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# Metrigy

## Posts
- [Press Release – Twilio Retains Top Ranking in Metrigy’s 2026 CPaaS MetriRank Report](https://www.metrigy.com/press-release-twilio-retains-top-ranking-in-metrigys-2026-cpaas-metrirank-report/): Metrigy’s MetriRank study evaluates leading communications platform-as-a-service (CPaaS) providers on a fixed set of criteria to assess which are best positioned to succeed in the long term
- [Why Hybrid Systems Work for Connecting CX Agents to Knowledge](https://www.metrigy.com/why-hybrid-systems-work-for-connecting-cx-agents-to-knowledge/): Enterprise CX and IT leaders face an ongoing architectural challenge when deploying AI agents. Customer service workflows require real-time access to information such as operational data, product documentation, policies, and legal guidelines. But connecting AI agents to disparate repositories often creates operational friction or information silos. Metrigy’s data shows that relying on a hybrid knowledge model is the top method for customer service and support use cases.The value gap nobody's talking about
- [Press Release – Zoom Captures Top Ranking in Metrigy’s 2026 Ranking of UCaaS + CCaaS Providers](https://www.metrigy.com/press-release-zoom-captures-top-ranking-in-metrigys-2026-ranking-of-ucaas-ccaas-providers/): This first-annual UCaaS + CCaaS MetriRank report takes a deep dive into 10 leading providers offering combined enterprise communications and contact center services from a common platform
- [Metrigy Forecast & Market Shares – Unified Communications as a Service (UCaaS)](https://www.metrigy.com/metrigy-forecast-and-market-shares-unified-communications-as-a-service-ucaas/): Unified Communications as a Service (UCaaS): Hosted, multitenant service used for placing and receiving calls across the PSTN, sold on a per-seat subscription basis; aggregates telephony, presence, messaging/chat, collaboration, and meetings
- [AI, Integration, and Price: Why Companies Change How They Buy](https://www.metrigy.com/ai-integration-and-price-why-companies-change-how-they-buy/): Interestingly, the same three factors top the lists both for where companies see value and for why they change how they buy, according to Metrigy's Buying Strategies for Communications Services 2026-27 study of 202 companies (including a subset of channel partners) headquartered in North America and Europe. Integration capabilities (44.4%), pricing (35.2%), and AI expertise (33.8%) are the top three reasons companies selected the provider type that delivers the most value, and the same three lead the reasons companies switched purchasing methods. 
- [Metrigy Forecast & Market Shares – On-Prem PBX/UC Platforms](https://www.metrigy.com/metrigy-forecast-and-market-shares-on-prem-pbx-uc-platforms/): On-Prem PBX/UC Platforms: Proprietary system hardware and call control software, includes TDM, pure IP PBX, and hybrid TDM/IP systems
- [Metrigy Forecast & Market Shares – Enterprise SBC (eSBC)](https://www.metrigy.com/metrigy-forecast-and-market-shares-enterprise-sbc-esbc/): Enterprise SBC (eSBC): Network element that controls and manages real-time multimedia traffic flows between IP networks, handling signaling and media
- [Metrigy Forecast – SIP Trunking](https://www.metrigy.com/metrigy-forecast-sip-trunking/): SIP Trunking: Voice connectivity for premises-based PBX and contact centers with SIP interfaces and UCaaS/CCaaS services; includes Direct Routing and Operator Connect for Microsoft Teams
- [Metrigy Forecast – IP Desk Phones](https://www.metrigy.com/metrigy-forecast-ip-desk-phones/): IP Desk Phones: Endpoint devices used to access IP PBX or UCaaS voice services; physical device that plugs into the network; includes conference phones
- [Press Release – Metrigy AI Sentiment Index Climbs Again as Personal and Societal Optimism Diverge](https://www.metrigy.com/press-release-metrigy-ai-sentiment-index-climbs-again-as-personal-and-societal-optimism-diverge/): Third-quarter 2026 results show regular AI use at 39.6%, widening adoption gaps by gender and income and broad support for AI accountability legislation
- [Evaluating Integrated UCaaS + CCaaS Providers: Zoom Takes Top Spot](https://www.metrigy.com/evaluating-integrated-ucaas-ccaas-providers-zoom-takes-top-spot/): As businesses have continued their steady migration from premises-based systems to cloud-based services for unified communications (UC) and contact center, the market has hit an inflection point. Many of them no longer want standalone UC-as-a-service (UCaaS) and contact center-as-a-service (CCaaS) solutions, but rather a platform that brings them together.
- [Webinar – AI and the Art of Anticipation: Powering Proactive Customer Journeys](https://www.metrigy.com/webinar-ai-and-the-art-of-anticipation-powering-proactive-customer-journeys/): Consumer expectations are evolving quickly, shifting from reactive problem-solving to a demand for anticipatory service. The tools to meet these expectations have never been stronger. Metrigy's latest Consumer Experience Index research study reveals a highly positive shift in how consumers engage with AI, especially when it's leveraged to predict their needs and empower proactive outreach.
- [Metrigy Forecast & Market Shares – CPaaS](https://www.metrigy.com/metrigy-forecast-and-market-shares-cpaas/): Communications Platform-as-a-Service (CPaaS): Development platform or low/no-code solutions for functions such as click-to-call and SMS messaging for appointment scheduling or notifications. CPaaS includes and relies upon application programming interfaces (APIs) and software development kits to integrate or develop new applications.
- [Metrigy Forecast & Market Shares – CRM](https://www.metrigy.com/metrigy-forecast-and-market-shares-crm/): CRM: A platform for managing a company’s relationships and interactions with customers and prospects for contact and sales management. The tools often integrate with project management, marketing automation, contact center, and many other applications and platforms.
- [Metrigy Forecast & Market Shares – On-prem contact center](https://www.metrigy.com/metrigy-forecast-and-market-shares-on-prem-contact-center/): On-prem contact center: A platform built to support multichannel or omnichannel communications between customers and agents (or self-service systems) with tools that optimize the customer and agent experience. At a minimum, they provide automated call distributors (ACDs) to route incoming voice calls to appropriate customer service agents. They often include interactive voice response (IVR) and, increasingly, artificial intelligence-based apps, such as conversational AI, workforce optimization, analytics, and self-service capabilities.
- [Metrigy Forecast & Market Shares – CCaaS](https://www.metrigy.com/metrigy-forecast-and-market-shares-ccaas/): Contact Center-as-a-Service (CCaaS): Customer interaction software-as-a-service (ACD, IVR, predictive dialer, artificial intelligence, channel integration, etc.) provided over a cloud-based platfrom. CCaaS platforms are multi-tenant and are developed by service providers to run in the cloud using microservice technologies.
- [Integration, Price and AI Expertise are Top Criteria for CX Provider Selection](https://www.metrigy.com/integration-price-and-ai-expertise-are-top-criteria-for-cx-provider-selection/): Three core criteria are dominating the reasons IT and CX leaders select a service provider—and decide when it’s time to change their providers, according to Metrigy’s Buying Strategies for Communications Services 2026-27 global study of 203 companies.
- [Agentic AI in CX Management: A Strategic Guide for Business Leaders](https://www.metrigy.com/agentic-ai-in-cx-management-a-strategic-guide-for-business-leaders/): AI has long served customer experience (CX) management, but the enterprise landscape is undergoing a fundamental shift as organizations transition from static conversational tools to autonomous systems. These autonomous systems, known as agentic AI, differ from earlier generations of the AI used in CX by pairing large language models (LLMs) with tool use, memory and iterative planning. As such, agentic AI marks a shift from single-turn reactive tools toward goal-driven systems that can autonomously execute multi-step workflows with minimal human oversight.
- [Rethinking CX Technology Provider Relationships](https://www.metrigy.com/rethinking-cx-technology-provider-relationships/): Technology buyers face complex choices when selecting customer experience platforms and service partners. Recent data from Metrigy’s global study of communications purchasing strategies reveals significant shifts in how enterprise IT and CX leaders evaluate vendor ecosystems. Rather than relying solely on traditional procurement channels, organizations now re-examine how platform vendors and channel partners deliver long-term value.
- [Webinar – CX Excellence Summit 2026 – 5 Steps to Leverage Contextual AI, the Next Frontier of Successful CX](https://www.metrigy.com/upcoming-webinar-cx-excellence-summit-2026-5-steps-to-leverage-contextual-ai-the-next-frontier-of-successful-cx/): Next-generation AI platforms in CX won’t compete on model size or speed. Rather, they’ll compete on how much context they can assemble, understand, and act upon in real-time and historically. Contextual AI pulls from multiple data sources and platforms, and it affects everything from workflows to analytics to personalization.
- [How Asynchronous Tools Transform Team Collaboration](https://www.metrigy.com/how-asynchronous-tools-transform-team-collaboration/): Asynchronous collaboration tools can reduce costs, improve manageability and combat meeting fatigue. Learn how to choose and adopt the right tools for your distributed teams.
- [Meet Your Customers: The AI Personas Reshaping Customer Experience](https://www.metrigy.com/meet-your-customers-the-ai-personas-reshaping-customer-experience/): For years, consumers approached AI chatbots with a healthy dose of skepticism—and honestly, who could blame them? Early bots were clunky, frustrating, and often made problems worse instead of better.
- [How Agent Assist Technology Works in the Contact Center](https://www.metrigy.com/how-agent-assist-technology-works-in-the-contact-center-2/): Contact centers that invest in agent assist technology can help their agents become more productive and eliminate tedious tasks to make their jobs easier.
- [The Economics of AI in Customer Experience](https://www.metrigy.com/the-economics-of-ai-in-customer-experience/): Artificial intelligence (AI) has moved past the experimentation stage in customer experience (CX): Customer service now ranks among the top two areas of AI investment anywhere in the enterprise. What CX and IT leaders are working through now is narrower and harder—where AI works best in their own operations, what it costs, and how quickly it pays for itself. 
- [Unifying the Stack: The Shift to AI Orchestration](https://www.metrigy.com/unifying-the-stack-the-shift-to-ai-orchestration/): IT and CX leaders are no strangers to technology projects aimed at streamlining operations and enhancing efficiency. Today, that means many are familiarizing themselves with the idea of AI orchestration — what it is, how to implement and how their organizations might benefit.
- [Your Data Architecture Decides Whether AI Succeeds](https://www.metrigy.com/your-data-architecture-decides-whether-ai-succeeds/): Talk all you want about the value of this AI model or that one, but an enterprise AI initiative’s success more often hinges on another critical element: a solid and unified data foundation. This is clearly shown in Metrigy's AI Technology Foundation & Strategy: 2026-27 global research study of 759 companies, the sharpest line between organizations getting measurable value from AI and those still stuck in pilots runs through their underlying data architecture. To achieve sustainable, high-impact results, organizations must establish a mature data framework that delivers clean, highly contextual information on demand.
- [Driving Customer Engagement with AI and Proactive Outreach](https://www.metrigy.com/driving-customer-engagement-with-ai-and-proactive-outreach-2/): A major shift in customer service is happening. AI-driven proactive outreach has become a critical differentiator.
- [Consumers Warming to AI Customer Service Agents](https://www.metrigy.com/consumers-warming-to-ai-customer-service-agents/): Consumers have used AI for years, starting with basic (but let’s face it, not-so-great) chatbots. As more sophisticated AI agents have entered the scene in recent years, consumer skepticism was understandable, based on past performance.
- [Aligning the Gap Between Business Assumptions and Consumer Preferences](https://www.metrigy.com/aligning-the-gap-between-business-assumptions-and-consumer-preferences/): Although consumers are becoming more positive about interacting with businesses using AI agents, business leaders think their customers want to use the technology more than they actually do. With adoption, capabilities, and preferences changing rapidly, it’s important for business leaders to narrow the gap between their expectations and reality.
- [Who Owns AI? A Look at Leadership, CAIOs, and Centers of Excellence](https://www.metrigy.com/who-owns-ai-a-look-at-leadership-caios-and-centers-of-excellence/): Ask 10 companies who owns their AI strategy and, until recently, you likely would have gotten 10 different answers. That's changing fast. Most companies now have, or plan to have, a single executive in charge of AI companywide, and that structure correlates directly with getting results.
- [Webinar – Enterprise AI Security and Governance Summit 2026 – Ensuring AI Compliance](https://www.metrigy.com/upcoming-webinar-enterprise-ai-security-and-governance-summit-2026-ensuring-ai-compliance/): As AI adoption rapidly grows, so too do concerns over security and compliance for AI conversations, actions, and generated content. Organizations that get security and compliance right achieve measurably better ROI for their AI investments than those that struggle to put the right policies and enforcement mechanisms in place. In this session, we'll provide actionable guidance for ensuring that security and compliance are an AI enabler, and not an adoption barrier.
- [Built-in AI versus Overlay: How to Choose](https://www.metrigy.com/built-in-ai-versus-overlay-how-to-choose/): Enterprises deploying artificial intelligence (AI) in their workplace collaboration (WC) platforms face an early architectural choice: focus on enabling the AI capabilities built into the collaboration app, or share collaboration data with an external frontier model and its tools such as Claude or ChatGPT. Metrigy's AI in Workplace Collaboration: 2026-27 study of 759 organizations found that 57.6% are already using AI within their WC platforms, and a slight majority prefers the in-app approach over connecting to frontier models directly. That preference correlates with success including measurable business results, including cost savings, improved employee efficiency, and higher revenue.
- [How NiCE Outperformed in Metrigy’s 2026 MetriStar Awards Program](https://www.metrigy.com/how-nice-outperformed-in-metrigys-2026-metristar-awards-program/): Metrigy anchors our annual CX MetriStar Awards program on the core belief that the true measure of a technology solution is in how effectively it enables organizations to achieve tangible business success and cultivate positive customer sentiment. For the 2026 program, we gathered this information from 1,437 CX leaders across 10 countries. Based purely on these objectives, NiCE has achieved an unprecedented milestone, outperforming all other competitors for the fifth-consecutive year.
