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VOICE IS STILL KING
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We hear a lot about digital channels in contact centers. But did you know 73.1% of all interactions use voice either initially or after a digital interaction, according to Metrigy’s Customer Insights and Analytics global research study?
Yep! Voice is still king, and it will be for a while. I don’t buy into the idea that voice eventually goes away–fully. Yes, about 4% of companies have eliminated voice, but they are not companies known for stellar customer service. The most important change CX leaders can make when it comes to how they interact with customers is expanding and integrating channels to give customers a choice. Some may always use webchat, others SMS, others social media, and others voice. But most will use a variety of interaction channels, based on where they are, the complexity of their issue, and the time they have available.
Cost is a factor to some companies that have eliminated voice. But is it really more cost-effective to communicate with text? Can you type faster than you can talk?
Check out Robin Gareiss’ full LinkedIn post here.
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Irwin Lazar’s Workplace Collaboration Study covers success strategies and deployment plans for tools, technologies, and management strategies for employee engagement including the following areas:
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Organizational strategies including buying influence, and convergence of contact center and unified communications
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Hybrid work strategies including remote device provisioning and office evolution
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Calling platforms including on-premises, cloud, and PSTN access strategies
All of this & more! Schedule your briefing here.
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Beth Schultz’s AdvancedCPaaS Study covers a look at the current state of adoption for CPaaS, and which platforms are most in use.
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Learn what’s driving use of and growth in CPaaS
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Understand how the most successful companies are using CPaaS
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Discover how enterprises are addressing management, security, and other challenges.
Schedule your briefing with Beth here.
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Robin Gareiss’ Customer Insights and Analytics Study covers the following questions:
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How do companies use customer insights?
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What tools do they use to get crucial information?
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How do both customer and employee performance analytics help improve business metrics?
Schedule your briefing with Robin here.
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Data-Backed Analyst Blogs
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Getting Proactive on Collaboration Security
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04.11.23 | 2 min | Beth Schultz
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The basic gist of federally mandated compliance orders should be easy to understand at this point: In regulated industries, companies must collect, store, and be able to retrieve employee communications for set periods of time… Read more
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Tap Collaboration Devices for Employee Experience Data
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04.24.23 | 6 min | Beth Schultz
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Collaboration devices play a key role in supporting employee experience, from extracting engagement data to improving hybrid meeting parity… Read more
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Apr 26 | 11am ET | Irwin Lazar
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Evolving Options for Microsoft Teams Calling
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Sharing Metrigy’s latest research to help you decide between Direct Routing, Operator Connect, and Calling plan, and understand the potential use of Teams Phone Mobile.
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May 3 | 11am ET | Robin Gareiss
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Using AI to Automate Customer Experience
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Leading companies are levering AI to automate functions that improve customer experience.
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May 16 | 11am ET | Robin Gareiss
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5 Vital Changes that Will Bolster Customer Success
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How do top-tier customer service organizations do it? What technologies and operational processes are crucial to their success?
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Alianza Provides Cloud PBX Option for Microsoft Teams
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Apr 18, 2023
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Alianza, a provider of a cloud-based unified communications platform for communications service providers (CSPs), has introduced “Alianza for Microsoft Teams.” Read more
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Glean Adds Generative AI for Enterprise Search, Knowledge Management
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Apr 18, 2023
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Glean has introduced a trio of generative AI features for its enterprise search and knowledge management platform. Read more
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Vyopta Releases User Experience Score
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Apr 18, 2023
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Vyopta, a digital collaboration experience management platform vendor, has announced availability of its proprietary User Experience Score, which uses an internally developed algorithm to assess overall health of organizational collaboration over time. Read more
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Zoom Eyes Employee Engagement with Workvivo Buy
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Apr 20, 2023
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Zoom has announced its intent to acquire Workvivo, an employee experience platform provider offering internal communication and engagement tools, a social intranet, and an employee app, accessible via mobile or desktop. Read more
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VOSS Aims to Streamline PSTN Service Provisioning
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Apr 24, 2023
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VOSS Solutions has introduced PSTN Automation for Cloud Calling, enabling service providers to provision PSTN connectivity services quickly and easily for UCaaS providers including Cisco, Microsoft, and Zoom. Read more
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Microsoft to Uplevel Viva EX Platform with Glint, Copilot
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Apr 24, 2023
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Microsoft delivered on its promise to bring its Glint workplace analytics and employee feedback application to its Viva employee experience platform, setting general availability of Viva Glint for July 2023. Read more
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Enterprise Connect 2023 Customer Experience Announcements
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Apr 24, 2023
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Not surprisingly, CX-related announcements from Enterprise Connect focused on artificial intelligence, specifically generative AI. Read more
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