Of all the accolades a vendor might receive, customer recognition is what should matter most. That’s why Metrigy uses customer sentiment ratings and business success as the criteria in determining…
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Critical as they are to a contact center operation and, ultimately, an organization’s ability to deliver on customer experience goals, supervisors haven’t necessarily received the same level of attention as…
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Certainly, to nobody’s surprise, artificial intelligence (AI) dominated last week’s Enterprise Connect 2024 event, from presentations on the keynote stage to demos on the expo floor.
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Nearly half of the 697 companies that participated in Metrigy’s recent study on artificial intelligence already are using AI for customer interactions, with an additional 33% planning for adoption this…
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Enterprise Connect, the annual rite of spring for the enterprise communications, collaboration, and CX industries, is fast-approaching. As always, Metrigy analysts Robin Gareiss, Irwin Lazar, Diane Myers, and Beth Schultz…
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Excitement is building here at Metrigy as we get ready to host the inaugural Future of CX Expo conference program, the latest addition to the annual ITEXPO event taking place…
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Metrigy has rounded out its trio of vendor ranking reports for 2023 with a deep dive into top providers in the CPaaS market.
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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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