By integrating contact center software with back-office apps, companies can improve employee productivity, customer satisfaction and ultimately their bottom line.
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A real-world story of customer service gone wrong illustrates how and why good data maintenance is foundational to any CX journey.
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In the contact center, the trend has long been clear: Cloud is the way forward.
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For years, the contact center industry has been grappling with a fundamental question: Are AI agents better than humans, or do human agents still reign supreme?
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Beth Schultz, VP of research and principal analyst at Metrigy, demonstrates how AI in financial services is being leveraged for customer experience and how text and voice agents are delivering…
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An early pioneer with AI for communications platforms, Dialpad is now headed firmly into an agentic, fully autonomous future with a skills-based approach that will lead to a rich portfolio of granular service and support agents. What does this mean for the future of CX, including AI agents and their human counterparts? CEO Dialpad Craig Walker joins Metrigy’s Beth Schultz to share his vision.
Metrigy's new report proves the power of AI-Powered CPaaS to accelerate your CX, detailing how industry leaders achieve significantly higher CSAT scores and cut handle times.
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Research shows that gen AI search delivers measurable CX gains, increasing the need to get knowledge management right.
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Based on customer sentiment scores and business success metrics, five providers have earned recognition as top providers in Metrigy’s 2025 MetriStar award program for workplace collaboration. Specifically, these customer-based awards…
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The rise of generative AI is leading to many changes for customer experience (CX), not the least of which is the need for a new set of assurance and testing…
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