Digital channels, like web chat, social messaging apps and chatbots, hold tremendous potential for customer engagement and support. And while there’s great appetite for them from both customers and businesses,…
Read More
The COVID-19 pandemic resulted in a massive shift of workers to the home, in 2021 IT leaders are planning for hybrid work strategies that support both home and in-office employees…
Read MoreThe use or planned use of artificial intelligence (AI) for customer experience (CX) initiatives has grown by 60.5% in just two years. An effective AI strategy has become essential to…
Read MoreAs the use of collaborations tools and platforms surges, new research from Metrigy emphasizes organizations need to focus on collaboration tool security to reduce risk. The COVID-19 pandemic has driven…
Read More
Microsoft Teams Phone System offers the opportunity to natively integrate calling features with Teams meeting and messaging capabilities. To achieve success, IT leaders must address factors including whether or not…
Read MoreNew capabilities from Microsoft and its partners, coupled with new offerings from its competitors, increase the enterprise options for Teams Phone System. Metrigy’s recently published Workplace Collaboration: 2021-22 global research…
Read MoreCompany, IT, services, and HR leaders must use the same provisioning, management, engagement, and security approaches that they use in the office. Metrigy’s recently published Workplace Collaboration: 2021-22 global research…
Read MoreCX leaders know artificial intelligence must be part of their technology strategy—if for no other reason, to gain competitive advantage. But “artificial intelligence” is somewhat a loaded term. It encompasses…
Read More
Team collaboration is rapidly evolving from an instant messaging replacement to a work-hub, integrating apps, data, and workflows. Metrigy's Workplace Collaboration 2021-22 research study gathered data on successful approaches for…
Read MoreCustomer experience (CX) leaders have been turning to technology to improve customer interactions for years. But those initiatives accelerated and became transformative in 2020, as agents moved to their home…
Read More