The rise of hybrid work since 2020 has driven an arms race among unified communications, or UC, and collaboration vendors to add new features to their offerings to achieve competitive…
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Now, an effective security strategy must both proactively protect against risks from misuse or unauthorized access to an ever-growing set of collaboration applications, while also enabling employees with the flexibility they need to evolve their collaboration capabilities to support remote and hybrid work.
Success comes from aligning HR, facilities, and IT toward a common goal. Metrigy’s recently published Unified Communications Management and End-points: 2021-22 study of nearly 400 organizations found that the office…
Moving to UCaaS doesn’t absolve IT of management responsibility. It requires continued proactive efforts to ensure high-quality voice and video experiences. The age of cloud communications has arrived. Metrigy’s data…
Voice and text can answer many cutomer inquiries. But in many cases, it would help contact center agents to be able to see what the customer sees, share screens, or cobrowse. In this webinar, we’ll review the types of visual engagement, why you should add new interaction channels, and what results you can expect. We also will cover the vendors that offer such solutions.
Audio and video devices can improve the remote working experience – so long as buyers know what to look for before provisioning. In an effort to improve the voice and…
The COVID-19 pandemic tested business continuity plans in ways never before imagined as employees largely shifted from in-office to home. This led to a rapid rise in adoption of cloud-based collaboration and communications applications including video conferencing and messaging to enable distributed worker engagement. Moving forward, successful organizations must go beyond simple point applications to leverage the ability to integrate workflows and collaboration services.
There’s no doubt that the pandemic, and the resulting shift to work-from-home, drove massive adoption in video conferencing. Metrigy’s research shows that video is now the new voice, with 60.9% of companies using it for all or most meetings and calls (even for 1:1 calls), and 75.0% saying that video is an important or business critical technology to support operations.
Along with the shift to work from home has come the rapidly rising adoption of Microsoft Teams as the predominant business video meeting application, with more than 75% of companies now using it. Now, as organizations reopen offices, a successful video strategy requires ensuring high quality experiences regardless of location, enabling equal meeting experiences for those both in meeting rooms and working from remote locations. To achieve success, IT and business leaders must turn their focus toward optimizing both in-office meeting spaces and personal video devices to support hybrid work.
Virtual assistants, voice biometrics, and video are making good contact centers great.
When it comes to improving the customer experience, there is no shortage of new technologies that can help differentiate you from your competitors. During this webinar, we’ll focus on three areas that will boost your customer satisfaction: Virtual assistants, voice biometrics, and video-enabled communications. Each of these either relies upon or can be improved with artificial intelligence.
Join Robin Gareiss, CEO & Principal Analyst with Metrigy, and Paul Lang, Head of Avaya’s Contact Center Solutions Marketing, to learn about how you can use AI in your contact center, what you should do next—and why. Robin and Paul will discuss the following:
– How can you use virtual assistants to help both agents and customers? With 71% of contact centers planning to use at least a basic virtual assistant by 2022, how extensive should your virtual assistants’ roles be—and what kind of business success can you expect?
– With voice fraud on the rise, how can you make customer interactions more secure—while improving customer satisfaction and reducing time on calls while you’re at it?
– We’ve all become well-versed in video for personal and professional conversations. So why is video for your customer interactions becoming a must-have, and how can AI boost the value of video? What’s driving 57% of companies to use video in the contact center, and what kind of business success can you expect?
Virtual assistants, voice biometrics, and video are making good contact centers great.
When it comes to improving the customer experience, there is no shortage of new technologies that can help differentiate you from your competitors. During this webinar, we’ll focus on three areas that will boost your customer satisfaction: Virtual assistants, voice biometrics, and video-enabled communications. Each of these either relies upon or can be improved with artificial intelligence.
Join Robin Gareiss, CEO & Principal Analyst with Metrigy, and Paul Lang, Head of Avaya’s Contact Center Solutions Marketing, to learn about how you can use AI in your contact center, what you should do next—and why. Robin and Paul will discuss the following:
– How can you use virtual assistants to help both agents and customers? With 71% of contact centers planning to use at least a basic virtual assistant by 2022, how extensive should your virtual assistants’ roles be—and what kind of business success can you expect?
– With voice fraud on the rise, how can you make customer interactions more secure—while improving customer satisfaction and reducing time on calls while you’re at it?
– We’ve all become well-versed in video for personal and professional conversations. So why is video for your customer interactions becoming a must-have, and how can AI boost the value of video? What’s driving 57% of companies to use video in the contact center, and what kind of business success can you expect?
