When the Rules Change, What Matters Doesn’t

For ten straight years, 8x8 earned a spot in Gartner’s CCaaS Magic Quadrant. This year, we’re not in it. Why? Because Gartner changed the inclusion criteria — shifting the focus to mega-enterprise contact centers with very specific scale metrics.

Our strategy didn’t change. And our customers? They’re delivering bigger, bolder outcomes than ever. Because when the rules shift, what matters doesn’t:

Clarity. Confidence. Results that move business.

This isn’t about our customers, our technology, or our performance. It’s about thresholds — not outcomes.

And our priorities remain unchanged — we’re here to empower every customer, from 50 seats to 10,000, to cut through the chaos, gain clarity, and deliver standout experiences.

Gartner’s New Rules for the 2025 MQlink to this section

In 2025, Gartner introduced new inclusion thresholds designed for very large, globally distributed contact centers. The most limiting threshold is an “average seat size” requirement of more than 100 agents per customer.

That criterion overlooks vendors like us who help organizations of every size solve real customer challenges. Outcomes matter more than averages. For context, the typical contact center in the U.S. is about 70 agents.

Gartner has listed us as an Honorable Mention, noting:

“8x8 Contact Center offers relevant technology in this market, but did not meet the requirement for average seat size.”

What Changedlink to this section

• New rules, new focus. The CCaaS MQ now centers almost exclusively on mega-enterprise buyers.
• Not a reflection of capability. Our absence is about thresholds, not technology, performance, or customer outcomes.
• A decade of recognition. From 2014 through 2024, 8x8 appeared in the CCaaS MQ every year.

Gartner Peer Insights: The Customer Voicelink to this section

Analyst reports provide perspective. But the clearest validation comes directly from customers. And over the past year, our average Gartner peer review score is an industry leading 4.7/5.

Here’s what they’re saying on Gartner Peer Insights in 2025:

“Our experience with 8x8 has been outstanding… The design is very intuitive and easy to use. Reporting makes it simple to see the queue and user status to properly staff and manage performance.”

Operations Manager

Healthcare and Biotech

“8x8 is a forward-thinking, adaptable organization that puts the customer’s needs first. The product is simple to administer, with all the expected features a CX solution should have.”

Chief Information Officer

Retail

These reviews reflect what matters most: how well 8x8 helps organizations cut through the chaos, gain clarity, and deliver better customer experiences.

Other Analyst Perspectiveslink to this section

Gartner isn’t the only lens on this market. Other analysts provide important—and often more relevant—evaluations:

• Forrester Wave™ (Q2 2025): Strong Performer. 8x8 was recognized as a strong fit for organizations seeking a simpler, integrated platform with global telephony strength and high customer satisfaction.
• DMG Consulting. Highlights 8x8’s product depth, time-to-value, and customer support.
• Peer Reviews (G2, TrustRadius). Consistently cite ease of use, speed of deployment, support quality, and value.

Our Strategy Remains the Samelink to this section

The 2025 CCaaS MQ doesn’t change our direction—because our customers haven’t changed. We remain focused on enabling organizations of every size to deliver clarity and confidence at every interaction:

• One platform that unifies UC, CC, and CPaaS — with deep Microsoft Teams integration.
• Pragmatic AI that drives better coaching, sharper analytics, and real productivity gains.
• A robust ecosystem of pre-built, native-like integrations with leading CX tools and AI models — enabling seamless data flow, faster agent workflows, and embedded experiences inside the tools customers already use.
• Simplicity that scales — faster time-to-value, less consulting, and lower total cost.
• Global reliability on a carrier-grade backbone — built for distributed workforces.

What Matters Most

We don’t control Gartner’s rules. What we do control is our innovation, our execution, and our commitment to customers.

Ten years of recognition is something to be proud of. But our real recognition comes every time an agent resolves a customer issue faster, every time IT gains visibility across channels, and every time a business delivers a better experience because of 8x8.

That’s the only quadrant that will ever matter, as our brand campaign shouts out loud, The Power of You, you being our customers.