We are happy to share some insights about 8x8 drawn from our latest market research, Ventana Research Buyers Guide: Digital Communications, which assesses how well providers’ offerings meet buyers’ requirements.
We recently published four Ventana Research Digital Communications Buyers Guides, an assessment of technology providers and products that provide individual and combined 
Digital Communications, basic suite, platform and premium suite support. At Ventana Research, we continue to believe that, for most use-cases, there is a clear choice for digital communications for any use in your enterprise. We developed four technology assessments and buyers guides to focus on overall Digital Communications requirements as well as specific basic suite, platform and premium suite 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 provider selection process for digital communications. We evaluated 8x8 in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the provider (TCO/ROI and provider validation).
In the overall Digital Communications Buyers Guide, our analysis classified 8x8 as a provider of Assurance, receiving an overall grade of B++ with a 75.5% performance. 8x8’s best
grouped results came in Product Experience with a 76.6% performance and a B++ grade, due in part to its A- in Usability. In Customer Experience, 8x8 received a B grade with a 68.2% performance, due to its 68.4% performance in TCO/ROI.
8x8’s B++ grade in Product Experience was impacted by its B+ in Capability, where it could invest further in its platform and specific tools for advanced support in chat, meetings and analytics. Customer Experience was impacted by its B grade in Validation, where it can provide more information related to its services and support.
8x8 performed best in Product Experience with a B++ grade, notably receiving an A- in Reliability due to its support for business continuity and overall support for the category. In addition, its advancing focus on experiences and intelligence in its products were critical for its Usability rating. In Customer Experience, it performed better in TCO/ROI where the information available on its website helps provide insight to the value of an investment in its products.
In the Digital Communications Basic Suite Buyers Guide, our analysis classified 8x8 as a provider of Assurance, receiving an overall grade of B++ with a 77.5% performance. 8x8’s
best grouped results came in Product Experience at 80.3% performance and a B++ grade due in part to its A- in Usability. In Customer Experience, 8x8 received a B grade with a 68.2% performance due to its 68.4% performance in TCO/ROI.
8x8’s B++ grade in Product Experience was impacted by its 75.5% performance in Adaptability, where it could improve on customization flexibility and integration support related to tasks and business processes. Customer Experience was impacted by its 68.1% performance in Validation, where it could highlight more case studies and references for buyers and make improvements in the contract-to-invoice process for its customers in the sales and onboarding.
8x8 performed best in Product Experience with a B++ grade, notably receiving an A- in Usability due to its ease of accessibility and rich user experience. In Usability, 8x8 was also able to showcase a robust product roadmap and investments boosting its credibility in this category. 8x8’s breadth and quality of product tools to evaluate TCO and quantifying benefits of the platform for prospective buyers led to its B in TCO/ROI.
In the Digital Communications Platform Buyers Guide, our analysis classified 8x8 as a provider of Assurance, receiving an overall grade of B++ with a 75.6% performance. 8x8’s best grouped results came in Product Experience at 77.3% performance and a B++ grade due in part to its A- in Usability. In Customer Experience, 8x8 received a B grade with a 68.2 % performance due to its 68.1% performance in Validation.
8x8’s B++ grade in Product Experience was impacted by its B+ in Capability, where it could invest further in its platform and specific tools like generative AI (GenAI) for advanced support in chat and insights generation. Customer Experience was impacted by its B grade in TCO/ROI, where it can provide more information related to its cost-saving opportunities.
8x8 performed best in Product Experience with a B++ grade, notably in Usability, receiving an A- due to its optimization of user experience in the category. In addition, its adaptability to UI requirements per specific roles and flexibility to reduce time in executing tasks through screen design were critical for its Usability rating. In Customer Experience, it performed better in Validation, where the information available on its website helps validate CX, key success stories and pricing of its products.
In the Digital Communications Premium Suite Buyers Guide, our analysis classified 8x8 as a provider of Assurance, receiving an overall grade of B++ with a 75.6% performance. 8x8’s
best grouped results came in Product Experience with a 76.8% performance and a B++ grade, due in part to its A- in Usability. In Customer Experience, 8x8 received a B grade with a 68.2% performance due to its 68.4% performance in TCO/ROI.
8x8’s B++ grade in Product Experience was impacted by its B+ in Capability, where it could provide more training and compliance support. Customer Experience was impacted by its B grade in Validation, where it can provide more information related to its services and support.
8x8 performed best in Product Experience with a B++ grade, notably in Usability, receiving an A- due to its integration of AI/ML and optimization efforts for enhancing user experience. Its advancing focus on accessibility and enriching its products with intelligence were noteworthy in this category. In Customer Experience, it performed best in TCO/ROI, where the information available on its website helps provide insight to the value of the investment in its products.
This assessment was based on 8x8 Experience Communications Platform, v. March, 2024 and was available in March of 2024.
This research-based guide is the most comprehensive assessment of the value of digital communications software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included software providers that wish to learn more can click here. Click below to read the individual reports:
Digital Communications Overall
Digital Communications Basic Suite
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.
