Metrigy provides guidance on leading CPaaS players in its annual CPaaS MetriRank report, now available for 2024 for subscribers of our MetriCast Service.
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Agent assist helps agents drive revenue—and solve customer service issues.
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Artificial Intelligence (AI) continues to transform customer experience (CX) in remarkable ways. According to Metrigy's latest research, the role of AI showcases significant implications for how businesses manage and enhance…
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In the ever-evolving landscape of customer experience (CX), companies are continuously refining their strategies to stay ahead of the curve.
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Metrigy’s Customer Experience Optimization 2024-25 global research study of 544 companies provides insights into how companies perceive and respond to the pace of innovation.
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In the ever-evolving landscape of customer experience, organizations are constantly striving to improve their interactions with clients. Metrigy's recent Customer Experience Optimization 2024-25 research study sheds light on the state…
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Successful contact center RFPs are built on collaboration, vendor research, countless questions and answers, scorecards, shortlists, trial runs, bakeoffs and the final decision.
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Technologies like agent analytics, video conferencing, collaboration tools, workforce management applications and cloud software can help manage remote contact centers.
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The alarming rise in contact center turnover rates negatively impacts agent morale, customer interactions and ROI. In many ways, AI is seen as both the cause and the solution.
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Businesses use contact center outsourcing to alleviate agent understaffing, expand customer service and reduce costs, but loss of control and service inconsistency are concerns.
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