Metrigy Blog

Integrating employee experience and customer experience data opens a host of opportunities for driving business value. As we edge closer to the start of a new year, revisiting employee experience (EX) for 2023 should be very much on the minds of HR and other business leaders—and,...

Though much of the Customer Experience (CX) discussion today focuses on non-voice, digital channels, the truth is that the majority of interactions depend on good, old-fashioned voice. What’s more, the value of using voice has improved, thanks to the ability to provide insights and AI-enabled assistance...

Recent industry events point to more UC vendors adopting a platform approach as market competition heats up. The last several weeks have been busy for the unified communications (UC) market. Google, Microsoft, Cisco, and Zoom held customer events, releasing a slew of new features, while RingCentral...

UCaaS is becoming more popular as carriers roll out more sophisticated and integrated packages to users. Learn why it might make sense to consolidate your vendors. Unified communications as a service continues to pick up steam. More than 45% of companies use UCaaS for their communications...

Companies such as Haiilo, Happeo, and LumApps look to ease the ability to keep employees informed and engaged. As I noted in my previous post for WorkSpace Connect, employee experience spending looks strong for 2023, chiefly driven by the need to bolster initiatives in support of...

Companies are increasingly adopting and spending on self-service and conversational artificial intelligence to improve Customer Experience (CX). Artificial intelligence (AI) and machine learning (ML) bolster self-service, with data and automation working hand in hand with them....

While the lyrics to The Who’s song “Going Mobile” refers to going home, going mobile has increasingly become a way of life for the hybrid worker regardless of location. Until recently, going mobile meant either using a unified communications (UC) client on a personal or...

As adoption of Unified Communications-as-a-Service (UCaaS) has grown, many organizations are continuing to rely on custom-hosted, on-premises, or hybrid solutions to meet their communications needs....

Smart self-service is core to NICE’s vision of CX interaction fluency. With CCaaS in such high demand today, it’s hard to imagine the term disappearing from our communications lexicon. But should it? One key market player, NICE, believes so. “CCaaS is too constrained. Interactions is the point,”...

As we advise enterprise customer experience (CX) leaders, one fairly consistent area of deficiency is using automation to improve agent performance and/or customer satisfaction. Sure, most companies use some automation, but the customer experience is one area where the job is truly never done....

Content collaboration is merging with unified communications. Are you prepared? Unified communications (UC) strategies for the last several years have largely focused on the consolidation of real-time applications, including calling, meetings, and messaging, into an integrated user experience. More recently, many UC vendors have expanded their...