What makes a great customer journey? And what are the warning signs of problems? CX technology can be a blessing and a curse.
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Join Metrigy President and Principal Analyst, Irwin Lazar, and Masergy Director of Product Management, Ajay Pandya in this interactive webinar to learn how to leverage these emerging technologies to successfully…
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Hybrid-work means that employees are spread across home and office, working with an ever-increasing array of applications and information, engaging both internally and with partners and customers externally. Team collaboration…
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Metrigy asked 476 organizations in North America, Western Europe, Southeast Asia, and Australia to rate their providers for calling, meetings, team collaboration and more. We evaluated two core metrics: ROI…
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Workforce Optimization (WFO) has become a staple in any sophisticated CX strategy. WFO comprises a variety of applications and analytics, some AI-enabled, that help CX leaders manage agent schedules and…
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Winning new customers is part of the battle; keeping them and growing the relationship is the other. AI-enabled CRM and sales-enablement tools help automate advancement of sales cycles. But once…
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If you don't have a Voice of the Customer (VOC) program, you're not only doing yourself a disservice; you're also at a competitive disadvantage. And if you've already got one…
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Digital channels, like web chat, social messaging apps and chatbots, hold tremendous potential for customer engagement and support. And while there’s great appetite for them from both customers and businesses,…
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The COVID-19 pandemic resulted in a massive shift of workers to the home, in 2021 IT leaders are planning for hybrid work strategies that support both home and in-office employees…
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Microsoft Teams Phone System offers the opportunity to natively integrate calling features with Teams meeting and messaging capabilities. To achieve success, IT leaders must address factors including whether or not…
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