These factors make CCaaS a perfect starting point for Metrigy’s inaugural MetriRank vendor ratings report.
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Virtual assistant, or chatbot, is one of those technologies consumers either love or hate. A chatbot can be a godsend when all that’s needed is a quick answer to a basic question. Go deeper than that and, well, the experience tends to sour.
With automated customer surveys, organizations can get data in real time to improve their marketing, sales and customer service strategies. And AI’s role is still growing.
A lot of factors drive the move from on-premises to multi-tenant, cloud-based contact centers, from aging infrastructure to smaller, nimbler business operations.
The fast pace of generative AI product announcements continues unabated, across each of Metrigy’s core research areas: customer experience (CX), employee experience, and workplace collaboration.
Organizations with on-premises contact centers don’t need to make a full cloud migration to modernize their systems. CPaaS can enable cloud features and drive key business metrics. On-premises contact centers…
The ChatGPT chatbot promises to change enterprise communications, both internally and with customers. Seemingly overnight, with OpenAI’s December 2022 release of the ChatGPT chatbot, the promise of artificial intelligence (AI)…
Root your technology decisions in quantifiable, verifiable evidence — invest in a customer insights and analytics program. Making uninformed decisions always introduces risk. Yet, CX leaders frequently decide on technologies,…
A look at Bandwidth’s freshly -released Maestro cloud platform illustrates the benefits of a cloud orchestration layer. The pace of innovation for customer engagement is rapidly accelerating; the number of…
Move over full-code communications-as-a-service (CPaaS) platforms, low-code options are the preference today among companies using multiple approaches, according to Metrigy’s recently published Advanced API & CPaaS Development 2023 global research study of 400 organizations.
