Metrigy Blog

Companies have fundamentally changed their workplaces in 2020, with the majority of employees still working from home. In what was initially supposed to be a short-term situation, business leaders have uncovered benefits with work-from-home (WFH) strategies and at least 56% plan to continue them indefinitely...

Here are five pillars of a successful strategy. Preliminary data from our upcoming Workplace Collaboration: 2021-22 research study shows that nearly 70% of the ~500 end-user organizations benchmarked in December plan for at least some manner of a return to the office. In most cases, companies...

There is no shortage of customer experience technologies that organizations can use to improve contact center agent skills and, by extension, customer experience. But budgets are finite and executive demands can often be urgent. By the end of 2020, 26.1% of organizations will have a customer...

Three ways Salesforce might take advantage of Slack. The news that had been initially reported on Nov. 25 is now confirmed: Salesforce is buying Slack for a cash and stock package worth a reported $27.7 billion. This move, the biggest in the collaboration space in some...

2020 was a year of unprecedented global disruption, but 2021 will likely usher in a new normal of hybrid work. If you had a “global pandemic” on your list of 2020 predictions, then congratulations. For the rest of us without a time machine or the ability...

IT service management platforms are an essential component of a safe return-to-the-office strategy. Organizations wishing to bring workers back to the office in some fashion must account for a number of requirements to ensure health and safety. These include: Conducting a daily worker health check before...

I have talked to hundreds of contact center leaders who scoff at the suggestion that they consider moving to a cloud platform, or at least using cloud-based applications. And I understand their issues. You can’t flip a switch on a large, complex, customized on-premises contact center,...

Returning to the office, optimizing virtual work, and building community are some key focus areas for IT leaders in 2021. Each year Nemertes conducts a study of enterprise collaboration, gathering data from over 500 end-user organizations on what apps they are using now, what they are...

Nearly 75% of companies are transforming their communications and collaboration strategy. The massive shift to Work From Home (WFH) has exacerbated the need to reshape how they deliver applications to their employees. These transformation initiatives involve everything from making more apps available remotely, to moving to...

Unified communications management encompasses the policies, procedures, and tools for both administration and operations management of calling, messaging, and meeting applications. A successful UC management strategy must accomplish the following goals: - Provide IT operations staff with insight into real-time performance of voice and video, and...

By empowering agents—and by extension, other employees that help them with customer interactions—organizations can drastically improve customer experience. In order to empower agents, it’s vital to enable them with a technology toolkit that increases the value of every interaction, measured by revenue, cost, and/or customer...

Direct Routing for Microsoft Teams Phone System enables organizations to use their own session border controller (SBC) and SIP trunks to connect Teams to the PSTN. This approach has several advantages including: Cost savings compared to Microsoft’s Calling Plan Flexibility to support call routing to...