Global business communications platform provider 8×8 Inc. has been named a 2026 MetriStar Top Provider for Communications Platform as a Service (CPaaS) by research and advisory firm Metrigy. The recognition highlights the growing demand for customer engagement platforms that combine communications and artificial intelligence (AI).
The recognition is based on Metrigy’s Customer Experience MetriCast 2026 study, which surveyed 1,437 customer experience (CX) leaders across 10 countries in North America, Europe, and Asia-Pacific. The study found that 8×8 scored above average in business performance and customer satisfaction, with strong results in customer satisfaction (CSAT), revenue growth, platform reliability, and low-code and no-code application capabilities.
8×8 also received a 2026 MetriStar Top Provider recognition for Contact Center as a Service (CCaaS), showing the company’s larger customer communications portfolio.
“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 8×8, Inc. “This recognition from Metrigy validates our approach helping organisations improve customer satisfaction, drive growth, and simplify operations at scale.”
For businesses, especially those expanding digital customer services in markets such as the Philippines, CPaaS allows companies to add communication features like SMS, voice calls, WhatsApp, and chat directly into their applications without building the technology from scratch.
Metrigy said 8×8 stands out because it offers CPaaS, Contact Center as a Service (CCaaS), and Unified Communications as a Service (UCaaS) on a single platform. Instead of serving only software developers, the platform is designed to connect customer engagement tools across sales, customer support, field service, and other frontline operations.
The 8×8 platform includes messaging, voice, and video APIs, no-code campaign management through 8×8 Connect, conversational AI tools through 8×8 AI Studio, and omnichannel engagement across SMS, WhatsApp, email, web chat, voice, and other digital channels.
Metrigy’s research found that companies using CPaaS see the biggest business gains in improved customer satisfaction, followed by higher revenue and better employee productivity, reinforcing the growing role of cloud communications and AI in customer service.
Photo by Asterfolio on Unsplash