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8x8 Buys Cloud Contact Center Vendor Contactual

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September 12, 2011

8x8 Buys Cloud Contact Center Vendor Contactual

By Erik Linask, Group Editorial Director

In a move that will likely come as a surprise to many in the communications industry, 8x8 (News - Alert) has just announced its acquisition of contact center vendor Contactual.

In reality, the merger is more of a logical evolution of a four-year collaborative relationship – 8x8’s contact center customers have actually been using Contactual’s (News - Alert) cloud-based services.

8x8, one of the pioneers of the cloud-based services market, having started its business back when hosted was the term of choice. The company has seen significant growth since, and the Contactual deal not only furthers its commitment to the cloud services space, but truly gives it a full suite of cloud services now, addressing the voice and video communications needs of SMBs and enterprises, as well as their call center needs.

8x8 has been making a push up-market from its roots in the SMB market and, according to Huw Rees (News - Alert), vice president of business development, has seen similar trends customers buying its contact center services.

“We are seeing growth in both the number of customers buying the services and the size of the customers buying those services,” Rees told me at ITEXPO (News - Alert) West in Austin.

The Contactual acquisition also brings with it an international client base – something 8x8, considering its success and growth, likely found attractive. Though Rees said there aren’t any definitive plans for expanding 8x8 services into international markets – yet – he did say there are no plans to shut down any of Contactual’s international operations, which include Canada, Australia, Japan, and the UK.

With a four-year service integration test run, the opportunity for 8x8 to continue to leverage the global cloud movement and move into global markets plays into its continued expansion into the enterprise space, which brings with it a natural international flavor.

“We are very familiar with the technology and have built close relationships with the operations and technical staff,” added Rees. “They have done a great job building reliable services that are in line with 8x8’s reliability standards.”

Erik Linask is Group Editorial Director of TMC, which brings news and compelling feature articles, podcasts, and videos to 2,000,000 visitors each month. To see more of his articles, please visit his columnist page. Follow Erik on Twitter (News - Alert) @elinask.

Edited by Erik Linask

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