- [Q-Day is Coming; Here’s How to Prepare](https://www.metrigy.com/q-day-is-coming-heres-how-to-prepare/): Nefarious actors are harvesting encrypted data to decrypt it once quantum computing gives them the ability to do so. Identify data risks to reduce them.
- [Making the Case for Vertical UC: ROI, Compliance and Efficiency](https://www.metrigy.com/making-the-case-for-vertical-uc-roi-compliance-and-efficiency/): Not all companies benefit from a one-size-fits-all unified communications deployment. Verticalized UC lets companies tailor platforms to fit their specific needs.
- [AI for CX Quick Wins: Implement 5 Strategies for Rapid ROI](https://www.metrigy.com/ai-for-cx-quick-wins-implement-5-strategies-for-rapid-roi/): AI-driven triage agents, proactive outreach, agent assist, interaction analytics and automated coaching are five quick wins that organizations could implement now in CX.
- [MetriSight Ep.98 – UCaaS MetriRank & MetriStar](https://www.metrigy.com/metrisight-ep-98-ucaas-metrirank-metristar/): Metrigy has published its annual ranking of UCaaS providers as well as our MetriStar awards for UCaaS provider customer sentiment and business success. In this episode we'll chat with MetriRank lead author Diane Myers, and MetriStar lead author Irwin Lazar about the results and what sets each provider apart.
- [Metrigy Announces 6 Top Provider Winners in 2026 UCaaS MetriStar Award Program](https://www.metrigy.com/metrigy-announces-6-top-provider-winners-in-2026-ucaas-metristar-award-program/): Cloud-based communication tools continue to play a central role in how work gets done the world over, with more than 75% of businesses globally using unified communications as a service (UCaaS) solely or in a hybrid combination with an on-premises or private cloud hosted system, according to Metrigy’s soon-to-be-published global Workplace Collaboration MetriCast 2026 study.
- [De-Risking AI: Why Organizations Need a Formal Model Exit Plan](https://www.metrigy.com/de-risking-ai-why-organizations-need-a-formal-model-exit-plan/): If an organization doesn’t have a fast, secure way to pull the plug and switch AI platforms, it's opening itself up to operational and financial vulnerabilities.
- [Press Release – NiCE Captures Top Ranking in Metrigy’s 2026 Contact Center-as-a-Service (CCaaS) MetriRank Report](https://www.metrigy.com/press-release-nice-captures-top-ranking-in-metrigys-2026-contact-center-as-a-service-ccaas-metrirank-report/): Metrigy’s fourth-annual CCaaS MetriRank study showcases its new Leadership Landscape, plotting the market position of the leading 12 ranked providers.
- [Top 7 UCaaS Features to Enhance Productivity](https://www.metrigy.com/top-7-ucaas-features-to-enhance-productivity-2/): Enterprises have historically used UCaaS to reduce operating costs. No longer. Today, due in part to AI, companies view UCaaS as the most efficient way to boost collaboration.
- [MetriSight Ep.97 – CCaaS MetriRank 2026](https://www.metrigy.com/metrisight-ep-97-ccaas-metrirank-2026/): In this episode, Metrigy's senior research director, Diane Myers, shares which CCaaS providers have made this year's ranking, explains how each fits into our new Landscape categorization--Leaders, Challengers, and Performers--and discusses which vendors didn't make the list but are on our watch list.
- [AI Self-Service Benefits and Best Practices](https://www.metrigy.com/ai-self-service-benefits-and-best-practices/): Customer service is now the top area for AI adoption across the enterprise. Follow these best practices to implement AI-driven self-service in your organization.
- [Stop Just Automating: Why Redesigning Work is the Secret to AI ROI](https://www.metrigy.com/stop-just-automating-why-redesigning-work-is-the-secret-to-ai-roi/): To understand how to maximize AI ROI, we must look at this study’s Success Group, determined by above-average baseline improvements across key business metrics directly from AI initiatives. Successful companies operate differently. Instead of just plugging AI into a legacy system, they tear the system down to the studs. They redesign how work gets done. They actively evaluate every touchpoint in a customer journey or IT workflow and deliberately decide whether AI, a human, or a combination of both should execute the task.
- [Most AI Pilots Continue to Production, Metrigy Finds](https://www.metrigy.com/most-ai-pilots-continue-to-production-metrigy-finds/): Using AI-powered analytics tools to diagnose and resolve problems can boost pilot projects' success.
- [Cresta Unveils 3 Products to Strengthen AI Platform](https://www.metrigy.com/cresta-unveils-3-products-to-strengthen-ai-platform/): In May and June 2026, Cresta introduced three products that help companies with their AI agent lifecycle. AI and CX leaders want fast development of AI agents to maintain a competitive edge. But this accelerating speed of innovation has resulted in companies deploying numerous AI agents without the appropriate testing or operational discipline. Cresta’s announcements address building, validating, deploying, and continuously improving AI agents at scale. 
- [To Maximize AI Performance, Maximize Network Operations](https://www.metrigy.com/to-maximize-ai-performance-maximize-network-operations/): Metrigy research found most companies are confident in network infrastructure for AI, but concerns about security vulnerabilities and latency remain among IT leaders.
- [NiCE, Genesys, Cisco, Five9, AWS, 8×8 Metrigy’s 2026 CCaaS MetriRank Leaders](https://www.metrigy.com/nice-genesys-cisco-five9-aws-8x8-metrigys-2026-ccaas-metrirank-leaders/): Contact Center as a Service (CCaaS) is the fastest-growing contact center platform option, delivering cost-effective services with sophisticated product features. Metrigy’s Customer Experience MetriCast 2026 global market size and forecast study of 1,437 companies finds that 33% of research participants are using contact center as a service (CCaaS). By comparison 32% are using on-premised contact center platforms and 36% are using dedicated, cloud hosted platforms. The global market for CCaaS was $8.4 billion in 2025, up 16% year over year. Metrigy forecasts the market to grow at an 9.8% compound annual growth rate (CAGR) from 2025 to 2030, reaching $13.3 billion by 2030. 
- [MetriSight Ep.96 – Tracking AI Sentiment QoQ](https://www.metrigy.com/metrisight-ep-96-tracking-ai-sentiment-qoq/): Metrigy's Matt Craig, senior director of product development, shares the Q2 view of our AI Sentiment Index. Tune in to discover how the index and sub-indexes have changed from their Q1 baselines, and what the top takeaways are from his analysis.
- [People Like AI Now, Cautious In The Future](https://www.metrigy.com/people-like-ai-now-cautious-in-the-future/): What the Q2 2026 Metrigy AI Sentiment Index Tells Us

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## Products
- [CPaaS MetriRank 2026](https://www.metrigy.com/product/cpaas-metrirank-2026/): Authors: Diane Myers, Senior Research Director & Principal Analyst; Beth Schultz, Vice President of Research and Principal Analyst Metrigy’s Customer Experience MetriCast 2026 global study of 1,437 companies finds that 60.5% are using or planning to use communications platform as a service (CPaaS) in 2026, enabling them to customize their customer experience (CX) offerings programmatically, among other capabilities. Additionally, 15.2% have plans to adopt CPaaS in 2027, and 10.5% are evaluating whether to adopt it. Current and planned adoption underscores the value companies see in using the technology to customize their customer engagement features and add new capabilities programmatically. The global market size for CPaaS platforms was $14.9 billion in 2025, up 4.2% year-over-year (YoY). Metrigy forecasts the market to grow at a 3.2% 2025-30 compound annual growth rate, reaching $17.4 billion by 2030. Demand remains high, but providers continue shedding bad accounts and right-sizing revenue. Pricing pressures remain in some areas with competitive options. The CPaaS market is highly competitive, with providers of varying sizes, capabilities, and reach—some are global, and others are regional. Some providers are large and have broad complementary portfolios—even providing full stacks for AI agents, customer engagement, and/or marketing automation—and others are smaller, with niche API offerings. Channel modernization and AI-supported contextual awareness are two growing trends, as is easing development tasks via support for the Model Context Protocol (MCP) so that communications capabilities are exposed as modular tools for use by AI agents. In determining companies in the CPaaS MetriRank, market share is important to the overall leadership score, but financial strength, product mix, customer business success, and customer sentiment are significant at setting providers apart in the rankings. Having the right mix of features and capabilities is critical, although most of the top-tier providers share common capabilities today. In this CPaaS MetriRank report, Metrigy examines the leading providers. Table of Contents CPaaS Market Overview CPaaS Leadership Top Providers Providers to Watch About the Report Evaluation Criteria CPaaS MetriRank Market Landscape CPaaS Provider Profiles Twilio Infobip Cisco Route Mobile Bird Sinch LINK Mobility Telnyx Vonage Tata Communications Appendix Methodology Leadership Metric Definitions Further Reading Working With Metrigy
- [Zoom Adds a Unified Context Layer, MCP Access, and New AI Controls](https://www.metrigy.com/product/zoom-adds-a-unified-context-layer-mcp-access-and-new-ai-controls/): Author: Irwin Lazar, President and Principal Analyst What's the news? On October 20, 2026, at its annual Zoomtopia customer conference, Zoom announced a new Unified Context Layer along with AI capabilities across Zoom Workplace, Zoom CX, its developer platform, and Zoom Events. Highlights include: The Unified Context Layer, which combines conversation data from meetings, phone, chat, and contact center interactions with company documents and data from connected third-party systems, giving people and AI agents a shared record of discussions, decisions, and action items. Agentic search across Zoom and more than 40 third-party applications is available now. My Notes enhancements, including Follow the Meeting, which provides transcripts and summaries to invitees who miss all or part of a meeting (expected December 2026), My Notes Workflows for sending summaries to Zoom Chat, Salesforce, and other applications (expected October 2026), and in-person meeting note capture devices from Bota and DTEN (expected 1Q 20247 and November 2026, respectively). ZoomMate Agent Teams, in which a lead AI agent coordinates specialized agents working in parallel (available now), and a refreshed Zoom Chat experience that brings AI agents into conversations under administrator-defined controls (expected December 2026). New Model Context Protocol (MCP) servers and Search & Ask application programming interfaces (APIs), providing access to the Unified Context Layer from Claude, Codex, Gemini, GPT, Microsoft Copilot, and other MCP-compatible agents (available now). Meeting enhancements, including Translate Me voice translation in a synthesized version of the speaker’s own voice (expected October 2026), Pose Correction and real-time accent smoothing (expected December 2026), and a Live Meeting AI Agent (expected 1Q 2027). Zoom CX additions, including Customer Profiles, CX Insights Transcript Intelligence, and Zoom Virtual Agent Kiosk for in-store self-service (expected November 2026). AI governance capabilities, including Centralized AI Management, AI Guardrails, Sensitivity Labels that synchronize with Microsoft Purview, deepfake risk detection, and Compliance Manager support for My Notes and Zoom Canvas (available now through 1Q 2027). Zoom Events capabilities, including Content Studio, agentic event setup, and AI Analytics for Events.
- [Workforce Engagement Management: 2026-27](https://www.metrigy.com/product/workforce-engagement-management-2026-27/): Authors: Layne Haaksma, Senior Research Analyst Workforce engagement management (WEM) remains critical for supporting agent engagement, supervisor effectiveness, and customer experience. As WEM suites evolve with AI, digital twins, and advanced analytics, organizations can now proactively optimize workforce performance in real-time. This study explores how AI-enabled WEM tools, combined with predictive and prescriptive analytics and digital twins, enhance operational efficiency, boost employee engagement, and deliver measurable ROI. Key topics will include: Intelligent scheduling Real-time feedback AI-powered virtual assistants Quality management Characteristics of high-impact WEM initiatives—highlighting where technology drives value and where gaps remain
- [Winning the Direct Buyer, Small to Large](https://www.metrigy.com/product/winning-the-direct-buyer-small-to-large/): Author: Beth Schultz, VP of Research and Principal Analyst Why company size shapes whether, and how, buyers go direct—and what platform providers must do about it Communications buyers today face more choices, and more complexity, than at any point in the past decade. Platform providers, technology services distributors (TSDs), managed services providers (MSPs), carriers, and a growing roster of AI specialists all are competing for the same purchase decisions. At the same time, AI is rewriting the scorecard buyers use to evaluate platform providers and their partners: In Metrigy’s Buying Strategies for Communications Services study, conducted in August 2026 with 202 companies in Europe and North America, 50.7% of companies say the rise of AI changes their vendor selection requirements. Through it all, the platform provider has become the primary relationship for most buyers—62.3% buy workplace collaboration services and 55.6% buy contact center services directly, often through the provider’s website rather than a salesperson. How companies buy, however, depends heavily on their size. Small and midsize companies drive direct buying, while larger companies more often bring partners into the deal, either in place of the platform provider or alongside it; among contact center buyers, for example, companies that buy from both a platform provider and a partner have a median of 773 employees, compared with 188 for those that buy direct. Direct buyers reward providers that integrate applications, price competitively, and bring AI expertise to the table, and over the next two years they expect providers to take on more integration, solution design, and product explanation. This report examines how direct buyers purchase, what they value, how they expect platform-provider roles to evolve, and how company size shapes each of these, closing with recommendations for platform providers that want to optimize their direct-buyer strategies. Table of Contents Introduction Direct Buying Leads, but Size Matters Momentum Is Building The Website Is the Primary Storefront Salespeople Still Matter—for Different Reasons Top Value Drivers Platform-Provider Roles: Today and in Two Years The Role Today The Role in Two Years Buyer Size Shapes the Direct Strategy Conclusion & Recommendations Working With Metrigy
- [Meta Previews Open Standard for Personal Agents to Work With Businesses](https://www.metrigy.com/product/meta-previews-open-standard-for-personal-agents-to-work-with-businesses/): Author: Layne Haaksma, Senior Research Analyst What's the news? On Oct. 6, 2026, Meta previewed Personal Agent Protocol (PAP), an open standard that defines how personal AI agents interact with businesses. Meta, through its Muse personal agent and Meta Business Agent, is developing the protocol with Sierra and industry partners Genesys, NiCE, Decagon, Rocket, Shopify, Stripe, and Walmart. It will be open for anyone to implement. The announcement comes as some businesses block personal agents from their websites over concerns such as load spikes, abuse, liability, and losing the customer relationship. Meta argues that turning away a personal agent means turning away the customer who sent it, and it outlined the standards Muse follows when browsing on a user’s behalf: The “one honest person” test: Muse acts only as a reasonable, honest person would by hand and at that scale (e.g., no repeated page refreshes or duplicate accounts to redeem a one-per-household coupon) The “if every agent did this” test: Muse declines requests that would break the underlying system if every user made them, such as hoarding tee times Explicit approval: Muse continues with consequential actions, such as signing in, completing a reservation, or making a purchase, only after the user approves Looking ahead, Meta described a path from browser automation to agent-to-agent interaction. Businesses will be able to steer personal agents to preferred website flows, skills, and connectors that provide direct API access, and eventually have their own business agents answer personal agents directly. The protocol will address how personal agents securely convey user identity, how businesses steer agents to efficient paths, and how personal agents talk to business agents on a user’s behalf. According to Sierra, the v0.1 specification will publish later in October.
