For anyone in enterprise technology, the Gartner Magic Quadrant is an incredibly influential annual report benchmarking the various players in the market. For some end-user companies, “The Leaders,” or those companies in the famous upper right quadrant, become the short list of vendors they evaluate when considering a new system.
But this blog post is not about recapping this year’s Magic Quadrant for Unified Communications as a Service – you can download it here for yourself. I thought instead, I would talk about some of the trends I’m seeing that really impact one of the two major factors in how Gartner ranks vendors.
Although there is some subjectivity in how Gartner ranks providers, there is also a brilliant simplicity to how it breaks down the two axis along which they plot included companies. One is “ability to execute,” which is an area where our company, our partners and our resellers continue to excel. But since my last blog post focused on our outstanding FY 2016, which is in itself, a direct reflection of our strong focus and consistent execution, I thought I would spend some time today discussing the other axis – “completeness of vision.”
As a technology provider, vision is an incredibly important element in why customers ultimately decide to do business with you. Enterprises want to know that you have a clear vision for the future and how technology trends will impact what you offer. Without that vision, companies may end up implementing a system that doesn’t integrate well, doesn’t scale or becomes outdated very quickly.
However, this vision cannot be limited to just technology. It also needs to be tied to societal and generational trends that impact our workplace. Here are two examples – one technology-related and the other societal – where 8x8’s vision for the future is mapping to trends in the industry that will impact our company, our partners, our customers and ultimately the end user.
The Convergence of Unified Communications and the Contact Center
Historically, unified communications and contact center technologies have been disparate systems within the enterprise driven by a number of things. These include the diverse technology needs of the broad workforce versus the contact center; vendor fragmentation in the marketplace resulting in no single homogeneous communications platform; and the lack of ability of both technologies to scale to meet the demands of companies large and small. With the evolution of cloud-based unified communications (UCaaS) and contact center (CCaaS), and the consumerization of IT within both the contact center and broader workplace, this is now changing.
This convergence is leading to Enterprise Communications-as-a-Service (ECaaS) – a highly scalable, cloud-based system that connects UCaaS and CCaaS into a single platform. This shift is critical as flexibility and scalability are the two essential components in accommodating the future of work in the enterprise. We’re helping to lead this convergence.
Did Someone Say Future of Work?
The future of work is all the rage in workplace and technology circles as companies try to better understand how changes in work styles and cultures of global businesses will impact the systems they put in place to enable and support employees, partners and customers. But this is not about latching on to the latest buzz term to make us relevant. Very few enterprise markets will be more impacted by the future of work than ECaaS.
Here are a couple of examples of how:
These are just two of the areas 8x8 is leading in both innovation and vision in order to provide our global customers with the most flexibility possible as they continue to tackle the technological and generational challenges they face. There are a number of other areas we’re watching, but it is safe to say that this approach of, “one eye on the future,” has served us well in the Gartner Magic Quadrant.
A special THANK YOU to our team, our partners and our customers for giving us the ability to see past our nose and still execute well. We’re excited and honored to be named a Leader by Gartner for the fifth consecutive year.
Publish Date: August 25, 2016 5:00 AM
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
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OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
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