By integrating contact center software with back-office apps, companies can improve employee productivity, customer satisfaction and ultimately their bottom line.
Read More
A real-world story of customer service gone wrong illustrates how and why good data maintenance is foundational to any CX journey.
Read More
In the contact center, the trend has long been clear: Cloud is the way forward.
Read More
Beth Schultz, VP of research and principal analyst at Metrigy, demonstrates how AI in financial services is being leveraged for customer experience and how text and voice agents are delivering…
Read More
An early pioneer with AI for communications platforms, Dialpad is now headed firmly into an agentic, fully autonomous future with a skills-based approach that will lead to a rich portfolio of granular service and support agents. What does this mean for the future of CX, including AI agents and their human counterparts? CEO Dialpad Craig Walker joins Metrigy’s Beth Schultz to share his vision.
Metrigy's new report proves the power of AI-Powered CPaaS to accelerate your CX, detailing how industry leaders achieve significantly higher CSAT scores and cut handle times.
Read More
Research shows that gen AI search delivers measurable CX gains, increasing the need to get knowledge management right.
Read More
Proactive outreach is emerging as one of the most transformative trends in customer experience (CX).
Read More
IVR systems have been the bane of customer service for decades. Now AI is stepping in to save us all from menu purgatory with smart, conversational call routing.
Read More
But, AI and other CX technologies aren’t replacing people – they’re making them better, smarter, faster and more successful.
Read More