- [AI Sentiment Index: 3Q 2026 Summary Report](https://www.metrigy.com/product/ai-sentiment-index-3q-2026-summary-report/): Author: Matt Craig, Senior Director of Product Development The Metrigy AI Sentiment Index rose to 103.0 in 3Q 2026, with gains in both current sentiment and future expectations. Regular AI use reached 39.6% of research participants, up 5.1 percentage points from 2Q. But improvement was uneven: expectations for the future impact on society slipped, and fewer workers who use AI said they knew what their employer's policy requires. Support for the proposed AI Kill Switch Act was broad, at 68.6%.
- [Southlight Services Brings Google Voice Carrier Link to SMBs](https://www.metrigy.com/product/southlight-services-brings-google-voice-carrier-link-to-smbs/): Author: Irwin Lazar, President and Principal Analyst What's the news? On October 8, 2026, Southlight Services announced that it is one of the first small and midsize business (SMB)-focused providers in North America for Google Voice Carrier Link. Google Voice Carrier Link, announced in June of 2026, allows companies to move their call control to Google Voice, while maintaining connectivity to, and relationships with, existing SIP trunking providers. In addition, Southlight Services is now an authorized reseller of Google Voice and Google Workspace, providing Google customers with migration and managed services support for their Google-based workplace collaboration environments.
- [Cisco Revamps Webex, Adds Hardware, Integrations, and an AI Harness](https://www.metrigy.com/product/cisco-revamps-webex-adds-hardware-integrations-and-an-ai-harness/): Author: Irwin Lazar, President and Principal Analyst What's the news? On October 7, 2026, at its annual WebexOne conference, Cisco made several announcements across its Webex and collaboration device portfolio. Highlights include: A new Webex Suite AI-first user experience that integrates Cisco agents and external agents from partners, including Anthropic. The new UI provides AI-guided daily activity views, surfaces urgent tasks, and provides action guidance. It also allows users to collaborate with agents within meetings, calls, and chat. New Webex agents, including AI Coach, which provides employees with presentation feedback, and personal calling agents for Webex Calling supporting inbound and outbound calling. Ceiling Speaker Pro, which uses AI to direct audio to all meeting room attendees. RoomOS 27, which provides room control via natural language. Native support for Google Meet in Cisco meeting room devices. New voice spam and phishing protection (in partnership with SecureLogix) and workplace emergency management capabilities (in partnership with Intrado). Cloud Intelligence for Unified Communications Manager (UCM), allowing on-premises customers to take advantage of cloud-based capabilities while preserving existing investments, Dialog, an AI harness designed to enable agents to move beyond single session customer interactions into coordinated, ongoing engagements with both agents and humans. Cisco also highlighted end-to-end and Internet of Things (IoT) capabilities that integrate security and agent management across the Webex and device portfolios and that work with networking hardware, such as Wi-Fi access points, to provide space utilization, air-quality management, and other capabilities. Networking and collaboration devices together provide unified support for Cisco’s Places room and space management platform, allowing employees to find open space or space near co-workers, with the ability for the system to learn employee preferences.
- [The AI Consumer Experience Index 3Q 2026 – In-Depth Report](https://www.metrigy.com/product/the-ai-consumer-experience-index-3q-2026-in-depth-report/): Author: Layne Haaksma, Senior Research Analyst The Metrigy AI Consumer Experience Index fell to 102.7 in the third quarter, down from 104.6 in the second quarter but still above the 100-point baseline established in the first quarter. All eight sub-indexes eased—somewhat unsurprising given the growth in activities the third-quarter months naturally bring. Across all three waves of the index, the second-quarter ratings represent the peak rather than the new normal, with consumer sentiment settling at a level that remains better than where the year started. What moved in third quarter was the standard more than the service customers received. The evidence sits in which responses changed. Consumers did not shift into the negative answers this quarter; they shifted into the middle. The Relationship Index shows this shift most plainly. The share of consumers who say their treatment was about what they expected jumped 5.6 points to 42.3%, the largest single response movement anywhere in the study, while the share who rate it much better than expected fell to 18.7%. Consumers are telling us their treatment was unremarkable, not that it was bad. Competent service, which incorporates competent AI, has become the price of admission rather than something worth praising. Consumers have raised the bar for exceptional service. AI is doing the work of holding the index up. AI Satisfaction at 109.4 and AI Trust at 106.9 are the only two sub-indexes more than six points above baseline, and between them they hold about 70% of the gain left in the overall index. AI Trust posted the smallest decline of the eight sub-indexes this quarter, and that matters more than it sounds. The survey field period ran through a stretch of heavy negative press about AI’s data center footprint, yet consumer trust did not break. Pair that with heavy summer travel, storm seasons, back-to-school shopping, and overall raised AI expectations, and the trust score speaks volumes for AI’s performance. The majority of consumers still prefer human agents over AI agents, but the percentage has been declining since the first quarter. When a resolution is guaranteed, more consumers now will select AI than they did in the first quarter: 28.8% today vs. 23.0% in first quarter, showing a slow but steady shift toward preference for AI agents. What’s immeasurable is the impact AI has had on their human preference, given agent assist continues to improve human agent performance, though customers don’t realize what’s happening behind the scenes. Table of Contents Executive Summary Key Takeaways Purpose, Methodology, & Respondent Profile The 3Q 2026 AI Consumer Experience Scorecard AI Satisfaction Index: 109.4 AI Trust Index: 106.9 Proactivity Index: 104.9 CX Ease Index: 101.9 Empathy Index: 100.8 Resolution Index: 100.8 Momentum Index: 100.1 Relationship Index: 98.6 What Changed Between Second and Third Quarter Exposure Experience Expectations The Consumer Buying Personas The AI Superstars The Premium Buyers The Silent Multitaskers The Human Loyalists The Underserved Skeptics General Customer Service Voice Still Leads, but Text is Closing What Drives Channel Choice The Stakes for Businesses The Human Safety Net: Why We Still Prefer People What Consumers Say When We Ask Them Why The Preference Is Earned, Not Held The Business and Consumer Gap Trust Over Resolution The Escalation Pattern Industry Performance Analysis Retail: Still the Leader in CX Delta Financial Services: Best AI Implementation Data Healthcare: High Volume, Polarized AI The Bottom Tier: Government Agencies CX Tolerance and Breaking Points The Evolution of Proactive Outreach Strategic Recommendations Design for the Rising Bar Re-segment Your Digital Investment One Cohort Older Sell Choice, Not Access Make Comprehension the Roadmap Fix the Handoff Before the Greeting Protect the Two Segments You Are Most Likely to Lose Cap Outreach at Three a Week, Then Segment Up Watch the Vertical Tails, Not the Vertical Averages
- [The AI Consumer Experience 3Q 2026 – Summary Report](https://www.metrigy.com/product/the-ai-consumer-experience-3q-2026-summary-report/): Author: Layne Haaksma, Senior Research Analyst After two straight quarters of gains, the AI Consumer Experience Index cooled off in Q3 2026. That is not necessarily bad news: It is a sign that AI-powered service has moved from novelty to baseline. Consumers no longer marvel simply because an AI agent understood them; they now expect it, and they are quicker to notice when service falls short of that higher bar. According to the newly released Metrigy Q3 2026 AI Consumer Experience Index, the overall score eased to 102.7 this quarter, down from Q2’s 104.6 but still 2.7 points above the Q1 2026 baseline of 100. All eight sub-indexes retreated together this quarter, suggesting Q2 was a peak rather than a new normal. What moved in Q3 was the standard more than the service. Consumers did not shift into negative answers this quarter; they shifted into the middle. In the Relationship Index, the share who say their treatment was about what they expected jumped 5.6 points to 42.3%, the largest single response movement in the study, while the share who rate it much better than expected fell to 18.7%. Competent service, including competent AI, has become the price of admission rather than something worth praising. Consumers have raised the bar.
- [Trust is the Product](https://www.metrigy.com/product/trust-is-the-product/): Author: Layne Haaksma, Senior Research Analyst What Metrigy’s second-quarter 2026 consumer research says about AI, confidence, and customer service Among other measures, customer service teams often grade themselves on resolution. Did the issue get fixed, how fast, and on the first try? Those numbers absolutely matter. But, as Metrigy learned in our second-quarter 2026 AI Consumer Experience Index, something else matters more to consumers. When we asked 1,000 U.S. adults what matters most in their interactions with companies, 45.1% chose trust, up from 41.4% in the first quarter. Resolution came second at 34.8%, followed by personalization (11.0%) and speed (9.1%). Consumers still want their problems solved; they just care more about whether they can trust the company doing the solving. That means the way companies use AI in customer service has to earn that trust, too. Table of Contents Introduction Consumers Are Trusting AI More The People Who Care Most About Trust Are the AI Fans Trust in AI and Feeling Valued Move Together Consumers Draw the Line at Money and Personal Data When Trust Breaks How Companies Can Increase Trust Put trust on the scorecard Draw the line where customers draw it Use AI to make customers feel known Don't design only for the confident The Bottom Line Working With Metrigy
- [CCaaS & Contact Center Platforms Market Share & Forecast Report: 2Q26](https://www.metrigy.com/product/ccaas-contact-center-platforms-market-share-forecast-report-2q26/): Author: Diane Myers, Senior Research Director Metrigy’s CX MetriCast 2026 market study for contact center platforms shows the continued movement from premises-based contact center infrastructure to multitenant, cloud-based services that provide contact center operations with more flexibility and access to the latest features and capabilities. The study shows 33.1% of all companies surveyed use CCaaS, 35.9% use a dedicated hosted platform company-owned and managed by a third party, and 32.3% use on-premises platforms—either fully on premises or physically located in a third-party data center but hosted/managed by the enterprise organization. Another 26.7% plan to be using CCaaS by the end of 2026. This report provides details on contact center platform adoption and in-depth spending, market size, forecast, and vendor selection across CCaaS and onpremises/ dedicated contact center platforms, along with segmentation by size and global region. Highlights of the study include the following: The global market for on-premises contact center platforms (license and system revenue) was $1.7 billion in 2025, a 20.4% year-over-year (YoY) decline as contact center operations continue to migrate to CCaaS. This decline was more severe than the 5.3% YoY decline the market posted in 2024. Metrigy forecasts the market to continue decreasing over the forecast period, with a negative 8.9% five-year revenue CAGR (2025-2030). Metrigy forecasts for on-premises contact center platforms do not include maintenance and support revenue. The number of dedicated contact center platform vendors is small, with the 2025 market share leader being Avaya (36.3% of global revenue), followed by Genesys (12.9%), and Cisco (10.0%). For 2Q26, the on-premises/dedicated contact center platform market declined 17.0% YoY to $360.7 million. Avaya led the market in the quarter with 43.2% revenue market share. On-premises contact center platforms are most widely used by larger enterprises. Nearly 48% of companies with more than 2,500 employees and 36.0% of companies with between 1,000 and 2,500 employees are using onpremises contact center platforms today as part of their CX strategy. Regionally, dedicated contact center platforms are most widely adopted in Europe (34.2% using now), followed by North America (32.6%) and APAC  (29.6%), while CCaaS platform adoption skews higher in APAC (33.9%) and North America (33.6%) and less in Europe (31.6%). Among companies that use dedicated contact center platforms, 24.4% have no plans to replace their primary vendor. The rest are either replacing, have plans to replace, are evaluating whether to replace, or are unsure. Lack of AI capabilities is the top reason businesses are changing or evaluating a vendor, followed closely by the desire to use a single, integrated unified communications/contact center (UC/CC) platform and high cost. The global market size for CCaaS was $8.4 billion in 2025, up 16.4% YoY. Metrigy forecasts the market to grow at a 9.8% CAGR from 2025 to 2030, reaching $13.3 billion by 2030. More than two-thirds of agent seats are still on customer-owned and -managed platforms, representing significant upsell potential for CCaaS. CCaaS is most prevalent in North America, with $6.0 billion in revenue in 2025, up 14.5% YoY. Companies with 50 to 249 employees accounted for $3.5 billion in CCaaS 2025 revenue globally, up 15.1% YoY. There are a number of CCaaS providers, global and regional, with varying levels of capabilities. Based on 2025 CCaaS revenue, NiCE is the global revenue market share leader with 22.3% share, followed by Genesys with 20.0% and Five9 with 12.7%. Other leading providers, in order of share, are AWS, Talkdesk, Cisco, Content Guru, 8x8, Twilio, Dialpad, Vonage, and Sprinklr. The leading providers posted double-digit YoY growth in 2025, with Cisco leading at 41.8% growth, followed by Dialpad with 25.8% growth. For 2Q26, the CCaaS market grew 18.8% YoY in the quarter to $2.4 billion. NiCE led the market with 21.6% revenue market share. Among those using CCaaS, 31.5% have no plans to replace their primary provider. For companies that do plan a change, the desire to use a single, integrated UC/CC provider is the number one reason, followed by high cost and insufficient integrations. Service reliability is the most important CCaaS provider evaluation criterion.
