Metrigy MetriSight

In this episode, Jonathan Rosenberg, Five9's CTO and head of AI, and Metrigy's Robin Gareiss discuss the huge changes coming to customer experience in the next several years, driven largely by generative AI and contextual data.

From the value of cloud voice to combatting downtime and, of course, AI in the voice channel, voice services maven Barbara Dondiego, CEO of AVOXI, shares her insider's perspective on the state of the art in providing voice support for customer service engagements.

In this episode, Metrigy's Diane Myers talks with Greg Zweig, senior director of solutions marketing at Ribbon, about what Microsoft's decision to shutter its Azure for Operators business means for service providers using Metaswitch solutions. They'll discuss near-term steps operators can take to enusre their voice networks remain operational, as well as what they should be thinking of longer term.

Metrigy's Irwin Lazar takes us inside the MetriStar program and shares which providers have earned Top Provider Awards, based on customer sentiment scores and customer business success, and award highlights.

Metrigy has published its second-annual ranking of CCaaS providers, based on market share, financials, market share momentum, product mix, customer sentiment, and customer business success. In this episode, discover why NICE gets the No. 1 spot--again--and find out which other vendors made the cut.

In this episode we talk with Mark Ewing, Product Management Director for Google Meet, Rooms, and Voice about Google's vision and plans for hybrid meetings. We'll get Mark's take on how Google is evolving their meeting device partnerships and portfolio to meet the need for equitable meetings for both in-office and remote participants and how Mark sees AI impacting meeting experiences going forward.

Whitney Meer, an applied AI expert with NICE, explains why knowledge management is really all about AI management today, requirements for doing it well, AI trends to watch, and more.

In this episode, Metrigy’s Irwin Lazar walks us through what’s going well, and not so well, in collaboration and contact center security today, and shares tips for how to get it right. Based on Metrigy’s recently published Workplace Collaboration and Contact Center Security and Compliance: 2024-25 study.

John Hurley, head of product marketing for Notion, explains the company’s approach to collaborative work management… and shares why, as an entrepreneur at heart, he finds personal value in Notion.

From AI bot adoption to spending drivers for contact center platforms, Metrigy’s Diane Myers shares a few research snippets from Metrigy’s Customer Experience MetriCast 2024 global buyer-side market study.

New collaboration applications and features are rapidly transforming employee and customer engagement. But for regulated companies to achieve success, they must ensure that application adoption meets compliance requirements. Here from Theta Lake, a leader in compliance solutions for emerging collaboration applications, as we discuss what IT, business, and compliance leaders need to do to maximize ROI and productivity.

Tune in to discover which vendors have earned our prestigious MetriStar Top Provider Award across 12 CX technology categories, and which additional providers get the nod on earning high customer sentiment ratings and a high percentage of companies in the category success group–and share in our big round of applause to all winners!

Metrigy’s Irwin Lazar and Diane Myers will be on hand at EC2024 to share insights on 911, AI for employee collaboration, premises-to-UC cloud migration, collaboration security, and more. Tune in to hear what’s on their mind for the event, and beyond.

Metrigy CEO Robin Gareiss provides a quick peek at what you’ll learn in her sessions on agent assist and AI-fueled job shifting, and shares advice on what CX leaders need to ask their vendors down on the show floor.

The UCaaS market continues to grow, both in adoption as well as in capabilities. Technologies like generative AI offer the potential to transform how we engage with one another, and with our data. At the forefront of this transition is Cisco through both its devices and application portfolio. In this MetriSight we’ll get Geoff’s insights on how the UCaaS market is evolving and what customers can expect to see in 2024 and beyond.

Metrigy is gearing up to host the inaugural Future of CX Expo conference at the ITEXPO techsupershow. Robin Gareiss and Beth Schultz share a preview of what’s on tap.

Metrigy has published its first ranking of CPaaS providers, based on market share, financials, market share momentum, product mix, customer sentiment, and customer business success. In this episode, discover which providers made the list.

In this episode Metrigy President and Principal Analyst Irwin Lazar is joined by Martin Bitzinger, Senior Vice President for Product Management from Mitel to talk about unified communications trends in 2024 and how Mitel is meeting them. We’ll get Martin’s thoughts on a variety of topics including the role of on premises and privately hosted UC platforms, generative AI, the shifting vendor landscape, how buyer expectations are evolving, and much much more.

From the worlds of customer experience, employee experience, and workplace collaboration, Metrigy analysts talk about what technologies and trends they’ll be keeping up on this year.

UJET CEO Anand Janefalkar shares his unique perspective on generative AI, AI innovation, and the AI-empowered future of CX.

Vikram Khandpur joined Vonage in April 2023 as SVP of CPaaS Products and Developer Experience. He’s charged with driving the strategic direction for the company’s communications API portfolio. Here’s where he’s headed.

Metrigy has published its first ranking of UCaaS providers, based on market share, financials, market share momentum, product mix, customer sentiment, and customer business success. In this episode, discover which providers made the list.

HP’s recently published Work Relationship Index, based on a global survey of 12,000 knowledge workers, 3,600 IT decision makers, and 1,200 business leaders, reveals a universal problem: Employees have an unhealthy relationship with work. HP exec Andy Rhodes summarizes the challenges and highlights ways to foster actions that will drive improvement.

Sam Wilson, formerly CFO, CCO, and interim CEO, at 8×8, was recently named CEO. In this episode, we’ll talk to Sam to learn how his experience has prepared him for this role, and what 8×8’s strategy is to differentiate from competitors and grow revenue.