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8x8 says it's raising the bar for cloud communications with 99.999% global uptime SLA

Mon 16 Aug 2021

8x8’s integrated cloud as-a-service solution has been selected as the company’s first financially-backed and platform-wide solution that provides 99.999% global uptime service level agreement (SLA).

The 8x8 eXperience Communications as a service (XCaaS) is a cloud solution that includes contact centre capabilities, as well as video and audio conferencing, team chat, embeddable apps, and CPaaS APIs. 

XCaaS, which is built on the 8x8 eXperience Communications Platform, now provides guaranteed uptime for organisations that require reliability for their offices and workforces.

8x8’s chief product officer Dejan Deklich says that organisations that support hybrid workforces also understand that productivity and responsiveness must be maximised whilst ensuring that their company remains operationally resilient.

Deklich says the company’s 99.999% uptime SLA across the company’s UCaaS and CCaaS will help to raise the bar for cloud communications.

“[It] enables organisations around the world to focus on driving their business forward by exceeding their employee communications and customer engagement objectives.”

ZK Research founder and principal analyst Zeus Kerravala adds, “Now more than ever, organisations recognize that employee communications and contact centre uptime and reliability is critical for success, especially as they shift to a hybrid workforce. 

“They expect the highest levels of service, and the 8x8 XCaaS global SLA across both employee communications and contact centre provides organisations with a single point of accountability and confidence.”

8x8 also operates a cloud infrastructure across 35 regions globally to provide high availability active-active service delivery, all whilst ensuring geographic redundance. Further, the company builds in four levels of redundancy at the infrastructure, platform, data, and geographic layers.

The company aims to deliver ‘high quality and reliable global connectivity’ to help organisations adhere to data residency requirements and to provide business resilience.

Earlier this year the company was named a Major Player in the IDC MarketScape for Worldwide CPaaS. The company was recognised for embedding CPaaS into its integrated cloud communications and contact centre platform.

IDC Worldwide Telecommunications Research, research vice president Courtney Munroe, says, 

“The CPaaS market remains one of the fastest-growing IT segments, benefiting from a surge of adoption as organisations drive digital transformation and customer engagement requirements. Enhancing the customer experience by leveraging voice and digital channels has become a critical component for building brand recognition.

“8x8 was recognised as a Major Player in the IDC MarketScape for Worldwide CPaaS, and should be considered by organizations requiring a broad range of integrated cloud communications, contact centre and CPaaS capabilities with reliable global support.”

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