Very few companies have fully realized the power of using a common platform for employee and customer interactions. Yes, Metrigy’s research shows that 62.8% of organizations have integrated their UC…
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Companies are flocking to voice biometrics and facial recognition for customer interactions. These technologies identify customers quickly, and save on average 30 to 60 minutes on each call or video…
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Workforce Optimization (WFO) is delivering significant value to companies that are trying to improve both agent and customer experience, while making contact center operations more efficient.
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Employees and customers both have more power than ever before. With hybrid workplaces as the new norm, the best employees can work or look for work anywhere in the world.…
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Don’t compromise security, performance when moving to Teams, Zoom, and others Business technology leaders are re-evaluating their communications and collaboration portfolios as they plan for the future workplace. The shift…
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What makes a great customer journey? And what are the warning signs of problems? CX technology can be a blessing and a curse.
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Businesses continue to deliver virtual options for customers to buy products, visit the doctor, take a class, and address service issues. With fewer people visiting physical locations following the COVID-19…
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Metrigy asked 476 organizations in North America, Western Europe, Southeast Asia, and Australia to rate their providers for calling, meetings, team collaboration and more. We evaluated two core metrics: ROI…
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Workforce Optimization (WFO) has become a staple in any sophisticated CX strategy. WFO comprises a variety of applications and analytics, some AI-enabled, that help CX leaders manage agent schedules and…
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Winning new customers is part of the battle; keeping them and growing the relationship is the other. AI-enabled CRM and sales-enablement tools help automate advancement of sales cycles. But once…
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