- [The AI Consumer Experience Index: 3Q 2026](https://www.metrigy.com/product/the-ai-consumer-experience-index-3q-2026/): Authors: Layne Haaksma, Senior Research Analyst Are companies truly meeting consumer expectations—or just checking boxes? The CX Consumer Index dives deep into how consumers feel about the experiences they receive today, revealing gaps, surprises, and opportunities for companies to redefine what excellent customer experience will look like tomorrow.
- [CRM Quarterly Market Share & Forecast Report: 2Q26](https://www.metrigy.com/product/crm-quarterly-market-share-forecast-report-2q26/): Authors: Diane Myers, Senior Research Director Metrigy’s Customer Experience MetriCast 2026 market study highlights the growing importance of CRM for managing customer data, with adoption remaining high as organizations continue to recognize its vital role in driving business success. According to the study, a total of 52.4% of organizations are using CRM now, and another 18.7% plan to begin using CRM by the end of 2026. This lower rate of adoption is a reflection of a large portion of smaller businesses in the 2026 MetriCast study. With businesses with more than 1,000 employes the more than 70.0% of organizations currently use a CRM platform. This report provides details on CRM spending, market size, and forecast and market share, along with segmentation by size and global region. Highlights of the study include the following: CRM platforms are widely adopted by companies of all sizes, with greater adoption the larger the company. Usage among companies with fewer than 250 employees is 40.7%, while usage at companies with between 1,000 and 2,500 employees is 74.4%. Regionally, CRM platforms are most widely adopted in North America (53.9% of companies have adopted), followed by Europe (51.8%) and APAC (50.2%). The global market size for CRM platforms was $83.0 billion in 2025, up 3.0% year-over-year (YoY). We are forecasting the market to grow at a 1.6% 2025- 30 CAGR, reaching $89.7 billion by 2030. We have adjusted the overall forecast down slightly due to slower growth in every region except North America. Numerous companies offer CRM, which is predominantly delivered as a cloud service today. Among more than 30 CRM vendors in the market, Salesforce is the global revenue market share leader, with 26.0% of CRM revenue in 2Q26. Salesforce is followed by Microsoft, Adobe, and Oracle. HubSpot and Pegasystems posted the most significant YoY revenue growth, at 20.1% and 19.6%, respectively. Among companies that already have adopted CRM, 49.4% have no plans to replace their primary provider. The rest are either replacing, have plans to replace, are evaluating replacing their provider, or are unsure. Company policy and lack of AI capabilities are tied as the biggest reasons to evaluate (33.6% each), followed by cost (32.8%). For those companies evaluating CRM providers, the most important criteria are reliability, followed by integrations and technical features.
- [CPaaS Quarterly Market Share & Forecast Report: 2Q26](https://www.metrigy.com/product/cpaas-quarterly-market-share-forecast-report-2q26/): Authors: Diane Myers, Senior Research Director Metrigy’s Customer Experience MetriCast 2026 market study for CPaaS underscores the importance organizations place on the ability to customize their customer engagement features and add cloud-based applications for improved customer experience. A total of 35.4% of organizations are using CPaaS and another 25.1% plan to do so by the end of 2026. This report provides details on CPaaS spending, market size and forecast, and vendor selection, along with segmentation by size and global region. Highlights of the study include the following: CPaaS platforms are most widely used by companies with 1,001 to 2,500 employees; 48.8% of companies in this size range are using CPaaS as part of their CX strategy. Regionally, CPaaS platforms are most widely adopted in North America (40.5% of companies have adopted), followed by APAC (31.1%) and Europe (30.9%). The global market size for CPaaS platforms was $14.9 billion in 2025, up 4.2% year-over-year (YoY). We are forecasting the market to grow at a 3.2% 2025- 30 CAGR, reaching $17.4 billion by 2030. The overall forecast is down slightly from a year ago—not because of lack of demand, but rather because providers have been getting tougher, shedding bad accounts and “rightsizing” revenue. And pricing pressures remain in some areas with competitive options. Numerous companies offer CPaaS capabilities, delivering both out-of-the-box and customized, cloud-based applications. These include CPaaS specialists such as Alibaba, Bandwidth, Infobip, IntelePeer, Bird (formerly MessageBird), NUSO (formerly Brightlink), Plivo, Sinch, Tata Communications (formerly Kaleyra), Twilio, and Vonage, as well as unified communications as a service (UCaaS) and CCaaS companies such as 8x8, Alcatel-Lucent Enterprise (ALE), Avaya, Cisco, Microsoft, and RingCentral. Based on 2025 CPaaS revenue, Twilio is the global market share leader at 25.4% share, followed by Infobip (under non-disclosure), Sinch (12.4%), and Alibaba (6.6%). Twilio not only led the market in 2025 but also grew well about the market average, with 12.2% YoY growth. Other providers with double-digit growth include Bandwidth, Tanla, and Infobip. In 2Q26, Twilio led the way with 26.9% market share, growing its CPaaS revenues 14.5% YoY. Following Twilio in the quarter was Infobip, Sinch, Alibaba, and Vonage. Programmable messaging remains the largest driver of CPaaS revenue, followed by voice and then email. Among companies that already have adopted CPaaS platforms, 37.3% have no plans to replace their primary provider. The rest are either replacing, have plans to replace, or are evaluating whether to replace their provider, or they are unsure. High cost tops the reasons for replacement. As usage of CPaaS expands, spending rates will increase each year. Nearly 48% increased CPaaS spend in 2025, 43.6% plan to increase spend in 2026, and 46.4% plan an increase in 2027. For those companies that plan on decreasing their CPaaS spend, eliminating CPaaS usage is the leading reason.
- [Salesforce Announces AIforce, Claudeforce](https://www.metrigy.com/product/salesforce-announces-aiforce-claudeforce/): Author: Robin Gareiss, CEO and Principal Analyst What's the news? At its annual Dreamforce conference on September 15, 2026, Salesforce announced AIforce, emphasizing its “headless CRM” concept for how companies will integrate their AI and CRM platforms moving forward. AIforce was one of many announcements at the show; a good summary is here. AIforce connects to any AI interface to share all Salesforce’s key value: data, workflows, business logic, semantics, permissions, security, and governance. This helps companies use this information for all their AI activities—giving the tools more context to foster better decision-making and customer relationships. The company specifically launched Claudeforce, to package intelligence from Salesforce into a prebuilt MCP server within Claude, and Slackforce to enable Slack to serve as the front-end for human and agentic interactions. Of interest is its ability to use nearly 40 sales skills, including pipeline and deal reviews.
- [Logitech Introduces New Video Bar and Audio Innovations](https://www.metrigy.com/product/logitech-introduces-new-video-bar-and-audio-innovations/): Author: Irwin Lazar, President and Principal Analyst What's the news? On October 8, 2026, Logitech introduced several new room video conferencing products, including: Rally Bar 2, designed for medium-to-large rooms and featuring a new Qualcomm processor, new lens and occupancy sensors, and enhanced audio capabilities. Rally Bar 2 is certified for Google Meet, Microsoft Teams (based on MDEP (Microsoft Device Ecosystem Platform), and Zoom Rooms at launch. Rally Bar 2 lists for $4,299 and is available now. Rally System Pro, designed for large, flexible meeting spaces with bundled compute (RoomMate 2 Pro), camera (Rally AI Camera Pro), speaker (Rally Speaker 2), and microphones, all over IP and with support for multi-camera and modular room configurations. Rally System 2 will be available in mid-2027. Pricing will vary on room configuration. Rally Speaker 2 Pro and Max, using Logitech’s Sound Shape Audio Technology to direct audio beaming from a front-of-room speaker to in-room participants for equal ability to hear in any room location (in up to a 20-meter space via the Max). Rally System 2 will be available in mid-2027. Pricing was not announced. Logitech also announced upgraded Tap devices for room control and scheduling.
- [Focus on Trust, Not Technology](https://www.metrigy.com/product/focus-on-trust-not-technology/): Author: Layne Haaksma, Senior Research Analyst What financial services customers say about CX and AI Ask a bank customer what went wrong on their last call, and the answer is rarely “the chatbot was dumb” or “I didn’t want to talk to a machine.” More often, it’s some version of: “I had to repeat myself. I got transferred. I couldn’t reach a person when I needed one.” According to Metrigy’s second-quarter 2026 AI Consumer Experience Index study of 1,000 demographically representative U.S. consumers, conducted in partnership with NiCE, financial services customer experience (CX) is holding steady over first quarter with overall solid reviews from its consumers. The industry has an opportunity that many others don’t: Proof, in its own AI-driven fraud programs, that consumers will embrace automation when it is built around trust rather than deflection. The challenge is extending that same logic to the rest of the service experience. Table of Contents Introduction A Steady Quarter, Not a Standout One The Real Friction Point Isn’t the AI – It’s the Verification The Channel Shift Already Under Way Where AI Already Has Consumers’ Trust: Fraud and Security The Emotional Aftermath: Confidence is the Prize What This Means for Financial Services CX Leaders Conclusion Working With Metrigy 
- [Buying Strategies for Communications Services](https://www.metrigy.com/product/buying-strategies-for-communications-services/): Author: Robin Gareiss, CEO and Principal Analyst How enterprises are working with channel partners and platform providers, and why channel partners decide to work with platform providers Metrigy’s global benchmark study analyzes how enterprise decision-makers procure Unified Communications and Collaboration (UCC), Contact Center (CCaaS), and global voice services, alongside the evolving role of technology channel partners. Key Trends & Insights Direct Procurement Shift: Most organizations prefer buying directly from platform providers over third-party channels, though larger enterprises continue to rely heavily on channel partners for complex integrations and ongoing management. Value of the Channel Ecosystem: While individual platform providers are often cited as single top-value partners, the broader channel ecosystem—including VARs, MSPs, TSDs, and integrators—collectively drives the majority of ongoing operational value for enterprises. Unified Communications & Contact Center Alignment: A strong majority of organizations purchase their unified communications and contact center platforms together from a single source, seeking unified capabilities and simplified administration. AI Transformation in Selection Criteria: The rapid integration of AI is actively reshaping vendor criteria. Enterprises prioritize platforms and partners that offer pre-built integrations, agent assist, and governance capabilities, with specialized AI experts rapidly growing in strategic importance. Integration Capabilities Lead Decision-Making: Across both platform providers and channel partners, technical integration capabilities, competitive pricing, and domain expertise are the primary drivers when selecting a primary vendor. Partner Expectations: Channel partners choose vendor platforms based on technological innovation and AI leadership, calling on primary vendors to provide enhanced channel support, deeper vertical expertise, and better account management.
- [UCaaS + CCaaS MetriRank 2026](https://www.metrigy.com/product/ucaas-ccaas-metrirank-2026/): Authors: Diane Myers, Senior Research Director Businesses have used single-vendor solutions for enterprise telephony/PBX and contact center platforms for years in legacy, on-premises deployments. Vendors included Alcatel-Lucent, Avaya, Cisco, Genesys, Mitel, NEC, Nortel, Siemens, and many others that no longer exist. The shift away from single-vendor solutions began with the emergence of unified communications (UC) and the move to the cloud with UC as a service (UCaaS). Options for telephony and UC services expanded and created a disparate provider landscape. Today more than 50% of business lines are on UCaaS. Contact center as a service (CCaaS) came eventually through the innovation of a different set of providers. As businesses have continued the migration to these cloud services, provider selection has become fragmented. The UCaaS market share leader, Microsoft, rolled out CCaaS services in 2026, but on a separate platform. The CCaaS market share leaders, NiCE, Genesys, and Five9, offer UCaaS services through various third-party partnerships or integrations. The market is at an inflection point where businesses are actively seeking unified UCaaS and CCaaS services. Metrigy’s MetriCast 2026 global market study of 1,437 companies finds that 41.8% of research participants are using the same vendor for UCaaS and CCaaS but not necessarily via an integrated platform. Adoption rates are higher across smaller businesses, but interest is growing among larger enterprises. The top values companies have recognized in working with a single-vendor solution are the ability for agents to chat and collaborate seamlessly in resolving customer issues and cost savings. In this inaugural UCaaS + CCaaS MetriRank 2026 report, Metrigy considered providers that have both service elements running across a common platform. We used combined UCaaS and CCaaS market share to determine inclusion in the report and in determining the overall leadership score, but market share momentum, product mix, and customer sentiment are significant at setting providers apart in the rankings. All the providers offer fundamental UC and contact center capabilities, but for this report we evaluated key integrated capabilities, such as presence synchronization, collaborative customer support tools, consolidated analytics and artificial intelligence (AI) functionality, and unified call routing.
- [Metrigy AI Sentiment and Usage: 3Q 2026](https://www.metrigy.com/product/metrigy-ai-sentiment-and-usage-3q-2026/): Author: Matt Craig, Senior Director of Product Development The Metrigy AI Sentiment Index is a quarterly measure of how the American public perceives and uses artificial intelligence. Built on a demographically representative survey of U.S. adults, the index tracks sentiment across three dimensions—personal, societal, and economic—and distinguishes how people feel about AI today versus where they expect it to head over the next decade. Each report explores adoption and usage patterns, attitudes in the workplace, trust and transparency concerns, and how sentiment varies across income, education, gender, and age—tracking the direction of public sentiment toward AI quarter over quarter and what it means for businesses navigating an AI-driven landscape.
