Metrigy MetriSight: Recent Episodes
Metrigy
Metrigy's MetriSight provides metrics-based guidance for IT professionals covering the latest topics unified communications and collaboration, customer engagement, employee experience and work management.
An early pioneer with AI for communications platforms, Dialpad is now headed firmly into an agentic, fully autonomous future with a skills-based approach that will lead to a rich portfolio of granular service and support agents. What does this mean for the future of CX, including AI agents and their human counterparts? CEO Dialpad Craig Walker joins Metrigy's Beth Schultz to share his vision.
In this podcast episode, Robin Gareiss and Devon Mychal discuss the evolution and impact of AI in contact centers, focusing on Cresta's use of generative and agentic AI. They explore the definitions and distinctions between traditional AI and agentic AI, highlighting the proactive capabilities of agentic systems. The conversation delves into real-world applications, business value, and the future potential of AI in enhancing customer experience and operational efficiency.
As NiCE CMO Michelle Cooper reaches the 6-month mark in her role, Metrigy CEO Robin Gareiss discusses her lessons learned, how she will and will not change marketing strategy moving forward, and some of her biggest surprises.
Vinod Muthukrishnan, Cisco VP & COO, joins us to advise companies on how to get started, progress, and demonstrate compelling business improvements with AI in customer experience strategies.
In this episode, Metrigy's Diane Myers, senior research director, walks us through the just released 2025 CCaaS MetriRank, our third-annual ranking of top providers offering cloud contact center.
Tune in to discover which vendors have earned our prestigious MetriStar Top Provider Award across nine 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!
From agentic AI to workplace of the future, here are a few of the technologies and trends Metrigy will be exploring in 2025.
Metrigy’s connected workspace research shows that about 62% of companies studied already are supporting or planning to support AI functionality for collaborative work management (CWM). In this episode, Urmila Kukreja, director of product management for CWM provider Smartsheet, talks with us about the pragmatic use of AI for CWM, and more.
In this episode we talk with Janine Pelosi, CEO of Neat, about Neat’s vision for making video engagement simple. We’ll get Janine’s take on what brought her to Neat, how Neat differentiates in the video conferencing and employee engagement market, and how she sees meetings and meeting spaces evolving in the age of AI and hybrid work.
Metrigy's second-annual ranking of CPaaS providers is out! Find out which providers made the Top 10, and why--and which missed the cut-off but are on our watchlist.
What's the state of adoption for key worksplace collaboration products and services? In this episode, Diane Myers, senior research director and principal analyst responsible for Metrigy's market forecasting and vendor rankings, shares top learnings from our 2024 global buyer-side research study. Technologies covered: UCaaS, meetings, conferencing cameras, IP desk phones
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.
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.
Zoom recently introduced Huddles, a virtual co-working space designed to bring in-office, ad-hoc engagement experiences to virtual employees. In this episode of the Metrigy MetriSight we'll chat with Zoom's David Ball to learn more about Huddles and how virtual co-working spaces can contribute to employee experience, culture building, and team engagement.
Steve Hamrick, VP of product management at Slack, likes to say that app utilization, an oft-sought-after goal, is not a surrogate for business value. In this episode, he shares his thoughts on how to fully incorporate Slack into a digital workplace initiative and deliver on key business success metrics.
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.
Robert Galop, CMO of the recently formed CPaaS Acceleration Alliance, shares a status report on the sate of CPaaS and the latest on this new organization.
Metrigy has published its first 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, and find out which other vendors made the cut.
Metrigy CEO and principal analyst Robin Gareiss shares highlights of what she's learned from her latest customer experience research, with perspectives from enterprises and consumers. Topics include AI's impact on agent workforce, chatbots, and generative AI, among others.
In April, Zoom announced the acquisition of Workvivo, an employee engagement and communications app provider. Today we touch base with Gidi Pridor, Workvivo CMO, on how the Zoom-Workvivo relationship came about and what Workvivo brings to Zoom, and vice versa.
