Metrigy Blog

Organizations today have more ways of communicating internally and externally than ever before: Almost 68% now use team collaboration apps internally and with business partners and customers. Nearly 43% of companies use consumer mobile business chat services such as Apple Business Chat, Facebook Messenger, WeChat,...

The COVID-19 pandemic has led to fundamental changes in the way that people communicate inside of, and beyond, company boundaries. Now, according to Metrigy’s recent Workplace Collaboration: 2021-22 research study, approximately 87% of employees work remotely, up from 34% prior to March of 2021. This massive...

Facilities and HR can increasingly take advantage of UC device capabilities to ensure safe distancing, cleaning, and touchless devices, and air quality management. As I noted earlier this month on WorkSpace Connect, the hybrid work model is likely to dominate for the foreseeable future. Metrigy’s research...

Yes, phone system usage is declining, but PSTN calling is still a critical part of an enterprise communications strategy. The last year has seen an unprecedented rise in use of videoconferencing, not just for group meetings but also for 1:1 conversation. According to our recently released...

A mix of in-office and remote work is the future as our IT research shows; organizations should prepare accordingly. According to our recently published Workplace Collaboration: 2021-22 Research Study, based on data gathered from 476 different-sized businesses across a range of industries, Metrigy has found that...

Successful companies are spending more, and are more proactive in supporting work from home. In our recently published Workplace Collaboration: 2021-22 Research Study, Metrigy looked at the characteristics of organizations achieving measurable success from their investments in workplace collaboration technologies. This global study, based on data gathered...

Customers are relying more on digital channels to make purchases, research products and get advice. So, it's not surprising that by 2025, more than half of all customer interactions will rely on self-service portals. It's important for CX leaders to focus on delivering customer self-service benefits,...

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...