- [Slack Advances AI Teamwork](https://www.metrigy.com/product/slack-advances-ai-teamwork/): Author: Irwin Lazar, President and Principal Analyst What's the news? On Sept. 15, 2026, Salesforce announced several upgrades for Slack, all designed to make Slack the home for AI-based teamwork and collaboration. Updates include: Slackforce – An AI interface into Salesforce, enabling Slack to serve as the front-end for human and agentic interaction with Salesforce data. Slackforce enables teams to create a Slackforce Surface, providing customized reporting, dashboards, and interactive analysis capabilities that previously could only be built within Salesforce’s own UI. A Slackbot enhancement that brings a conversational assistant directly into collaboration channels so that all channel members have access to contextual assistance. Integration of Slackbot into the Salesforce Lightning UI to allow users to chat, via Slack, without leaving Lightning. New “Big Mode” Slackbot interface in Slack providing a place where users can work on dedicated projects such as content creation, research, or analysis. Slack plans to add video-generation capabilities this fall. Slack Code to allow users to create, review, edit, and ship code, all within Slack. This approach allows developers to more easily collaborate around code generation. It includes integrations with Anthropic, Cognition, GitHub, Vercel, and OpenAI. Slackforce, Lightning integration, Big Mode, and Slack Code are all available now. Slackbot in Slack channels is in early pilot. Slackbot capabilities are available in Business+ and Enterprise+ plans. Slackbot in Lightning is available to non-Slack customers through Flex Credits. Slack also announced a preview of Slack Frontline, designed specifically for deskless workers with features including work scheduling, company news sharing, and user support.
- [AI in Workplace Collaboration: How Healthcare Organizations Address Security and Compliance Needs](https://www.metrigy.com/product/ai-in-workplace-collaboration-how-healthcare-organizations-address-security-and-compliance-needs/): Author: Irwin Lazar, President and Principal Analyst Healthcare organizations represent 11% of the 759 companies that participated in Metrigy’s global AI in Workplace Collaboration: 2026-27 study. While many of the broad trends shaping artificial intelligence (AI) adoption in workplace collaboration (WC) tools apply across industries, healthcare organizations show meaningful differences in investment priorities, use case focus, compliance posture, and security strategy compared to the overall research population. This report examines those differences across five dimensions: AI strategy and budget Use case and goal prioritization Custom agent deployment Security and compliance program maturity Meeting data governance The analysis draws on Metrigy’s full dataset of 759 organizations and the healthcare vertical cut representing 83 organizations across healthcare facilities, providers, and manufacturers (including pharmaceuticals). Table of Contents Executive Summary AI Strategy Prefers WC Tools Budget: Healthcare Firms Slower to Increase Spend Three Metrics Driving Healthcare AI in WC Goals Healthcare AI Use Cases Custom Agents and Workflow Studios Automating Operations Security and Compliance Strategy: Healthcare Slightly Ahead Security Plan Components: Specialty Tools and Data Sovereignty Data Compliance Applying to Meeting Assets Ahead Key Takeaways and Recommendations Working With Metrigy
- [New Microsoft Tool Accelerates Migration to Dynamics 365](https://www.metrigy.com/product/new-microsoft-tool-accelerates-migration-to-dynamics-365/): Author: Beth Schultz, VP of Research and Principal Analyst What's the news? On Sept. 9, 2026, Microsoft launched Dynamics 365 Activate in public preview to speed enterprise migrations from Salesforce CRM to Dynamics 365, with support for enterprise resource planning coming later in the year. The AI-powered tool scans legacy Salesforce environments—analyzing data models, business workflows, custom entities, and system dependencies—to determine what needs to move, where problems might crop up, and how to prepare for the transition to eliminate technical debt rather than recreating historical complexity. Dynamics 365 Activate will support three implementation paths: Start new – Creates solutions for new business models and operational requirements Move from a known source – Uses AI to analyze legacy data, customizations, and dependencies before migrating Grow what exists – Extends current Dynamics 365 environments into new regions or business units without repeating discovery
- [What Separates the Companies Winning with AI](https://www.metrigy.com/product/what-separates-the-companies-winning-with-ai/): Author: Metrigy Analyst Team Findings from recent Metrigy research across 759 organizations As companies progress with their enterprise AI buildouts, the question has shifted from whether to adopt AI to why some companies get such better outcomes than others. Recent Metrigy research spanning AI strategy and foundations, organizational best practices, customer experience, and workplace collaboration surfaces the same pattern in every area: One set of companies consistently pulls above-average business results out of AI, while the rest do not. Table of Contents Executive Summary A Widening Gap Four Fronts Where the Divide Shows Up Data Foundation Beats Model Choice Who Owns AI The Customer Confidence Gap In-App AI in Collaboration Additional Themes From the Research Benchmark Yourself Where to Go From Here About the Research Working With Metrigy
- [Crescendo Launches AI-Native, Unified CX Platform](https://www.metrigy.com/product/crescendo-launches-ai-native-unified-cx-platform/): Author: Beth Schultz, VP of Research and Principal Analyst What's the news? On Aug. 25, 2026, Crescendo launched the AI-native Crescendo Customer Experience Platform (CXP), integrating contact center software, ticketing, workforce management, quality assurance, customer feedback metrics, and knowledge repositories into one system. Rather than adding AI as a secondary feature onto legacy architectures, Crescendo built this platform from the ground up to utilize specialized AI agents that execute core customer service roles. An underlying layer called the Agentic Foundation enables these agents to orchestrate workflows, integrate with backend systems, and test modifications against simulated traffic. These specialized agents are: Concierge – Interacts with customers through chat, email, messaging, and voice, resolving inquiries autonomously and transitioning complex issues to human representatives with the full context intact Agent Assist – Offers real-time guidance to human specialists during live calls, sending evaluations as cohesive decision packets Applied Insights – Evaluates customer dialogues and outcomes to explain fluctuations in performance metrics Quality – Automatically grades all customer conversations for compliance, empathy, and accuracy Workforce – Schedules human staff and forecasts interaction volume The base platform, available today, includes standard enterprise security controls, compliance features, and APIs.
- [The Promise & Implications of AI Orchestration](https://www.metrigy.com/product/the-promise-implications-of-ai-orchestration/): Author: Beth Schultz, VP of Research and Principal Analyst How an AI orchestration layer could reshape the enterprise application landscape Leading enterprises are continuously on the hunt for ways to streamline operations and efficiency. Currently, this search has placed AI orchestration in the crosshairs — with good reason. AI orchestration can lead to significant transformation behind the scenes, as we’ll explore in this report. Table of Contents Establishing the Groundwork for AI Orchestration AI Orchestration Defined Orchestration vis a vis Enterprise Applications Replacement Potential An Answer to App Fragmentation Cost Considerations Organizational Viewpoint Conclusion & Recommendations Working With Metrigy
- [Workplace Collaboration MetriCast Study: 2026](https://www.metrigy.com/product/workplace-collaboration-metricast-2026/): Author: Diane Myers, Principal Analyst Based on a large global study with global decision makers, Metrigy analyzes buy-side purchasing plans for the upcoming year. We look at technologies in use, vendors, spending, ratings of vendors, and relative success using them. We also examine businesses that are changing, or planning/evaluating whether to change, a vendor, what's driving them to leave, and which new providers they are considering. Product/service areas include: UCaaS Premises-based PBX/UC platforms Video room systems Audio and video endpoints, including phones Headsets Enterprise SBCs SIP trunking
- [Achieving AI in Workplace Collaboration Success](https://www.metrigy.com/product/achieving-ai-in-workplace-collaboration-success/): Author: Irwin Lazar, President and Principal Analyst Leveraging built-in tools, governance, and knowledge sharing are keys Achieving success with the use of artificial intelligence (AI) in workplace collaboration (WC) applications remains elusive for many organizations. Metrigy’s AI in Workplace Collaboration: 2026-26 global research study with 759 companies found that those that have measurable success, defined as achieving above-average cost reductions, sales improvement, and employee efficiency gains from their use of AI for WC, have several approaches in common. These include: Leveraging AI tools available directly within collaboration applications Providing tools for custom agent creation Creating communities and training to increase AI literacy Proactive governance Organizations that adopt these strategies are already seeing increased success compared to peers that lag. Table of Contents Executive Summary AI Tool Choice: Native or Frontier Models? Achieving AI in Workplace Collaboration ROI Riding the Agentic Wave Sharing Best Practices and Encouraging AI Adoption Implementing Proactive Governance Conclusions and Recommendations Working With Metrigy
- [The Connected Clinic 2026: Unifying Care, Operations, and Patient Communication](https://www.metrigy.com/product/the-connected-clinic-2026-unifying-care-operations-and-patient-communication/): Author: Beth Schultz, VP of Research and Principal Analyst Not available for licensing. As a practice owner, your goals are clear: achieve better healthcare outcomes, grow your practice, and ensure your patients have a positive experience—all while meeting strict privacy and regulatory requirements. Providing excellent care means always being available to support your patients, no matter when or why they reach out, including the top 10 reasons why patients reach out, as listed below. If your practice isn't handling patient communications efficiently, things can quickly go wrong, leading to broken patient-provider relationships, damage to your reputation, loss of revenue, and staff burnout. Fortunately, customer experience (CX) technology, including artificial intelligence (AI), can help address these challenges. Based on Metrigy’s CX research, this ebook shares insights on how healthcare organizations are advancing patient engagement, with practical examples from healthcare clinics, family practices, and outpatient services. Table of Contents Transforming the Patient Experience Head to the Cloud to Reduce Technical Pain Points, Gain Agility Unifying the Care Journey Solving the Staffing Crisis with AI Achieving Operational Efficiency & Workflow Automation Bridging the Patient Communication Gap with Omnichannel Reducing No-Shows and Revenue Leakage via Proactive Outreach Ensuring Security and Compliance in a Digital-First World Recommendations for 2026 and Beyond About Metrigy | About GoTo
- [2026 Workplace Collaboration MetriStar – Unified Communications as a Service](https://www.metrigy.com/product/2026-workplace-collaboration-metristar-unified-communications-as-a-service/): Author: Irwin Lazar, President and Principal Analyst Six providers earned Metrigy’s 2026 MetriStar Top Provider Award for Unified Communications as a Service (UCaaS). The value of the MetriStar Award is that it is based on customer ratings of providers and quantitative metrics correlating the use of a vendor’s products and services with measurable business success. Product Category Unified Communications as a Service: UCaaS is a cloud-based suite of integrated communications and collaboration applications. At a minimum, UCaaS offerings must include calling to and from the public switched telephone network (PSTN). UCaaS may be sold as telephone-only services or bundled with other UC features, including meetings, messaging, and contact center. All applications for call control are hosted by the service provider, though customers may deploy local equipment for PSTN connectivity and remote site survivability. Endpoints may include software apps, physical phones, or conferencing devices. Services are typically sold on a per-user seat basis, with most providers offering volume and length-of-term discounts. UCaaS may include bundled PSTN access and/or the ability for customers to use their own PSTN connectivity services (an approach known as bring your own carrier, or BYOC).
- [2026 Workplace Collaboration MetriStar – Room Video Conferencing Systems](https://www.metrigy.com/product/2026-workplace-collaboration-metristar-room-video-conferencing-systems/): Author: Irwin Lazar, President and Principal Analyst Three providers earned Metrigy’s 2026 MetriStar Top Provider Award for Room Video Conferencing Systems. The value of the MetriStar Award is that it is based on customer ratings of providers and quantitative metrics correlating the use of a vendor’s products and services with measurable business success. Product Category Room Video Conferencing Systems: Room video conferencing systems include components for enabling video conferencing within meeting rooms and huddle spaces. At a minimum, vendors in this category provide cameras and camera systems to capture in-room participants. Vendors may also offer additional capabilities, including microphones, speakers, whiteboard cameras, and cameras integrated into screens. They may offer various form factors, including video bars (with or without built-in compute) or kits that bundle together cameras, speakers, microphones, and compute.
- [eSBC Quarterly Market Share & Forecast Report: 1Q26](https://www.metrigy.com/product/esbc-quarterly-market-share-forecast-report-1q26/): Authors: Diane Myers, Senior Research Director Metrigy’s Workplace Collaboration MetriCast 2025 study for eSBCs shows modest adoption rates as businesses continue migration to UCaaS and contact center-as-aservice (CCaaS) offerings. An eSBC may not be necessary if customers purchase PSTN connectivity as part of their UCaaS or CCaaS service. Alternatively, UCaaS and CCaaS customers may purchase separate PSTN connectivity via providers that offer eSBC functionality as a cloud-hosted service (SBC as a service, or SBCaaS), eliminating the need for on-premises eSBCs. Organizations (especially larger ones) that connect their on-premises UC or contact center platforms to SIP trunking providers are still adopting eSBCs. As a primary example, companies using Direct Routing as a PSTN connectivity option for Microsoft Teams are likely to require eSBC deployment if they have a multi-carrier environment or wish to centralize PSTN connectivity for multiple UC and contact center platforms. The use of an eSBC as a branch appliance for remote survivability also has the potential of helping drive new opportunities. This report provides in-depth details on eSBC adoption, market size and forecast, and market shares, along with segmentation by size and global region. Highlights include the following: The global market size for eSBCs was $437.1 million in 2025, down 14.7% year-over-year (YoY). Metrigy forecasts the market to decline at a 4.7% CAGR from 2025 to 2030, reaching $343.0 million by 2030, a significant drop since our half-year forecast update in 2025. The decline is due to slowing of shipments and pricing drops. eSBC session shipments contracted 13.5% in 2025 to 33.3 million. eSBC sessions will decline 4.0% CAGR from 2025 to 2030, dropping to 27.2 million sessions in 2030. The market slows as businesses transition from dedicated appliances managed on premises to SBCs in the cloud managed as a service (the SBCaaS model). eSBCs are in use worldwide; adoption rate is highest in North America, where 36.4% of businesses had an eSBC in use in 2025 when surveyed for this MetriCast study. Companies with 2,501 to 10,000 employees utilize eSBCs more so than smaller businesses or the very large enterprises, with 47.1% of businesses being in that band. Based on 2025 eSBC revenue, Oracle is the global market share leader at 19.9% share, followed by AudioCodes (15.7%) and Cisco (15.2%). AudioCodes and Ribbon are positioned with Microsoft Teams calling, which represents a significant opportunity for SIP connections. Cisco and Oracle solutions are also Teams-certified. 1Q26 eSBC global revenue was down 7.0% YoY from 1Q25. For the quarter, Oracle was the market share leader with 20.6% revenue share, followed by AudioCodes (16.7%) and Cisco (16.0%). Among those using eSBCs, 54.5% have no plans to replace their primary vendor. Poor customer service is the number one reason for those looking to make a change, followed by product unreliability.
