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.
In the dynamic world of customer experience (CX), keeping agents engaged, efficient, and effective is a constant challenge.
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Tune in to discover which vendors have earned our prestigious MetriStar Top Provider Award across nine CX technology categories, and which additional providers get the nod on earning high customer sentiment ratings and a high percentage of companies in the category success group–and share in our big round of applause to all winners!
A critique of AI as part of the CX journey is that it will eliminate a customer-friendly human touch. But not every customer ask needs human attention.
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Most do, but not always with the same level of enthusiasm as businesses, according to Metrigy’s research.
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Developing a solid CX strategy is significantly harder than it once was. When do AI agents trump human agents? In a digital-first world, does voice still matter? And how important…
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Universal AI agents, operational management for AI, autonomous AI agent feedback are closer than you might think and may lead us to fully agentic AI-powered customer experiences.
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Loyalty programs can help organizations retain their most valuable customers with special offers. They can also gather useful marketing data, increase referrals and more.
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