In the rush to automate customer interactions with sophisticated AI agents, an easy trap to fall into is thinking the traditional phone call is a relic of the past. Roadmaps…
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For years, the contact center industry has been grappling with a fundamental question: Are AI agents better than humans, or do human agents still reign supreme?
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As communication, collaboration, and customer engagement channels grow, and AI becomes commonplace, security and compliance risk are increasing as well. Companies must proactively secure these platforms to protect customer data,…
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Based on customer sentiment scores and business success metrics, five providers have earned recognition as top providers in Metrigy’s 2025 MetriStar award program for workplace collaboration. Specifically, these customer-based awards…
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The rise of generative AI is leading to many changes for customer experience (CX), not the least of which is the need for a new set of assurance and testing…
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The CPaaS MetriRank 2025 report, now available for subscribers of our MetriCast Service, showcases the top 10 CPaaS leaders.
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For many companies, establishing a strong knowledge management discipline is a critical necessity for moving forward with AI-powered initiatives aimed at assisting contact center agents and facilitating self-service customer interactions.
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Too often, knowledge management got short shrift over the years. The result at many companies: a disarray of knowledge sources that couldn’t be relied on to provide consistently accurate and…
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Few, if any customer experience (CX) leaders would argue that being able to use their company’s knowledge content for customer interactions leads to an improved experience for them. But consistently…
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In the ever-evolving world of customer experience (CX), the human element remains paramount.
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