Agent assist helps agents drive revenue—and solve customer service issues.
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Research and advisory firm Metrigy released its CPaaS MetriRank 2024 report, identifying the Top 10 providers leading the market today and best positioned for long-term success.
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Metrigy’s second-annual ranking of CPaaS providers is out! Find out which providers made the Top 10, and why–and which missed the cut-off but are on our watchlist.
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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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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In this episode, Jonathan Rosenberg, Five9’s CTO and head of AI, and Metrigy’s Robin Gareiss discuss the huge changes coming to customer experience in the next several years, driven largely by generative AI and contextual data.
