Working in the industry or as an IT or CX professional, you have certain expectations of the customer service engagements you experience in your personal life. Knowing the state of…
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Any business using Teams for meetings and collaboration services would be foolish not to consider the app for voice, too, as they transition their calling infrastructure from on-premises or hosted…
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As much as the communications and collaboration industry touts “cloud, cloud, cloud” and businesses embrace the as-a-service model, tolling a death knell for on-premises systems would be premature, as we…
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Whether still labeled “intranet” or subsumed as part of an employee experience platform, a portal that provides employees quick and easy access to digital work resources and company information while…
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Just as it is for customer experience, sentiment data is critical for understanding employee experience. This makes voice-of-the-employee applications just as important to optimizing EX as voice-of-the-customer software is to…
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As likely as not, when you hear the term “Communications Platform as a Service,” or “CPaaS,” chances are the first thing that pops to mind is “SMS.” Perhaps rightly so—messaging…
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These factors make CCaaS a perfect starting point for Metrigy’s inaugural MetriRank vendor ratings report.
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Virtual assistant, or chatbot, is one of those technologies consumers either love or hate. A chatbot can be a godsend when all that’s needed is a quick answer to a…
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The fast pace of generative AI product announcements continues unabated, across each of Metrigy’s core research areas: customer experience (CX), employee experience, and workplace collaboration.
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