Before organizations migrate their existing phone systems into Microsoft Teams, they need to select the right telephony architecture that fits their business needs.
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Differences in agent performance can negatively impact customer ratings, but AI can help identify and guide low performers on how to improve.
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Teams Phone can handle lightweight use cases, while integrating with dedicated contact center platforms.
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Lower turnover and improved employee satisfaction are two benefits from the use of workforce engagement tools, according to Metrigy’s latest research.
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In this episode, Metrigy’s Diane Myers, senior research director, walks us through the just released 2025 CCaaS MetriRank, our third-annual ranking of top providers offering cloud contact center.
Proactive customer service can help businesses keep customers more engaged, yet tools to support the strategy might cost more than CX leaders are willing to spend.
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Has customer service gotten worse? Customers and businesses disagree on the answer to that question.
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Artificial intelligence (AI) is rapidly becoming a game-changer for businesses worldwide, with organizations increasingly integrating AI solutions to streamline operations, improve customer experiences, and make more informed decisions.
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As we head deeper into the age of artificial intelligence, the adoption of AI in businesses continues to accelerate at an unprecedented pace. Every year, Metrigy provides a comprehensive analysis…
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Even customer service agents in the contact center often have upsell quotas. AI provides transformational value for boosting sales.
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