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.
From the value of cloud voice to combatting downtime and, of course, AI in the voice channel, voice services maven Barbara Dondiego, CEO of AVOXI, shares her insider’s perspective on the state of the art in providing voice support for customer service engagements.
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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Metrigy has published its second-annual ranking of CCaaS providers, based on market share, financials, market share momentum, product mix, customer sentiment, and customer business success. In this episode, discover why NICE gets the No. 1 spot–again–and find out which other vendors made the cut.
Metrigy's 2024 research reveals a significant shift in how businesses are embracing artificial intelligence (AI) to enhance customer experience (CX).
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Organizations have ramped up their use of communications platform as a service and APIs to expand communication channels between customers and contact center agents.
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Research and advisory firm Metrigy released its Customer Experience MetriCast 2024 market research study of 12 key technology areas driving successful customer interactions.
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