- [PBX & UC Quarterly Market Share & Forecast Report: 1Q26](https://www.metrigy.com/product/pbx-uc-quarterly-market-share-forecast-report-1q26/): Authors: Diane Myers, Senior Research Director The Workplace Collaboration MetriCast 2025 market study shows continued decline for on-premises PBXs. For features beyond calling, businesses now typically bolt on collaboration services such as meetings and messaging from the cloud, while some continue to utilize legacy on-premises conferencing and collaboration applications. As with declining markets, the on-prem PBX business has collapsed to just a few vendors. In order of share, Cisco, Mitel, Avaya, Alcatel-Lucent Enterprise (ALE), and NEC hold the bulk of the market. A few other vendors and open-source options comprise the remaining business. Of the five with on-prem PBXs, only Cisco and ALE have their own UCaaS offerings, placing them in a unique position of having the potential to keep those calling customers on their own platforms as they migrate to cloud. This report provides details on dedicated PBX spending, market shares, market size and forecast, and vendor selection, along with segmentation by size and global region. Highlights of the study include the following: While the market for PBXs has been declining since 2012, it is still a billiondollar market globally. The global market size for PBXs was $1.8 billion in 2025, down 4.6% year-over-year (YoY). Metrigy forecasts the market to decline at a 7.4% CAGR from 2024 to 2030, ending at $1.2 billion by 2030. The market decline is due to the transition to UCaaS and businesses holding onto PBX assets for 20+ years, with limited reason to upgrade core telephony solutions. Metrigy measures PBX manufacturing revenue only; it does not include revenue from management systems, service, or support in the forecast. PBXs are deployed worldwide, but 47.2% of revenue ($874.5 million) came from North America in 2024. Companies with over 10,000 employees represent the largest spend on PBXs in 2024, at $740.0 million, or 39.9% of the total. Based on 2025 PBX revenue, Cisco is the global market share leader at 45.8% share, followed by Avaya (19.8%) and Mitel (17.0%). For the year, the two standouts include Avaya, which grew revenue 1.4% YoY, and Alcatel-Lucent Enterprise, with flat YoY revenue. 1Q26 PBX revenue declined 3.1% YoY from 1Q25. For the quarter, Cisco led global PBX revenue market share with 43.3% share, followed by Mitel (18.6%) and Avaya (17.9%). Cisco recorded a 6.8% YoY decline of its PBX revenue in the quarter, leading the quarterly drop. Among companies using on-prem PBXs, only 35.9% have no plans to replace their primary vendor. Cost and lack of analytics capabilities are the top reasons for those looking to make a change, followed by lack of AI capabilities and third-party application integrations. The criteria that businesses value most with a PBX is platform reliability, followed by security and technical features.
- [CPaaS Quarterly Market Share & Forecast Report: 1Q26](https://www.metrigy.com/product/cpaas-quarterly-market-share-forecast-report-1q26/): Authors: Diane Myers, Senior Research Director Metrigy’s Customer Experience MetriCast 2026 market study for CPaaS underscores the importance organizations place on the ability to customize their customer engagement features and add cloud-based applications for improved customer experience. A total of 35.4% of organizations are using CPaaS and another 25.1% plan to do so by the end of 2026. This report provides details on CPaaS spending, market size and forecast, and vendor selection, along with segmentation by size and global region. Highlights of the study include the following: CPaaS platforms are most widely used by companies with 1,001 to 2,500 employees; 48.8% of companies in this size range are using CPaaS as part of their CX strategy. Regionally, CPaaS platforms are most widely adopted in North America (40.5% of companies have adopted), followed by APAC (31.1%) and Europe (30.9%). The global market size for CPaaS platforms was $14.9 billion in 2025, up 4.2% year-over-year (YoY). We are forecasting the market to grow at a 2.7% 202530 CAGR, reaching $17.0 billion by 2030. The overall forecast is down from what we had forecast a year ago—not because of lack of demand, but rather because providers have been getting tougher, shedding bad accounts and “right-sizing” revenue. And pricing pressures remain in some areas with competitive options. Numerous companies offer CPaaS capabilities, delivering both out-of-the-box and customized, cloud-based applications. These include CPaaS specialists such as Alibaba, Bandwidth, Infobip, IntelePeer, Bird (formerly MessageBird), NUSO (formerly Brightlink), Plivo, Sinch, Tata Communications (formerly Kaleyra), Twilio, and Vonage, as well as unified communications as a service (UCaaS) and CCaaS companies such as 8x8, Alcatel-Lucent Enterprise (ALE), Avaya, Cisco, Microsoft, and RingCentral. Based on 2025 CPaaS revenue, Twilio is the global market share leader at 25.4% share, followed by Infobip (under non-disclosure), Sinch (12.4%), and Alibaba (6.6%). Twilio not only led the market in 2025 but also grew well about the market average, with 12.2% YoY growth. Other providers with double-digit growth include Bandwidth, Tanla, and Infobip. In 1Q26, Twilio led the way with 26.6% market share, growing its CPaaS revenues 13.0% YoY. Following Twilio in the quarter was Infobip, Sinch, Alibaba, and Vonage. Programmable messaging remains the largest driver of CPaaS revenue, followed by voice and then email. Among companies that already have adopted CPaaS platforms, 37.3% have no plans to replace their primary provider. The rest are either replacing, have plans to replace, or are evaluating whether to replace their provider, or they are unsure. High cost tops the reasons for replacement. As usage of CPaaS expands, spending rates will increase each year. Nearly 48% increased CPaaS spend in 2025, 43.6% plan to increase spend in 2026, and 46.4% plan an increase in 2027. For those companies that plan on decreasing their CPaaS spend, eliminating CPaaS usage is the leading reason.
- [CRM Quarterly Market Share & Forecast Report: 1Q26](https://www.metrigy.com/product/crm-quarterly-market-share-forecast-report-1q26/): Authors: Diane Myers, Senior Research Director Metrigy’s Customer Experience MetriCast 2026 market study highlights the growing importance of CRM for managing customer data, with adoption remaining high as organizations continue to recognize its vital role in driving business success. According to the study, a total of 52.4% of organizations are using CRM now, and another 18.7% plan to begin using CRM by the end of 2026. This lower rate of adoption is a reflection of a large portion of smaller businesses in the 2026 MetriCast study. With businesses with more than 1,000 employes the more than 70.0% of organizations currently use a CRM platform. This report provides details on CRM spending, market size, and forecast and market share, along with segmentation by size and global region. Highlights of the study include the following: CRM platforms are widely adopted by companies of all sizes, with greater adoption the larger the company. Usage among companies with fewer than 250 employees is 40.7%, while usage at companies with between 1,000 and 2,500 employees is 74.4%. Regionally, CRM platforms are most widely adopted in North America (53.9% of companies have adopted), followed by Europe (51.8%) and APAC (50.2%). The global market size for CRM platforms was $83.0 billion in 2025, up 3.0% year-over-year (YoY). We are forecasting the market to grow at a 1.6% 2025- 30 CAGR, reaching $89.7 billion by 2030. We have adjusted the overall forecast down slightly due to slower growth in every region except North America. Numerous companies offer CRM, which is predominantly delivered as a cloud service today. Among more than 30 CRM vendors in the market, Salesforce is the global revenue market share leader, with 26.2% of CRM revenue in 1Q26. Salesforce is followed by Microsoft, Adobe, and Oracle. HubSpot and Microsoft posted the most significant YoY revenue growth, at 23.4% and 21.3%, respectively. Among companies that already have adopted CRM, 49.4% have no plans to replace their primary provider. The rest are either replacing, have plans to replace, are evaluating replacing their provider, or are unsure. Company policy and lack of AI capabilities are tied as the biggest reasons to evaluate (33.6% each), followed by cost (32.8%). For those companies evaluating CRM providers, the most important criteria are reliability, followed by integrations and technical features.
- [CCaaS & Contact Center Platforms Market Share & Forecast Report: 1Q26](https://www.metrigy.com/product/ccaas-contact-center-platforms-market-share-forecast-report-1q26/): Author: Diane Myers, Senior Research Director Metrigy’s CX MetriCast 2026 market study for contact center platforms shows the continued movement from premises-based contact center infrastructure to multitenant, cloud-based services that provide contact center operations with more flexibility and access to the latest features and capabilities. The study shows 33.1% of all companies surveyed use CCaaS, 35.9% use a dedicated hosted platform company-owned and managed by a third party, and 32.3% use on-premises platforms—either fully on premises or physically located in a third-party data center but hosted/managed by the enterprise organization. Another 26.7% plan to be using CCaaS by the end of 2026. This report provides details on contact center platform adoption and in-depth spending, market size, forecast, and vendor selection across CCaaS and onpremises/ dedicated contact center platforms, along with segmentation by size and global region. Highlights of the study include the following: The global market for on-premises contact center platforms (license and system revenue) was $1.7 billion in 2025, a 20.4% year-over-year (YoY) decline as contact center operations continue to migrate to CCaaS. This decline was more severe than the 5.3% YoY decline the market posted in 2024. Metrigy forecasts the market to continue decreasing over the forecast period, with a negative 8.7% five-year revenue CAGR (2025-2030). Metrigy forecasts for on-premises contact center platforms do not include maintenance and support revenue. The number of dedicated contact center platform vendors is small, with the 2025 market share leader being Avaya (36.3% of global revenue), followed by Genesys (12.9%), and Cisco (10.0%). For 1Q26, the on-premises/dedicated contact center platform market declined 26.1% YoY to $348.0 million. Avaya led the market in the quarter with 39.2% revenue market share. On-premises contact center platforms are most widely used by larger enterprises. Nearly 48% of companies with more than 2,500 employees and 36.0% of companies with between 1,000 and 2,500 employees are using onpremises contact center platforms today as part of their CX strategy. Regionally, dedicated contact center platforms are most widely adopted in Europe (34.2% using now), followed by North America (32.6%) and APAC ©Metrigy Research Corp., 2026 www.metrigy.com 4 (29.6%), while CCaaS platform adoption skews higher in APAC (33.9%) and North America (33.6%) and less in Europe (31.6%). Among companies that use dedicated contact center platforms, 24.4% have no plans to replace their primary vendor. The rest are either replacing, have plans to replace, are evaluating whether to replace, or are unsure. Lack of AI capabilities is the top reason businesses are changing or evaluating a vendor, followed closely by the desire to use a single, integrated unified communications/contact center (UC/CC) platform and high cost. The global market size for CCaaS was $8.4 billion in 2025, up 16.4% YoY. Metrigy forecasts the market to grow at a 9.8% CAGR from 2025 to 2030, reaching $13.3 billion by 2030. More than two-thirds of agent seats are still on customer-owned and -managed platforms, representing significant upsell potential for CCaaS. CCaaS is most prevalent in North America, with $6.0 billion in revenue in 2025, up 14.5% YoY. Companies with 50 to 249 employees accounted for $3.5 billion in CCaaS 2025 revenue globally, up 15.1% YoY. There are a number of CCaaS providers, global and regional, with varying levels of capabilities. Based on 2025 CCaaS revenue, NiCE is the global revenue market share leader with 22.3% share, followed by Genesys with 20.0% and Five9 with 12.7%. Other leading providers, in order of share, are AWS, Talkdesk, Cisco, Content Guru, 8x8, Twilio, Dialpad, Vonage, and Sprinklr. The leading providers posted double-digit YoY growth in 2025, with Cisco leading at 41.8% growth, followed by Dialpad with 25.8% growth. For 1Q26, the CCaaS market grew 14.5% YoY in the quarter to $2.3 billion. NiCE led the market with 22.1% revenue market share. Among those using CCaaS, 31.5% have no plans to replace their primary provider. For companies that do plan a change, the desire to use a single, integrated UC/CC provider is the number one reason, followed by high cost and insufficient integrations. Service reliability is the most important CCaaS provider evaluation criterion.
- [Vonage Brings Network API Protection to Okta](https://www.metrigy.com/product/vonage-brings-network-api-protection-to-okta/): Author: Irwin Lazar, President and Principal Analyst What's the news? On July 8, 2026, Vonage announced Vonage Protection Suite for Okta, bringing advanced network API-based security capabilities to Okta’s enterprise authentication suite. The Vonage suite allows Okta users to send one-time passwords (OTP) while leveraging the Vonage Verify Network API to ensure recipient identity. The Vonage Protection Suite includes multiple protection layers, including checking OTP recipient numbers against mobile operator databases, validating number format, and optional blocking of SMS attacks. Vonage Protection Suite for Okta is available now and is billed on a usage-based basis.
