8x8 named MetriStar top provider for CPaaS & CCaaS

8x8 has been named a MetriStar Top Provider for Communications Platform as a Service by Metrigy as part of its 2026 awards programme.

It also received MetriStar Top Provider recognition for Contact Centre as a Service in the same programme, based on Metrigy's Customer Experience MetriCast 2026 study. The research surveyed 1,437 customer experience leaders across 10 countries in North America, Europe and Asia-Pacific.

Metrigy found that 8x8 scored above average on business success and customer sentiment. It highlighted customer satisfaction improvement, revenue growth, platform reliability, and the quality of no-code and low-code applications as key strengths.

The recognition comes as companies reassess how they manage customer communications across messaging, voice, video, and contact centre systems. Many are moving away from separate tools in favour of platforms that combine customer interaction data, automation, and service operations.

Broader portfolio

Metrigy highlighted 8x8's broader communications portfolio as a differentiator, noting that it is among a relatively small group of vendors offering CPaaS, CCaaS, and UCaaS on a single platform.

That position reflects a wider market shift. Communications software providers are trying to appeal not only to developers building messaging functions, but also to customer service, sales, and operations teams that want those tools integrated more closely with broader workflows.

At 8x8, the CPaaS business includes messaging, voice, and video application programming interfaces, along with tools for multichannel campaign management, delivery analytics, and conversational AI design. The platform supports engagement across SMS, WhatsApp, voice, email, web chat, and other digital channels.

Metrigy's research also found that improved customer satisfaction remains the strongest business benefit of CPaaS deployments. Revenue growth and employee efficiency gains followed, suggesting that buyers continue to judge these platforms on both customer outcomes and internal productivity.

Market direction

The result shows that the CPaaS market is being judged on more than access to messaging interfaces. Analysts and buyers increasingly want proof that communications tools can connect with contact centres, campaign management, and AI-based automation in ways that support day-to-day customer operations.

That trend is especially relevant as companies adopt conversational commerce and omnichannel communication strategies. Vendors are under pressure to show they can support customer journeys across multiple channels without forcing businesses to stitch together separate systems.

For 8x8, the latest recognition strengthens its position in a market where scale and product breadth are becoming more important. The company has sought to position CPaaS as part of a broader customer experience stack rather than as a separate toolkit aimed only at software teams.

Metrigy's research reinforced that approach by describing CPaaS as a programmable layer that extends beyond the contact centre into functions such as sales, field service, and frontline operations. That suggests demand is shifting toward platforms that can serve both technical teams and business users.

One practical result is the growth of no-code and low-code tools, which let non-specialist teams build or adjust customer engagement flows more easily. Metrigy's scoring, which highlighted application quality in this area, suggests ease of use is becoming a more visible factor in vendor selection.

Sylvain Chaperon, General Manager, CPaaS at 8x8, said this reflects broader customer demand.

"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," said Sylvain Chaperon, General Manager, CPaaS at 8x8.

"This recognition from Metrigy validates our approach helping organisations improve customer satisfaction, drive growth, and simplify operations at scale," he said.