8x8 Grows Contact Center Solutions with Acquisition of Quality Software Assets

8x8, a provider of cloud-based unified communications and contact center solutions, announced that it has agreed to purchase certain assets of privately-held Quality Software Corp. (QSC), a developer of cloud-native quality management capabilities and analytics, and two affiliated companies—including QSC’s proprietary software and all associated intellectual property for $3 million in cash and $1.3 million in stock compensation.

QSC is one of the newest players in the call center performance and analytics marketplace based in Florida with a development center in Romania. QSC offers a modern, Web-based solution for the cloud, with a set of monitoring capabilities for high-touch interactions and a personalized customer experience—including call recording, screen capture, live monitoring, agent evaluations, speech transcription, reporting and detailed analytics. 8x8 plans to unveil a new cloud-quality management product for its virtual contact center solution by the end of the year.

As part of the transaction with QSC, 8x8 intends to hire QSC CEO Ryan Morrissey, as well as the company’s development team in Romania. Morrissey will serve as 8x8’s new senior director of product strategy, cloud quality management solutions.

"8x8 is already the driving force behind the business communications market disruption, and with the QSC integration, we expect to lead the same level of disruption for quality management in the enterprise," said Vik Verma, CEO, 8x8, in a statement. “Quality management and analytics are an integral part of our customer experience strategy and are already demanded by most of the larger contact centers today. With the agility of QSC’s cloud solutions, these capabilities can be easily delivered to many other groups beyond the call center, adding value to key lines-of-business such as sales, help desks and other essential customer engagement functions throughout the enterprise.”

“We are excited to be part of the 8x8 team as the company makes its push into the enterprise and continues to grow in the mid-market," said Ryan Morrissey, CEO at Quality Software Corporation. “Traditionally, the quality management market has been dominated by dated, on-premises solutions, so QSC’s cloud-based innovations bring a new level of flexibility and ease of adoption. Together, we look forward to targeting broader market opportunities in the U.S. and internationally, as well as increasing our engineering capacity in Romania to support major quality management initiatives—with a keen focus on new workgroup and line-of-business solutions for the enterprise.”