- [Zoom to Tap Buyer Intelligence in Common Room Acquisition](https://www.metrigy.com/product/zoom-to-tap-buyer-intelligence-in-common-room-acquisition/): Author: Beth Schultz, VP of Research and Principal Analyst What's the news? Zoom kicked off July by announcing its plans to acquire Common Room, an AI-native buyer intelligence platform, to bolster its Zoom Revenue Accelerator (ZRA) revenue orchestration platform. Common Room addresses the challenge of fragmented buyer signals by centralizing data from various enterprise systems, including CRM, engagement, marketing, and product usage, and creating unified person-level intelligence for AI activation. Common Room AI agents, surfaced inside existing revenue team interfaces, can handle tasks such as account and contact research, message personalization, and prospecting. These capabilities will complement the real-time coaching, deal intelligence, and forecasting that ZRA enables via analysis of sales conversations. Zoom expects the transaction to close in coming weeks, subject to standard closing conditions. It did not disclose the financial value of the acquisition.
- [Healthcare: More Touchpoints, Higher Stakes](https://www.metrigy.com/product/healthcare-more-touchpoints-higher-stakes/): Author: Layne Haaksma, Senior Research Analyst From risk management to model adoption, a comparative look at how healthcare approaches foundational AI strategies No industry sees more consumer contact than healthcare, according to Metrigy’s 2Q AI Consumer Experience Index research study, conducted in partnership with NiCE. In 2Q26, 59.3% of the 1,000 U.S. adults who participated in the study reported a customer service interaction with a healthcare organization in the past six months, topping retail (55.2%) and financial services (46.4%). That volume is not incidental. Healthcare weaves into people’s lives in ways that other industries simply do not. Billing questions, prescription refills, appointment scheduling, insurance navigation, clinical results—these interactions arrive with a frequency and emotional weight that puts healthcare in a category of its own. That distinction matters for how we read the data. When a retail interaction goes wrong, the consumer often expresses frustration. When a healthcare interaction goes wrong, the consumer tends to feel more heightened emotions, like worry and anger, given the personal nature of the engagement. The inverse is also true. When a healthcare interaction goes well, consumer reactions may go beyond just satisfaction to reassurance or relief. In the 2Q26 study, the top two emotions consumers reported feeling after healthcare interactions are contentment (20.2%) and relief (19.8%). Compared to other industries, a higher percentage of healthcare consumers selected “relieved”—signaling that patients enter these interactions carrying anxiety, and the job of healthcare CX is, in part, to resolve it. Overall, healthcare posted a positive CX Index of 104.7 in 2Q26, up from the first-quarter baseline score of 100, with 72.4% of consumers rating their experience either good or excellent. Among all tracked industries, healthcare is second, just behind retail, in overall CX quality. But consumer sentiment on healthcare’s use of AI tells a different story. This we measure in the Healthcare AI Index, which sits at 99.5, lower than first quarter’s baseline of 100, and well below retail’s 2Q26 113.5 score. The quarter-over-quarter dip, especially when compared to the big jump for retail, signals there may be some tension in healthcare CX today. There is strong human-led service (CX Index), but not-so-strong AI-led care (AI Index). Why does that gap exist? For one, the patient population that uses healthcare most heavily—seniors 65 and older—is also the demographic that is most resistant to AI in the entire study. Because this group generates a disproportionate share of healthcare interactions, their skepticism pulls the AI Index down in ways it doesn’t in other industries. Another reason is the nature of healthcare interactions demands strong trust. Research from this quarter shows that trust is the single-most-important factor in AI-powered customer service. We’ll dive deeper on trust and reasons for the AI Index change in the “AI’s Unmet Promise in Patient Interaction,” page 5. Table of Contents More Interactions, More at Stake The Phone Still Rings, But the Lines Are Shifting AI’s Unmet Promise in Patient Interactions Healthcare Consumers Mandate Trust Difficulty Reaching Humans Causes Negative Experiences Know Your Patient: The Demographics Behind the Data The AI Superstars—and Why Healthcare Should Pursue Them The Human Loyalists—Healthcare’s Largest User Group The Silent Multitaskers—The Patients of Tomorrow The Tolerant-but-Trapped Middle—A Healthcare Equity Issue What Healthcare CX Leaders Should Do Next 1. Make the Human Easy to Reach 2. Communicate About AI Explicitly 3. Segment Your Channel Strategy by Patient Population 4. Close the Empathy Gap for Lower-Income Patients Working With Metrigy
- [How Healthcare Differentiates on Core AI Practices](https://www.metrigy.com/product/how-healthcare-differentiates-on-core-ai-practices/): Author: Beth Schultz, VP of Research and Principal Analyst From risk management to model adoption, a comparative look at how healthcare approaches foundational AI strategies In our second-quarter 2026 global artificial intelligence (AI) research study, AI Technology Foundation & Strategy: 2026-27, Metrigy has found that companies overall are highly positive about AI’s impact for them. This includes 97.3% of the 79 healthcare companies that participated, even as their CX and IT leaders face unique perils in navigating today’s world of AI everywhere. Challenges for healthcare companies range from the onus of supporting life-or-death decision making, the need to adhere to strict patient privacy regulations, the complications of working with deep-seated legacy systems and processes, and more. Because of these distinct pressures, healthcare CX and IT leaders approach AI implementations differently than their peers in other industries, Metrigy finds. This report delves into exactly where healthcare organizations diverge from the overall study base of 759 companies. By understanding these specific operational and strategic differences, healthcare CX and IT decision makers can evaluate their own progress and adjust their technology roadmaps to align with vertical-specific best practices. This report explores: What healthcare organizations do to support model flexibility and ensure a smooth plan for moving from one model to another Why healthcare organizations lag others in tracking their AI model inventories How healthcare organizations are embracing the AI Center of Excellence (CoE) Why small language models (SLMs) deliver unmatched task optimization for healthcare organizations Table of Contents How Healthcare Stands Apart on AI What’s Included in a Model Exit Plan Governance Blind Spot Elevating AI Leadership to Combat Pilot Failure The Unexpected Reality Of SLMs Conclusion & Recommendations Working With Metrigy
- [Zoom Adds Virtual Agent Builder, Performance Capabilities](https://www.metrigy.com/product/zoom-adds-virtual-agent-builder-performance-capabilities/): Author: Beth Schultz, VP of Research and Principal Analyst What's the news? In a June announcement, Zoom introduced new generative AI agent builder and performance management capabilities for Zoom Virtual Agent, its conversational AI agent for self-service customers. Available now, the new offerings are:  Agent Architect – Provides the ability to generate autonomous AI agents from simple text prompts; supports complex customer journeys Agent Performance Suite – Combines performance testing, quality management, and knowledge base suggestions, enabling teams to: Test, validate, and refine AI agents over their lifecycle, running simulations and comparing against production outcomes Evaluate AI and human agent interactions against the exact same standards to ensure consistency Improve self-service knowledge content by identifying successful human resolutions and drafting new articles to fix knowledge gaps Additionally, Zoom announced multi-location deployment support for Virtual Agent. With this option, organizations can deploy a single AI agent across different locations. Visibility is centralized for management and governance, but each agent can be tailored for a location’s particular needs. Lastly, Zoom has added an outcome-based pricing option for Virtual Agent. The outcome can be resolution or successfully routed interactions across voice and chat.
- [From Auditor to Value Generator](https://www.metrigy.com/product/from-auditor-to-value-generator/): Author: Layne Haaksma, Senior Research Analyst How automated quality management is elevating the supervisor’s role For many contact center operations, automated quality management (AQM) has moved from novelty to expectation. AQM uses artificial intelligence (AI) and machine learning to monitor, evaluate, and surface insights on customer interactions across every channel—compliance checks, performance coaching, and best-practice identification that once consumed hours of supervisor time. In Metrigy’s global Workforce Engagement Management: 2025-26 study of 316 companies, 98.2% of organizations now rate AQM as important to some degree, and most expect at least half of their interactions to be scored automatically. AQM is, in fact, the single-most-common way companies are applying AI to workforce engagement, cited by 51.7% of participants, ahead of every other use case. Yet, a pattern emerges across Metrigy’s research: Organizations adopting AQM aggressively are not using it to replace human evaluation. They are using it to augment it. A large majority of companies, 78.5%, say they feel the need for supervisor evaluations even as AQM scores a growing number of interactions. This report examines why contact centers, even with capable AQM in hand, deliberately keep humans in the quality loop, and what the most successful organizations are doing differently. Table of Contents The Augmentation Era: AQM’s Rapid Rise Finding the Optimal Blend Why Humans Stay in the Loop Trust is Earned, Not Assumed The Reallocation Dividend The Economics of Good Enough Automation The Bottom Line: Designing the Hybrid QM Program Working With Metrigy
- [Contact Center-as-a-Service MetriRank 2026](https://www.metrigy.com/product/contact-center-as-a-service-metrirank-2026/): Authors: Diane Myers, Senior Research Director Contact center as a service (CCaaS) is the fastest-growing contact center platform option, delivering cost-effective services with sophisticated product features. The competitive landscape is broad enough for businesses to find the right option for their unique requirements; various providers focus on specific size, regional, and vertical segments. Metrigy’s Customer Experience MetriCast 2026 global market size and forecast study of 1,437 companies finds that 33.1% of research participants are using CCaaS. By comparison, 32.3% are using on-premises contact center platforms and 35.9% are using dedicated, cloud-hosted platforms. The global market for CCaaS was $8.4 billion in 2025, up 16% year over year. Metrigy forecasts the market to grow at a 9.8% compound annual growth rate (CAGR) from 2025 to 2030, reaching $13.3 billion by 2030. The CCaaS market is highly competitive, with providers of varying sizes, capabilities, and reach. With more than 50 CCaaS providers worldwide, to be in the top 10 to 15 is an honor. In this CCaaS MetriRank 2026 report, Metrigy examines the leading providers. Considering companies in the CCaaS MetriRank, market share is important to overall leadership score, but financial strength and customer sentiment are most significant at setting providers apart in the rankings. Having the right mix of features and capabilities is critical, although most of the top-tier providers share common capabilities. Product development continues to be centered on artificial intelligence (AI), with those efforts having begun in earnest in 2023. When it comes to baseline features and capabilities, including automatic call distributors (ACDs) and interactive-voice-response (IVR) systems, along with add-ons such as analytics, supervisor monitoring, and text-to-speech software, there is little differentiation among CCaaS offerings. Rather, providers are competing for enhancements around AI, agent assist, marketing automation, workforce engagement management (WEM), visual engagement, application programming interfaces (APIs) and integrations, and unified data layers. In some cases, they are vying to be the single-vendor platform for CCaaS, unified communications as a service (UCaaS), communications platform as a service (CPaaS), and/or customer relationship management (CRM). CCaaS providers partner, acquire, and/or develop these capabilities organically, all with benefits and challenges. Although contact center managers seek advanced capabilities, they also need a strong foundation of highly reliable and secure services, which are ultimately reflected in customer satisfaction. Table of Contents CCaaS Leadership Top Providers Providers to Watch About the Report Evaluation Criteria CCaaS MetriRank Market Landscape CCaaS Provider Profiles NiCE Genesys Cisco Five9 AWS 8x8 Talkdesk Twilio Content Guru Sprinklr Vonage Dialpad Appendix Methodology Leadership Metric Definitions Further Reading Working With Metrigy
- [AI Sentiment Index: 2Q 2026 Summary Report](https://www.metrigy.com/product/ai-sentiment-index-summary/): Author: Matt Craig, Senior Director of Product Development The Metrigy AI Sentiment Index tracks how Americans feel about artificial intelligence (AI) and how that feeling changes from one quarter to the next. Each quarter, Metrigy surveys 1,000 U.S. adults sampled to be representative across age, gender, household income, region, and education. Respondents rate AI’s impact across three dimensions (personal, societal, and economic) both as they experience it today and as they expect it to be one to two years out. Those responses feed a diffusion index that subtracts negative shares from positive ones and gives extra weight to the most intense answers, so that strong conviction registers more clearly than mild leaning. First-quarter 2026 set the baseline at 100, and every figure here is measured against that anchor.
- [Microsoft Unifies Human and AI Workforce Management in Dynamics 365](https://www.metrigy.com/product/microsoft-unifies-human-and-ai-workforce-management-in-dynamics-365/): Author: Layne Haaksma, Senior Research Analyst What's the news? On June 22, 2026, Microsoft announced the general availability (effective June 30, 2026) of workforce engagement management (WEM) built natively into Dynamics 365 Customer Service and Contact Center. The release is designed to optimize forecasting, scheduling, real-time operations, and quality management across a blended workforce of human service representatives and AI agents. Key capabilities introduced in the announcement include: AI Agent Estimator: A forecasting tool that allows planners to model expected demand and project capacity for AI agents alongside human staffing, giving finance and IT teams visibility into AI consumption before operations are impacted. Real-time Operations: Capabilities such as real-time adherence and shift-based routing, which ensure work is directed to available human agents based on actual readiness rather than historical volume. Closed-loop Quality Management: Features a Quality Evaluation Agent for AI-led interaction assessments, combined with Screen Recording, policy-based Governance checks, and automated Coaching playbooks. Agentic WEM: Over the coming months, Microsoft will introduce WEM MCP tooling across Microsoft 365 surfaces like Teams and Copilot. This will enable supervisors and agents to complete WEM tasks (e.g., viewing schedules, swapping shifts, requesting time off) via natural language prompts without navigating the full Dynamics 365 application. To support organizations in transition, Microsoft also announced adapters to connect existing WEM solutions from Verint, Calabrio, NICE, and Alvaria to Dynamics 365.