Intradiem focuses on automating functions that boost productivity and experience of customer service teams. The company also guarantees its customers will save money with its technology, and provides a dashboard to track actual savings in real-time. CEO Matt McConnell started this innovative company one year out of undergrad in 1995, and continues to run the company--putting employees first in large part because happy employees result in happy customers. Hear what Matt has to say about the CX market and how his company is helping the agent experience.
The UC and CC markets are undergoing rapid change to support hybrid work and the shift to the cloud. To optimize operations and minimize costs, companies must take a proactive strategy for provisioning and change management. In this episode we'll chat with Micah Singer, CEO of UC/CC management company Kurmi Software about how management needs are evolving, how to best manage multi-vendor, on-prem, cloud, and hybrid platforms and how AI will impact management going forward.
NICE is one of the world’s largest providers of CX technologies, including contact center, workforce optimization, knowledge management, analytics, fraud prevention, and a wide variety of AI-powered applications. NICE is highly regarded for its branding, product marketing, and even design. Einat Weiss is the Chief Marketing Officer who oversees all of this. Einat has been with NICE for more than 15 years, the past 5 as CMO. In this episode, Einat shares her thoughts on being an executive at NICE, how she has excelled in a demanding environment, her secrets to success in marketing, and advice to those who want to be in her role someday.
Metrigy's analyst team was onsite for Enterprise Connect 23 in Orlando. In this week's episode, they share their takes on the hottest news and trends coming out of the event.
Metrigy's MetriStar Award program recognizes top providers in 14 categories based on customer ratings and business success metrics. CEO Robin Gareiss and Chief Data Scientist Matt Craig give us an overview, and share key takeaways... plus highlight what's next on our research agenda.
Eric Krapf, Enterprise Connect GM and program co-chair, talks about what to expect at this year's event, from the mainstage to the expo floor.
Hear from this enterprise IT leader as he shares his insights into the trends shaping communications and collaboration going forward. We discuss vendor strategies, the role of video engagement, how to avoid meeting fatigue, conversational AI, and more.
The era of hybrid work has ushered in new opportunities and challenges for employee engagement. In this MetriSight we're joined by Irwin Lazar, President and Principal Analyst, to discuss the key findings from our latest study on workplace collaboration and communications.
Metrigy’s Robin Gareiss takes us on a short tour of her latest CX research study, which takes a deep dive on customer insights and analytics. She shares unexpected findings, success metrics, and more.
Beth Schultz, VP of research and principal analyst, shares some highlights from her recently published CPaaS research study, from adoption to top use cases and success correlations.
Five9 is one of the leading CCaaS providers, and it’s made its mark innovating in AI-enabled technologies that support functions such as agent assist and automation.
Roxanne Bisby Davis, senior director for people research and intelligence at Cisco, discusses the company's data-driven, research-based approach to keeping people in the spotlight and maximizing employee experience.
Ross Williams, chief product officer at Virsae, and Metrigy's Robin Gareiss discuss how today's management platforms can help improve the quality of customer interactions, and take about what's to come with AI, self-service, and more.
Customer engagement is the top area for increased technology spending in 2023, according to our latest Technology Forecast 2023 study: 65.1% of companies plan to increase spending in this area, by an average of 24%. Not surprisingly, one of the big areas of investment, broadly speaking, centers around AI. But AI is a huge area and the technology is incorporated into many products and services today. Dan O’Connell, Chief Strategy Officer for Dialpad is an expert in AI, and we’re going to hear from him about Dialpad’s focus on AI—both what’s available today and what innovations are underway in Dialpad’s AI lab.
Technology leaders are demanding unified platforms that provide communications capabilities—but not all platforms are created equally. In addition to working with a single vendor and platform, other innovations also differentiate providers. For example, their application of AI capabilities is a key differentiator, along with architecture and the acquisitions that enable new products and services.John Finch, head of worldwide product marketing for Dialpad, discusses what Dialpad can do today, where it’s heading, and how it differentiates from competitors.
