Services for Organizations

Using our research, best practices and expertise, we help you understand how to optimize your business processes using applications, information and technology. We provide advisory, education, and assessment services to rapidly identify and prioritize areas for improvement and perform vendor selection

Consulting & Strategy Sessions

Ventana On Demand

    Services for Investment Firms

    We provide guidance using our market research and expertise to significantly improve your marketing, sales and product efforts. We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.

    Consulting & Strategy Sessions

    Ventana On Demand

      Services for Technology Vendors

      We provide guidance using our market research and expertise to significantly improve your marketing, sales and product efforts. We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.

      Analyst Relations

      Demand Generation

      Product Marketing

      Market Coverage

      Request a Briefing

        Market Perspectives

        << Back to Blog Index

        8x8 Brings Clarity of Purpose to Digital Communications

        The impacts of the coronavirus pandemic are still affecting the market as organizations look to focus on business continuity for future operations and to fulfill the requirements of a hybrid workforce. Organizations must meet the expectations of the workforce and customers who require digital communication that is straightforward and easily available to provide engagement and sufficient experience in using the technology. Digital communication software allows organizations to facilitate collaboration between the workforce and customers, ensuring that operational challenges are tackled any moment of the day or even in catastrophic events.

        VR_Digital_Biz_2022_Coverage_Logo-18x8 is a business communications software-as-a-service (SaaS) provider of 8x8 XCaaS, or Experience Communications as a Service, an integrated voice communications, video, chat, contact center and SMS solution built on one global cloud communication platform to power the communications requirements of all employees globally as they work together to deliver differentiated customer experiences. The cloud-based phone system offers free and unlimited calls to any domestic number, including within the United States, Canada, the United Kingdom, Ireland, New Zealand and Australia, as well as unlimited SMS messages and faxes. New users can transfer their original phone number from their previous provider to protect branding. Several features are available to improve the customer calling experience, including Ring Groups, which allows users to distribute calls in a set pattern to balance workloads and handle larger call volumes. Video conferencing allows up to 500 participants to communicate in high-definition video and audio with end-to-end encryption. Conferences can be live streamed to an unlimited audience on YouTube or shared as a YouTube video. Organizations can personalize meetings with a custom URL, logo and background. Participants can meet using their desktop or mobile browser and utilize a live transcription and subtitles service (currently offered in English). In 8x8 Team Chat, users can message anyone in an organization’s global directory privately or in a group. Other platforms such as Skype and Webex can connect to 8x8, allowing teams on different platforms to communicate and share files. Other applications can be integrated on the 8x8 eXperience Communications Platform using APIs like embedding video as a service within other platforms and applications. 8x8 eXperience Communications Platform emphasizes the importance of improving the worker’s and customer’s experience in business communications. By offering a unified communications solution that is secure, reliable and includes several integrations, 8x8 believes that users can stay connected under any circumstances.

        Black swan events like the coronavirus pandemic have proven the importance of business continuity. With communications being the foundation of operational readiness, organizations should reevaluate their VR_2022_Digital_Communications_Assertion_1_Square-1current software. Cloud communication products should be secure and accessible from mobile devices in emergencies where traditional computers may not be available. Ventana Research asserts that by 2024, two-thirds of organizations will determine unified communications is ineffective to support secure and seamless interactions across devices and people.

        To ensure business operations continue for all workers, 8x8 expanded its digital communication offering to provide a cloud contact center software option, which includes the ability to route inbound and outbound interactions, call and screen recording and a virtual agent. Voice over IP phones and accessories are also available to integrate with the software. Digital communication is the backbone of organizations in the modern age of business operations. 8x8’s cloud communication offerings provide options to any size organization that would like to focus on improving business continuity and customer engagement.

        8x8 operates in a highly competitive market, bringing together unified communications and collaboration in a digital communication suite but they will need to further expand their offering to support not just chat and messaging but also forums for dialogue both inside and outside of the organization. If your organization is looking for a unified approach to digital phone, conferencing and chat support to simplify the digital experience across your workforce, you should evaluate 8x8’s approach toward modernizing digital communication technology. Ventana Research recommends that every organization include in their evaluation of digital communication solutions the close examination of the digital experience that the vendor offers for all roles and responsibilities.

        Ventana Research

        Ventana Research

        Ventana Research, now 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 Ventana 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.


        Our Market Perspective Policy

        • Ventana Research’s Market Perspectives are fact-based analysis and guidance on a vendor’s business, industry and technology trends. Each Market Perspective presents the view of Ventana Research using its established subject matter expertise on new developments, business and technology trends, findings from our research, or best practice insights.

          Each is prepared and reviewed in accordance with Ventana Research’s strict standards for accuracy and objectivity to ensure it delivers reliable and actionable insights. It is reviewed and edited by the firm’s product management team and is approved by the Chief Research Officer; no individual or organization outside of Ventana Research reviews any Market Perspective before it is published. If you have any issue with a Market Perspective, please email them to

        View Policy

        Subscribe to Email Updates

        Posts by Topic

        see all

        Market Perspectives Archive

        See All