- [Salesforce Embeds WEM into Agentforce Contact Center](https://www.metrigy.com/product/salesforce-embeds-wem-into-agentforce-contact-center/): Author: Layne Haaksma, Senior Research Analyst What's the news? On June 22, 2026, Salesforce announced the addition of workforce engagement management (WEM) capabilities natively to its Agentforce Contact Center platform. Built directly into Salesforce, the new WEM features operate on the same platform that powers customer conversations, CRM data, AI agents, and service workflows, aiming to eliminate disconnected systems and information silos. The new capabilities include: Workforce Management (WFM): Allows supervisors to forecast demand, plan capacity, and optimize schedules directly inside Salesforce. It uses performance data and forecasting models to predict staffing needs across channels while allowing real-time adjustments. Employee Collaboration: Leverages tools like Slack and mobile devices to support agent scheduling preferences, shift management, and feedback. Quality Management (QM): Enables supervisors to evaluate interactions across channels and score them against quality standards directly inside the Salesforce Service Console. Targeted Coaching: Connects evaluations to business outcomes like customer satisfaction and revenue, providing structured evaluation workflows and targeted coaching programs based on real interactions. For organizations that prefer a best-of-breed Contact Center as a Service (CCaaS) approach, Salesforce also highlighted seamless integrations with more than 17 CCaaS partners.
- [Verint Adds AI Orchestration & Enhanced Intelligence](https://www.metrigy.com/product/verint-adds-ai-orchestration-enhanced-intelligence/): Author: Beth Schultz, VP of Research and Principal Analyst What's the news? At its Engage 2026 customer and partner event on June 23, 2026, Verint launched an AI orchestration platform for a hybrid workforce of artificial intelligence (AI) and human agents, along with new workforce, desktop, and quality intelligence capabilities aimed at bolstering desired business outcomes. The AI orchestration environment, called Agent Factory, enables enterprises to build, configure, and manage AI agents for use within automated customer experience (CX) workflows. As such, Verint customers will be able to use AI agents they’ve developed alongside any of the many task-specific AI agents Verint offers, with work flowing to human agents as needed. Additionally, Agent Factory features centralized prompt management, the flexibility to integrate external AI models, and enterprise data governance controls provided via Verint’s CX Automation Platform. The new intelligence capabilities build on this AI orchestration framework. They are: Workforce Intelligence – Available across Verint’s full workforce management portfolio, the enhanced Workforce Intelligence capabilities give supervisors real-time tools for adjusting staffing and task assignments based on in-the-moment conditions and enables them to measure against business outcomes instead of simple schedule adherence Desktop Intelligence – Captures agent screen activity across different applications to analyze and map out efficient workflows, uncover shadow processes, and turn unstructured behavior into AI-ready structured data Quality Intelligence – Extending Verint Quality Automation, this new intelligence capability connects interaction data with backend system actions to verify that agents properly execute the resolutions they promise to customers
- [Anthropic Tags Slack](https://www.metrigy.com/product/anthropic-tags-slack/): Author: Irwin Lazar, President and Principal Analyst What's the news? On June 23, 2026, Anthropic announced Claude Tag, an AI agent that lives within chat apps. Tag allows customers to bring an agent directly into their chat channels and tag it for notifications and follow-up, much as they would do with their human colleagues. Once tagged, Claude will gather context and carry out appropriate follow-on actions. Initially Tag is available within Slack for Claude Enterprise and Team plan customers, with other messaging apps and platforms to follow.
- [Intrado and AT&T Expand NG 9-1-1 Access](https://www.metrigy.com/product/intrado-and-att-expand-ng-9-1-1-access/): Author: Irwin Lazar, President and Principal Analyst What's the news? On June 24, 2026, AT&T and Intrado announced continued collaboration to bring NG (Next Generation) 9-1-1 capabilities to AT&T wireless and voice-over-IP (VoIP) customers. The approach leverages Intrado’s NG Nexus platform to improve 9-1-1 call routing and caller location accuracy.  Specific capabilities include the ability to leverage IP and IPv6-based data for enhanced location and routing accuracy and ensuring consistency with NG 9-1-1 standards and requirements.

## Services
- [Media, PR Firms, and Speaker Bureaus](https://www.metrigy.com/services/media-pr-firms-and-speaker-bureaus/)
- [Investors & Financial Professionals](https://www.metrigy.com/services/investors-financial-professionals/)
- [Technology Vendors & Solution Providers](https://www.metrigy.com/services/technology-vendors-solution-providers/)
- [Expert Guidance for IT, CX, & Business Leaders](https://www.metrigy.com/services/expert-guidance-for-it-cx-business-leaders/)

## Research
- [Workplace Collaboration](https://www.metrigy.com/research/workplace-collaboration-research/)
- [MetriCast Market Share, Forecasting, & Vendor Benchmarking](https://www.metrigy.com/research/market-share-forecasting-vendor-benchmarking/)
- [Customer Experience](https://www.metrigy.com/research/customer-experience/)
- [Artificial Intelligence](https://www.metrigy.com/research/artificial-intelligence-research/)

## Download log
- [Download: Winning the Direct Buyer, Small to Large](https://www.metrigy.com/download_log/download-winning-the-direct-buyer-small-to-large/)
- [Download: Customer Experience Optimization: 2025-26](https://www.metrigy.com/download_log/download-customer-experience-optimization-2025-26-7/)
- [Download: CCaaS & Contact Center Platforms Market Share & Forecast Report: 2Q26](https://www.metrigy.com/download_log/download-ccaas-contact-center-platforms-market-share-forecast-report-2q26-2/)
- [Download: Meta Previews Open Standard for Personal Agents to Work With Businesses](https://www.metrigy.com/download_log/download-meta-previews-open-standard-for-personal-agents-to-work-with-businesses/)
- [Download: The AI Consumer Experience Index 3Q 2026 – In-Depth Report](https://www.metrigy.com/download_log/download-the-ai-consumer-experience-index-3q-2026-in-depth-report/)
- [Download: AI Sentiment Index: 3Q 2026 Summary Report](https://www.metrigy.com/download_log/download-ai-sentiment-index-3q-2026-summary-report/)
- [Download: The AI Consumer Experience 3Q 2026 – Summary Report](https://www.metrigy.com/download_log/download-the-ai-consumer-experience-3q-2026-summary-report-3/)
- [Download: AI in Workplace Collaboration: 2026-27](https://www.metrigy.com/download_log/download-ai-in-workplace-collaboration-2026-27-12/)
- [Download: The AI Consumer Experience 3Q 2026 – Summary Report](https://www.metrigy.com/download_log/download-the-ai-consumer-experience-3q-2026-summary-report-2/)
- [Download: UCaaS + CCaaS MetriRank 2026](https://www.metrigy.com/download_log/download-ucaas-ccaas-metrirank-2026-7/)
- [Download: Cisco Revamps Webex, Adds Hardware, Integrations, and an AI Harness](https://www.metrigy.com/download_log/download-cisco-revamps-webex-adds-hardware-integrations-and-an-ai-harness-2/)
- [Download: Metrigy AI Sentiment and Usage: 3Q 2026](https://www.metrigy.com/download_log/download-metrigy-ai-sentiment-and-usage-3q-2026-2/)
- [Download: Buying Strategies for Communications Services](https://www.metrigy.com/download_log/download-buying-strategies-for-communications-services-7/)
- [Download: Cisco Revamps Webex, Adds Hardware, Integrations, and an AI Harness](https://www.metrigy.com/download_log/download-cisco-revamps-webex-adds-hardware-integrations-and-an-ai-harness/)
- [Download: The AI Consumer Experience 3Q 2026 – Summary Report](https://www.metrigy.com/download_log/download-the-ai-consumer-experience-3q-2026-summary-report/)
- [Download: AI for Business Success: 2025-26](https://www.metrigy.com/download_log/download-ai-for-business-success-2025-26-2/)
- [Download: Intrado and AT&T Expand NG 9-1-1 Access](https://www.metrigy.com/download_log/download-intrado-and-att-expand-ng-9-1-1-access-2/)
- [Download: Why 9-1-1 Compliance Can’t Wait](https://www.metrigy.com/download_log/download-why-9-1-1-compliance-cant-wait/)
- [Download: 9-1-1 Regulatory Compliance Grows](https://www.metrigy.com/download_log/download-9-1-1-regulatory-compliance-grows-3/)
- [Download: CCaaS & Contact Center Platforms Market Share & Forecast Report: 2Q26](https://www.metrigy.com/download_log/download-ccaas-contact-center-platforms-market-share-forecast-report-2q26/)
- [Download: Trust is the Product](https://www.metrigy.com/download_log/download-trust-is-the-product/)
- [Download: UCaaS + CCaaS MetriRank 2026](https://www.metrigy.com/download_log/download-ucaas-ccaas-metrirank-2026-6/)
- [Download: UCaaS + CCaaS MetriRank 2026](https://www.metrigy.com/download_log/download-ucaas-ccaas-metrirank-2026-5/)
- [Download: Buying Strategies for Communications Services](https://www.metrigy.com/download_log/download-buying-strategies-for-communications-services-6/)
- [Download: Logitech Introduces New Video Bar and Audio Innovations](https://www.metrigy.com/download_log/download-logitech-introduces-new-video-bar-and-audio-innovations/)
- [Download: AI Organizational Best Practices: 2026-27](https://www.metrigy.com/download_log/download-ai-organizational-best-practices-2026-27-21/)
- [Download: AI Organizational Best Practices: 2026-27](https://www.metrigy.com/download_log/download-ai-organizational-best-practices-2026-27-20/)
- [Download: Focus on Trust, Not Technology](https://www.metrigy.com/download_log/download-focus-on-trust-not-technology/)
- [Download: AI’s Role in Customer Experience: 2026-27](https://www.metrigy.com/download_log/download-ais-role-in-customer-experience-2026-27-26/)
- [Download: New Microsoft Tool Accelerates Migration to Dynamics 365](https://www.metrigy.com/download_log/download-new-microsoft-tool-accelerates-migration-to-dynamics-365-3/)
- [Download: Buying Strategies for Communications Services](https://www.metrigy.com/download_log/download-buying-strategies-for-communications-services-5/)
- [Download: Buying Strategies for Communications Services](https://www.metrigy.com/download_log/download-buying-strategies-for-communications-services-4/)
- [Download: Buying Strategies for Communications Services](https://www.metrigy.com/download_log/download-buying-strategies-for-communications-services-3/)
- [Download: Buying Strategies for Communications Services](https://www.metrigy.com/download_log/download-buying-strategies-for-communications-services-2/)
- [Download: UCaaS + CCaaS MetriRank 2026](https://www.metrigy.com/download_log/download-ucaas-ccaas-metrirank-2026-4/)
- [Download: Buying Strategies for Communications Services](https://www.metrigy.com/download_log/download-buying-strategies-for-communications-services/)
- [Download: UCaaS + CCaaS MetriRank 2026](https://www.metrigy.com/download_log/download-ucaas-ccaas-metrirank-2026-3/)
- [Download: Healthcare: More Touchpoints, Higher Stakes](https://www.metrigy.com/download_log/download-healthcare-more-touchpoints-higher-stakes-3/)
- [Download: The Retail CX Advantage](https://www.metrigy.com/download_log/download-the-retail-cx-advantage/)
- [Download: UCaaS + CCaaS MetriRank 2026](https://www.metrigy.com/download_log/download-ucaas-ccaas-metrirank-2026-2/)
- [Download: UCaaS + CCaaS MetriRank 2026](https://www.metrigy.com/download_log/download-ucaas-ccaas-metrirank-2026/)
- [Download: Metrigy AI Sentiment and Usage: 3Q 2026](https://www.metrigy.com/download_log/download-metrigy-ai-sentiment-and-usage-3q-2026/)
- [Download: New Microsoft Tool Accelerates Migration to Dynamics 365](https://www.metrigy.com/download_log/download-new-microsoft-tool-accelerates-migration-to-dynamics-365-2/)
- [Download: New Microsoft Tool Accelerates Migration to Dynamics 365](https://www.metrigy.com/download_log/download-new-microsoft-tool-accelerates-migration-to-dynamics-365/)
- [Download: Contact Center-as-a-Service MetriRank 2026](https://www.metrigy.com/download_log/download-contact-center-as-a-service-metrirank-2026-7/)
- [Download: What Separates the Companies Winning with AI](https://www.metrigy.com/download_log/download-what-separates-the-companies-winning-with-ai-2/)
- [Download: Customer Experience MetriCast Study: 2026](https://www.metrigy.com/download_log/download-customer-experience-metricast-study-2026-8/)
- [Download: AI’s Role in Customer Experience: 2026-27](https://www.metrigy.com/download_log/download-ais-role-in-customer-experience-2026-27-25/)
- [Download: AI’s Role in Customer Experience: 2026-27](https://www.metrigy.com/download_log/download-ais-role-in-customer-experience-2026-27-24/)
- [Download: Customer Experience MetriCast Study: 2026](https://www.metrigy.com/download_log/download-customer-experience-metricast-study-2026-7/)

## Team
- [Chyna Carter](https://www.metrigy.com/team/chyna-carter/)
- [Robert Lazar](https://www.metrigy.com/team/robert-lazar/)
- [Angela Faterkowski](https://www.metrigy.com/team/angela-faterkowski/)
- [Elly Hertz](https://www.metrigy.com/team/elly-hertz/)
- [Layne Haaksma](https://www.metrigy.com/team/layne-haaksma/)
- [Diane Myers](https://www.metrigy.com/team/diane-myers/)
- [Matt Craig](https://www.metrigy.com/team/matthew-craig/)
- [Beth Schultz](https://www.metrigy.com/team/beth-schultz/)
- [Chris Zimmerman](https://www.metrigy.com/team/chris-zimmerman/)
- [Irwin Lazar](https://www.metrigy.com/team/irwin-lazar/)
- [Robin Gareiss](https://www.metrigy.com/team/robin-gareiss/)