AI-Driven Workforce Engagement
October 3, 2025
Proactive customer outreach provides several benefits for businesses. It generates revenue, improves customer satisfaction and takes advantage of AI workflows.
The days of waiting for the customer to call you are over — or should be. That is, if your customer experience strategy relies on inbound interactions, you’re already behind. Today, leading companies see proactive customer service outreach as a strategic imperative. As a result, they are shifting their focus from reactive problem solving to proactive customer support.
Why the urgency? Because consumers expect it, and your bottom line demands it.
Metrigy checked in with CX professionals on their plans for proactive outreach. In its “Customer Experience Optimization (CXO): 2025-26” study, Metrigy found all but 4% of companies weren’t reaching out to customers proactively, planning to start doing so by the end of the year, or evaluating how to get started.
- PBXs
- Unified communications as a service (UCaaS)
- Meeting applications
- Video conferencing equipment
- IP desk phones
- Headsets
- Team collaboration
- SIP trunking
- Enterprise session border controllers (SBCs)
Earlier Metrigy research showed that nearly 70% of companies expect customer service to shift from being mostly inbound to mostly proactive by 2027. Based on this research, it’s clear to see why companies are forging ahead on proactive outreach.
What is proactive outreach?
Continue reading at techtarget.com.
Workplace Collaboration and Contact Center Security: 2026
Research
Customer
Experience
Governance, Security,
and Compliance
Knowledge
Management
Contact Center
Biometrics
Data Stores
Summary
As use of apps and features grow, and as AI becomes an integral part of the mix, companies must ensure security and compliance for employee and customer engagement platforms to protect customer data, protect intellectual property, and ensure brand reputation. In this global study, we provide actionable insight for successfully creating and implementing security and compliance strategies to enable maximum ROI for emerging technologies such as generative AI text and voice agents, visual engagement, and more.
Topics Include:
- Organizational strategies and budgets
- Threat identification and mitigation approaches
- Use of specialty security and compliance management tools
- Privacy management
- Mobile security and compliance
- Investment justification in security products and solutions
- AI (including generative AI) compliance and security
- Contact center fraud protection
- Use of branded calling solutions
Table of Contents
- About Metrigy
- Study Overview
- Security Incidents
- Security and Compliance Organization
- Workplace Collaboration Security
- Contact Center Security
- AI Security
- Messaging Security
- Third-party Security Platforms
- Compliance
- Mobility and Mobile Device Management
- Video Content Security and Compliance
- Branded Calling
Author(s)
Download Full Report
Get the full version in a convenient PDF format for easy reading
get SpreadsheetPurchase Access
to This Single Report
Your access provides unlimited internal use of this product.
$4,500.00
Buy Now
Customer Experience MetriCast 2025: CRM Market Share & Forecast: 2Q25
October 3, 2025
AI-Driven Workforce Engagement
October 3, 2025
Workplace Collaboration and Contact Center Security: 2026
Research
Customer
Experience
Governance, Security,
and Compliance
Knowledge
Management
Contact Center
Biometrics
Data Stores
Summary
As use of apps and features grow, and as AI becomes an integral part of the mix, companies must ensure security and compliance for employee and customer engagement platforms to protect customer data, protect intellectual property, and ensure brand reputation. In this global study, we provide actionable insight for successfully creating and implementing security and compliance strategies to enable maximum ROI for emerging technologies such as generative AI text and voice agents, visual engagement, and more.
Topics Include:
- Organizational strategies and budgets
- Threat identification and mitigation approaches
- Use of specialty security and compliance management tools
- Privacy management
- Mobile security and compliance
- Investment justification in security products and solutions
- AI (including generative AI) compliance and security
- Contact center fraud protection
- Use of branded calling solutions
Table of Contents
- About Metrigy
- Study Overview
- Security Incidents
- Security and Compliance Organization
- Workplace Collaboration Security
- Contact Center Security
- AI Security
- Messaging Security
- Third-party Security Platforms
- Compliance
- Mobility and Mobile Device Management
- Video Content Security and Compliance
- Branded Calling
Author(s)
Download Full Report
Get the full version in a convenient PDF format for easy reading
get SpreadsheetPurchase Access
to This Single Report
Your access provides unlimited internal use of this product.
$4,500.00
Buy Now
AI-Driven Workforce Engagement
October 3, 2025
Customer Experience MetriCast 2025: CRM Market Share & Forecast: 2Q25
October 3, 2025
AI-Driven Workforce Engagement
October 3, 2025
Workplace Collaboration and Contact Center Security: 2026
Research
Customer
Experience
Governance, Security,
and Compliance
Knowledge
Management
Contact Center
Biometrics
Data Stores
Summary
As use of apps and features grow, and as AI becomes an integral part of the mix, companies must ensure security and compliance for employee and customer engagement platforms to protect customer data, protect intellectual property, and ensure brand reputation. In this global study, we provide actionable insight for successfully creating and implementing security and compliance strategies to enable maximum ROI for emerging technologies such as generative AI text and voice agents, visual engagement, and more.
Topics Include:
- Organizational strategies and budgets
- Threat identification and mitigation approaches
- Use of specialty security and compliance management tools
- Privacy management
- Mobile security and compliance
- Investment justification in security products and solutions
- AI (including generative AI) compliance and security
- Contact center fraud protection
- Use of branded calling solutions
Table of Contents
- About Metrigy
- Study Overview
- Security Incidents
- Security and Compliance Organization
- Workplace Collaboration Security
- Contact Center Security
- AI Security
- Messaging Security
- Third-party Security Platforms
- Compliance
- Mobility and Mobile Device Management
- Video Content Security and Compliance
- Branded Calling
Author(s)
Download Full Report
Get the full version in a convenient PDF format for easy reading
get SpreadsheetPurchase Access
to This Single Report
Your access provides unlimited internal use of this product.