The UC landscape continues to rapidly evolve as organizations embrace cloud, support the needs of a hybrid workforce, and seek to optimize OpEx during challenging economic times. In this episode we'll hear from Mike Frayne, CEO of VOSS Digital Workplace Management and discuss how an effective UC management strategy can deliver measurable benefits.
What most caught Metrigy analysts' attention in 2022 in contact center/CX, UC/workplace collaboration, and employee experience? And, what are they tracking for 2023? Tune in!
Gauri Bhalerao, director of global applications at Yum!, shares how the company is developing its digital strategy around three pillars: easy experiences, easy operations, and easy insights.
Metrigy has recently expanded with the addition of a chief data scientist, Matt Craig, and principal analyst, Diane Myers. Meet them in this episode, and hear what's top of their agendas.
Contact Center architecture doesn't have to dictate level of innovation. Whether you're on-prem and staying there, on-prem and gradually moving to the cloud, or fully engaged in the cloud, CPaaS solutions can add value to traditional contact center capabilities. A conversation with Chris Botting, chief product officer at IntelePeer.
Join principal analysts Robin Gareiss, Irwin Lazar, and Beth Schultz for highlights from Metrigy's recent study on enterprising spending plans for CX, workplace collaboration, and EX technologies through 2022 and 2023.
Weston Morris, global strategy lead for digital workplace services at Unisys, sits down with Metrigy's Beth Schultz for a discussion around "UC happiness," aligning experience insight with organizational change management, the importance of asking "so what?" and much more.
Beth Schultz, VP of research and principal analyst, walks through key findings of Metrigy's new employee experience research, including top goals, collaboration's role, and adoption planning.
President & Principal Analyst Irwin Lazar walks through Metrigy's buyer-side award program for workplace collaboration, and shares which providers won which categories.
Beth Hilbing, co-CEO of C-Sweet, a cross-industry networking organization for women leaders, is on a mission to help women bring each other up in business and to make a difference in society. She sits down with Metrigy’s Robin Gareiss to discuss the value of networking...
Metrigy’s Robin Gareiss sits down with Lintelio’s president and CTO, Henry Svendblad, to discuss how he went from heading technology strategy at a healthcare company to running a technology company serving risk managers.
Metrigy's Robin Gareiss sits down with Lumen's Art Goldberg, senior manager, product management, for a chat on the role of the carrier for cloud contact center--beyond the platform.
From the importance of integration and the relationship to employee experience and more, research analyst Matt Baloga shares a quick preview of his soon-to-publish workflow management study.
Metrigy’s Irwin Lazar chats with new Bandwidth COO Anthony Bartolo on everything from BYOC to CPaaS, voice criticality, and beyond.
What does CX transformation mean in 2022, and what technologies generate the best success? Metrigy CEO Robin Gareiss has the answers in this latest episode.
Metrigy workplace collaboration expert Irwin Lazar walks us through the basics, plus discusses the high points, drawbacks, and his expectations for how these products and the market will evolve.
As part of her employee experience research, Metrigy’s Beth Schultz talks with workplace wellness expert Laura Putnam on how to make create a truly transformational experience for employees centered on their well-being.
Metrigy's Robin Gareiss & Irwin Lazar run through the biggest tech news and trends coming out of EC22, plus Irwin shares his take on the post-event announcement that HP is acquiring Poly.
Episode 6: Robin Gareiss, CEO and principal analyst, shares top takeways from her latest buyer-side CX market study.
Episode 5: The Metrigy team will be onsite in Orlando for Enterprise Connect, sharing updates on CPaaS, self-service, E911, and team collaboration security. Tune in to learn more.
Episode 4: Metrigy VP or Research and Principal Analyst Beth Schultz lays out an EX methodology, shares a trends update, and provides tips for success.
Metrigy President and Principal Analyst Irwin Lazar shares the good and not so good coming out of the latest earnings reports, and gives his take on what trends to watch going forward.
Research analyst Matt Baloga walks through the basics of workflow management, from what it is to how it works, how companies are benefiting from its use, and top buying considerations.