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…
Metrigy’s MetriStar Award program recognizes top providers in 14 categories based on customer ratings and business success metrics. CEO Robin Gareiss and Chief Data Scientist Matt Craig give us an overview, and share key takeaways… plus highlight what’s next on our research agenda.
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.
Eric Krapf, Enterprise Connect GM and program co-chair, talks about what to expect at this year’s event, from the mainstage to the expo floor.
Research and advisory firm Metrigy announced winners of its 2023 Customer Experience MetriStar program in 14 key technology areas driving successful customer interactions.
Metrigy’s Customer Experience MetriCast 20223 study gathered data from 1,700 end-user organizations to provide insight into purchasing plans and vendor supporting client experience. In this webinar we’ll share a snapshot of market forecasts, vendors, spending, what technologies correlate with CX success:
Topics include:
– Contact center platforms
– CRM
– CPaaS
– Workforce optimation
– Conversational AI
– Contact center management
– Voice of the customer
– Self-service knowledge base
-Marketing automation
-Agent assist
In this research report, Metrigy explores the unique challenges and opportunities for midsize enterprises implementing a VoC strategy as well as the impact of these programs on key business metrics.
I’ve always noted a disconnect between what’s presented at conferences or written in blogs — and what customer experience (CX) leaders tell me as we advise them or as they participate in research interviews about contact center architecture.
Five9 is one of the leading CCaaS providers, and it’s made its mark innovating in AI-enabled technologies that support functions such as agent assist and automation.
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