$4,500.00
Buy Now
AI-Driven Workforce Engagement
October 3, 2025
Customer Experience MetriCast 2025: CRM Market Share & Forecast: 2Q25
October 3, 2025
AI-Driven Workforce Engagement
October 3, 2025
Workplace Collaboration and Contact Center Security: 2026
Research
Customer
Experience
Governance, Security,
and Compliance
Knowledge
Management
Contact Center
Biometrics
Data Stores
Summary
As use of apps and features grow, and as AI becomes an integral part of the mix, companies must ensure security and compliance for employee and customer engagement platforms to protect customer data, protect intellectual property, and ensure brand reputation. In this global study, we provide actionable insight for successfully creating and implementing security and compliance strategies to enable maximum ROI for emerging technologies such as generative AI text and voice agents, visual engagement, and more.
Topics Include:
- Organizational strategies and budgets
- Threat identification and mitigation approaches
- Use of specialty security and compliance management tools
- Privacy management
- Mobile security and compliance
- Investment justification in security products and solutions
- AI (including generative AI) compliance and security
- Contact center fraud protection
- Use of branded calling solutions
Table of Contents
- About Metrigy
- Study Overview
- Security Incidents
- Security and Compliance Organization
- Workplace Collaboration Security
- Contact Center Security
- AI Security
- Messaging Security
- Third-party Security Platforms
- Compliance
- Mobility and Mobile Device Management
- Video Content Security and Compliance
- Branded Calling
Author(s)
Download Full Report
Get the full version in a convenient PDF format for easy reading
get SpreadsheetPurchase Access
to This Single Report
Your access provides unlimited internal use of this product.
$4,500.00
Buy Now
AI-Driven Workforce Engagement
October 3, 2025
Customer Experience MetriCast 2025: CRM Market Share & Forecast: 2Q25
October 3, 2025
AI-Driven Workforce Engagement
October 3, 2025
Workplace Collaboration and Contact Center Security: 2026
Research
Customer
Experience
Governance, Security,
and Compliance
Knowledge
Management
Contact Center
Biometrics
Data Stores
Summary
As use of apps and features grow, and as AI becomes an integral part of the mix, companies must ensure security and compliance for employee and customer engagement platforms to protect customer data, protect intellectual property, and ensure brand reputation. In this global study, we provide actionable insight for successfully creating and implementing security and compliance strategies to enable maximum ROI for emerging technologies such as generative AI text and voice agents, visual engagement, and more.
Topics Include:
- Organizational strategies and budgets
- Threat identification and mitigation approaches
- Use of specialty security and compliance management tools
- Privacy management
- Mobile security and compliance
- Investment justification in security products and solutions
- AI (including generative AI) compliance and security
- Contact center fraud protection
- Use of branded calling solutions
Table of Contents
- About Metrigy
- Study Overview
- Security Incidents
- Security and Compliance Organization
- Workplace Collaboration Security
- Contact Center Security
- AI Security
- Messaging Security
- Third-party Security Platforms
- Compliance
- Mobility and Mobile Device Management
- Video Content Security and Compliance
- Branded Calling
Author(s)
Download Full Report
Get the full version in a convenient PDF format for easy reading
get SpreadsheetPurchase Access
to This Single Report
Your access provides unlimited internal use of this product.
$4,500.00
Buy Now
AI-Driven Workforce Engagement
October 3, 2025
Customer Experience MetriCast 2025: CRM Market Share & Forecast: 2Q25
October 3, 2025
AI-Driven Workforce Engagement
October 3, 2025
Today, companies seek to improve employee and customer engagement while enforcing security and compliance policies across an ever-increasing array of applications. At the same time, they are increasing their use of artificial intelligence (AI) to elevate customer experiences, and to gather business intelligence from internal and external conversations. While doing so, they must apply appropriate security, governance, and compliance policies. An intelligent communications orchestration layer provides a way to do this while increasing deployment speed and reducing operating costs. It enables a common application fabric for enforcing policies and gathering operational information for analysis.
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On-prem contact center: A platform built to support multichannel or omnichannel communications between customers and agents (or self-service systems) with tools that optimize the customer and agent experience. At a minimum, they provide automated call distributors (ACDs) to route incoming voice calls to appropriate customer service agents. They often include interactive voice response (IVR) and, increasingly, artificial intelligence-based apps, such as conversational AI, workforce optimization, analytics, and self-service capabilities.
What We Count
In this service, we report vendor and provider revenue in US$ recognized during the calendar year and quarters.
Regions
- Worldwide: all areas of the world
- North America: U.S. and Canada
- EMEA: Europe, the Middle East, and Africa
- Asia-Pacific: Asia and the Pacific, including Japan and Australia
- CALA: Caribbean and Latin America, including Mexico
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.
What We Count
In this service, we report vendor and provider revenue in US$ recognized during the calendar year and quarters.
Regions
- Worldwide: all areas of the world
- North America: U.S. and Canada
- EMEA: Europe, the Middle East, and Africa
- Asia-Pacific: Asia and the Pacific, including Japan and Australia
- CALA: Caribbean and Latin America, including Mexico
