Metrigy Blog

Few companies run a voice-only contact center anymore. On average, they use five types of interaction channels, according to Nemertes’ 2019-20 Intelligent Customer Engagement research study of 518 companies. That’s great, but which channels are the best to use, particularly in the rapidly changing world of...

Recent stories should cause organizations to take another look at collaboration security. The focus of the collaboration industry over the last few weeks has been around security. The firestorm started when security researcher Jonathan Leitschuh published a detailed write-up covering vulnerabilities he had discovered in the...

After many years of hype, the age of videoconferencing has finally arrived. According to Nemertes’ “Visual Communications and Collaboration: 2018-19 Research Study” of more than 500 end-user organizations in North America, Europe, and Asia, more than 75% of participants had deployed, or planned to...

Organizations need a strong cloud SLA to meet their UCaaS performance needs. These five best practices provide guidance on how to get the most out of a UCaaS provider's SLA. Service-level agreements are a critical part of a unified-communications-as-a-service contract. They should clearly state the conditions...

Nemertes’ recently released our latest Workplace Collaboration: 2019-20 Research Study, capturing deployment trends and success correlations for technologies including calling, meetings, and team collaboration. The study gathered data from collaboration leaders from 645 end-user organizations in North America, Europe, and the Asia-Pacific region. To determine what...

Team collaboration applications aren’t just for chat. Nemertes’ “Workplace Collaboration: 2019-20 Research Study” of more than 625 organizations in North America, Europe and Asia, found that almost 64% of participants were using or already planning to use team collaboration applications, while another 14.6% are...

Team collaboration applications have achieved critical mass, but achieving success takes some work. Team collaboration applications like Cisco Webex Teams, Mattermost, Microsoft Teams, Mitel MiCollab, RingCentral Glip, Symphony, Unify Circuit, and many more have rapidly taken their place at the center of the unified communications universe,...

Cisco’s 2018 acquisition of BroadSoft highlights the growing trend toward cloud-based communications. Prior to the acquisition, Cisco’s cloud strategy was two-fold: Hosted Collaboration Service, a platform that partners can leverage to build their own cloud-based offerings, Cisco Spark calling – a Cisco-hosted service designed primarily...

Digital Customer Experience (DCX) efforts enables organizations to provide new means of engagement including via mobile apps, chat, virtual and augmented reality, and by using AI to improve engagement routing and response. As organizations invest heavily into DCX strategies, they are bolstering their contact center...

IT staffs have an incredible responsibility to implement and support enabling technologies to transform their companies. In fact, more than 70% of companies have digital transformation initiatives underway or planned, involving numerous technology deployments to drive business value. Before jumping into a technologically advanced digital transformation...

Are you evaluating Webex Teams and Microsoft Teams telephony options? Learn how to decide which calling capabilities meet your organization's needs in the Webex Teams vs. Microsoft Teams debate. Microsoft and Cisco have pushed their respective Teams applications as a new model for employee engagement....