the position permanently.
This preceded the appointment of Kevin Kraus as its new permanent Chief Financial Officer.
The week before Kraus’s appointment, 8×8’s stock price surged after an investor disclosed significant stakes in 8×8 and RingCentral, with filings seeking business combination discussions with management. Both filings, by investment fund Sylebra, were posted the previous Friday, 26th May. Following their postings, RingCentral and 8×8’s stocks grew by roughly 18 percent and 13 percent, respectively.
This development followed a murmur about a RingCentral acquisition of 8×8 last year after an unnamed Investing.com source told the financial news website that RingCentral had approached 8×8 about a possible takeover.
At the time of publication, however, deal rumours are based on inferences around the connection between Sylebra’s two filings. There was no mention of 8×8 in Sylebra’s RingCentral filing and vice versa. It is currently unconfirmed whether a merger or acquisition is Sylebra’s intention.
Meanwhile, 8×8 posted a positive ending to the financial year 2023 with a strong quarter. The company’s $250 million acquisition of Fuze started paying off, with $26.9 million of the total quarterly revenue and $111.3 million for the financial year. The earnings call meant 8×8 could continue paying off its debts, reward its shareholders, and plough money into technological innovations.
The Ecosystem also isn’t the first AI-centric product that 8×8 has released. In March, the vendor announced it had integrated AI across its products, including OpenAI’s Whisper model, throughout its XCaaS platform. To transform business, contact centre performance, and improve CX, 8×8 said it wanted to “build exceptional customer journeys, enhance team productivity, and empower leaders with advanced real-time insights”.
