8×8 has been named Metrigy’s 2026 MetriStar Top Provider for Communications Platform as a Service (CPaaS), reflecting the growing demand for integrated communications platforms that combine messaging, artificial intelligence, and customer engagement tools.
The company also received MetriStar Top Provider recognition in the Contact Center as a Service (CCaaS) category. The awards were based on Metrigy’s Customer Experience MetriCast 2026 study, which surveyed 1,437 customer experience leaders across 10 countries in North America, Europe, and Asia-Pacific.
The recognition comes as customer expectations continue to evolve. Today, consumers expect more than quick responses — they want to move seamlessly between messaging apps, phone calls, email, and live chat without repeating information, while increasingly relying on AI to make interactions faster and more personalized.
For businesses, delivering that kind of connected customer experience has become just as important as the products and services they offer.
Businesses seek connected, AI-powered customer engagement platforms
IMAGE CREDIT: 8×8
According to Metrigy’s Customer Experience MetriCast 2026 study, organizations using 8×8 reported above-average results in customer satisfaction, revenue growth, platform reliability, and the quality of 8×8’s no-code and low-code application tools.
For Sylvain Chaperon, General Manager for CPaaS at 8×8, the recognition reflects a broader shift in how companies think about customer engagement.
“Most of the companies we work with aren’t just looking for a messaging API — they need the whole chain: campaign management, AI, analytics, and a contact center that talks to all of it,” he said.
Rather than relying on disconnected communication tools, many businesses are now looking for platforms that connect every customer interaction into a single ecosystem.
This allows organizations to manage conversations across multiple customer touchpoints — from sales and marketing to customer support and field operations — without relying on disconnected systems.
Customer conversations become strategic assets for business success
The findings mirror a broader trend across industries, where customer experience has become a key competitive differentiator.
According to Metrigy’s research, businesses adopting CPaaS solutions cited improvements in customer satisfaction as the biggest benefit, followed by stronger revenue performance and greater employee productivity.
Metrigy highlighted 8×8’s integrated communications portfolio as a key differentiator, noting that 8×8 is among a small number of vendors offering CPaaS, CCaaS, and UCaaS within a single platform. The research highlighted 8×8’s approach to treating CPaaS not as a standalone developer toolkit but as a programmable layer across the CX stack — extending customer engagement capabilities beyond the contact center to sales, field service, and frontline teams.
The 8×8 CPaaS portfolio includes global messaging, voice, and video APIs; 8×8 Connect for no-code multi-channel campaign management and real-time delivery analytics; 8×8 AI Studio for low-code conversational AI design; and omnichannel engagement solutions including WhatsApp Flows for interactive in-app customer experiences.
The platform supports engagement across SMS, WhatsApp, voice, email, web chat, and other digital channels.
As consumers continue to expect faster, more personalized, and more convenient digital interactions, businesses are investing not only in artificial intelligence but also in the communications infrastructure that allows every customer conversation to feel connected.
In that sense, the recognition is less about a technology award and more about a larger transformation: customer conversations are becoming one of the most valuable assets a business can build.
