8x8, Inc.

Overview

1. "How the company got here" 8x8, Inc. was founded in 1987 as Integrated Information Technology, focusing initially on designing computer chips and graphics cards. The company rebranded to 8x8 in 1996, shifting its focus to the videoconferencing market. It went public in 1997 and later ventured into Voice over Internet Protocol (VoIP) services, even briefly changing its name to Netergy Networks before reverting to 8x8. Over the years, 8x8 has grown through strategic acquisitions, expanding its offerings in cloud communications and customer experience solutions. 2. "What it actually does" 8x8 provides cloud-based communication and customer experience software for businesses. Essentially, they offer a suite of tools that help companies manage how they talk to their customers and how their employees communicate with each other. This includes services like business phone systems, video conferencing, team chat, and more sophisticated customer service platforms. 3. "8x8 Work" This is 8x8's offering for unified communications as a service (UCaaS). Think of it as a comprehensive digital toolkit for all employees within a company. It bundles together business phone services (VoIP), team messaging, video meetings, and collaboration features into a single application. This allows everyone in the organization, from sales teams to administrative staff, to communicate and work together seamlessly, whether they are in the office or working remotely. 4. "8x8 Contact Center" This segment is designed for businesses that handle a high volume of customer interactions. It's a cloud-based contact center as a service (CCaaS) solution that helps companies manage customer engagement across various channels like phone calls, emails, chats, and social media. Features include call routing, agent performance tracking, and tools to help customer service representatives resolve issues efficiently. This is crucial for companies that want to provide excellent customer support. 5. "8x8 Communications APIs (CPaaS)" This part of 8x8's business focuses on providing "communications platform as a service" (CPaaS). This means they offer tools (APIs - Application Programming Interfaces) that allow other businesses to embed communication features directly into their own applications or digital services. For example, a company could use 8x8's APIs to add features like in-app chat, voice calls, or SMS messaging to their software, creating a more integrated experience for their users. 6. "What management is betting on now" 8x8 is heavily investing in artificial intelligence (AI) to enhance its platform. They are integrating AI across their services to improve customer experiences, boost employee productivity, and streamline operations. This includes developing AI-powered assistants, analytics tools, and automation features. The company aims to be a leader in AI-driven communication solutions, helping businesses resolve issues faster and create more personalized interactions.