A digital workplace, by any name, is where it’s the enterprise buzz is at. But what is a digital workplace? According to the people who use one, it’s the hub in which employees not only collaborate with peers, but also manage most of their work.
Metrigy’s research shows that more than most companies now use Microsoft Teams for collaboration, messaging, and meetings. Adoption of Teams Phone for PSTN voice calling is relatively low in comparison, but is growing rapidly as companies begin to realize the benefits of leveraging Teams for both collaboration and as their enterprise phone system.
BlueJeans, a Pioneer in video meetings, reaches end of life – and we can learn three significant things with its sunsetting. Verizon Business’ announcement on August 16 that it was…
Just as it is for customer experience, sentiment data is critical for understanding employee experience. This makes voice-of-the-employee applications just as important to optimizing EX as voice-of-the-customer software is to guiding CX transformation.
The CCaaS market is highly competitive and it can be overwhelming to choose among the options. Here’s how to start assessing the cloud platforms.
Businesses that collect customer feedback are more likely to create positive experiences and address issues. Analyzing feedback can show deeper insights into customer sentiment.
As likely as not, when you hear the term “Communications Platform as a Service,” or “CPaaS,” chances are the first thing that pops to mind is “SMS.” Perhaps rightly so—messaging…
A well-rounded CX team is essential for meeting and exceeding customer expectations when engaging with a company.
When customer experience (CX) leaders or consumers talk about AI in customer service, chatbots are at the forefront of the discussion. But chatbots aren’t producing the success metrics they should be—at least not yet.
The biggest value of generative AI is to automate tasks—keeping in mind that the algorithms are trained on language, not truth, so the ability to put guardrails around data becomes vital to the success of generative AI in business. How can businesses and consumers use the technology?
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