Successful companies are 22% more likely to have generative AI security policies, yet 41.9% of organizations lack them.

Land o’ Lakes, Florida – Nov. 18, 2025 – Metrigy’s latest research shows security attacks on workplace collaboration and contact center platforms continuing on an alarming upward trajectory, surging more than 300% since 2021. The companies best positioned to capitalize on their technology investments in these areas also have the strongest security posture, with nearly 90% of companies with above-average ROI involving their CISO or CSO in their app strategies, according to the new “Workplace Collaboration and Contact Center Security and Compliance Management: 2026” study.

The global study highlights a critical challenge for businesses: As they adopt more complex apps, features, and generative AI to engage employees and customers, their security and compliance risks multiply. This trend threatens customer data, brand reputation, and the potential return on new technology investments.

“The data is clear: Security can no longer be an afterthought in collaboration and customer engagement technology adoption,” said Irwin Lazar, President and Principal Analyst at Metrigy. “We found that CISO involvement is a key differentiator. When security leaders are part of the purchasing and strategy process from the beginning, companies are far more likely to see a positive return on their collaboration investments and are better protected against rising threats.”

The research also reveals a significant governance gap with regard to generative AI. The study found that while 58.1% of companies have established an organization-wide generative AI security and compliance policy, a concerning 41.9% are operating without one. Metrigy’s data shows that “successful companies”—those with not only reduced cost but increased productivity—are nearly 22% more likely to have a formal generative AI policy in place than their less-successful peers.

“Generative AI presents a massive opportunity, but it’s also a compliance minefield,” Lazar added. “Our research shows that successful leaders are moving quickly to establish policies that protect data and mitigate risk. Those who delay are not only exposing themselves to security incidents, but also failing to build the trust necessary to maximize AI’s benefits.”

The “Workplace Collaboration and Contact Center Security and Compliance Management: 2026” study provides detailed analysis and actionable insights on:

• Organizational strategies and budgets
• Threat identification and mitigation approaches
• Use of specialty security and compliance management tools
• Privacy management and mobile security
• Investment justification in security products
• Contact center fraud protection and use of branded calling
• Best practices for ensuring security and compliance of video assets
• For more information or to purchase the study, visit Metrigy.com.

About Metrigy

Metrigy is an innovative research and advisory firm focusing on the rapidly changing areas of workplace collaboration, digital workplace, digital transformation, customer experience, and employee experience—along with several related technologies. Metrigy delivers strategic guidance and informative content, backed by primary research metrics and analysis, for technology providers and enterprise organizations.

Microsoft dominates the UCaaS market, but challengers dog its heels.

As Microsoft holds its annual Ignite enterprise user conference in San Francisco, I thought it would be a good time to look at where Microsoft Teams sits today, and how its competitors continue to carve out their own space in the crowded unified communications as a service (UCaaS) market.

The Good

Microsoft continues holding an impressive chunk of the UCaaS market, which we define as including, at a minimum, PSTN calling, meetings, and messaging. Metrigy’s annual Workplace Collaboration MetriCast: 2025 global study of almost 800 companies shows that of the more than 90% of companies now using UCaaS, Microsoft is the #1 installed provider at 20.6%.

Microsoft’s strength is even more impressive when you look at the list of providers under consideration by those considering a change: Nearly half (47.4%) are evaluating Microsoft, slightly ahead of the 46.4% evaluating Cisco. With companies in our study typically evaluating replacement providers every two years, Microsoft is well-positioned to continue to grow market share if it can win among those considering it.

The Bad

Continue reading at nojitter.com.

Tune in to discover which vendors have earned our prestigious MetriStar Top Provider Award across two workplace collaboration technology categories, UCaaS and Meeting Devices, 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!

Based on customer sentiment scores and business success metrics, five providers have earned recognition as top providers in Metrigy’s 2025 MetriStar award program for workplace collaboration. Specifically, these customer-based awards recognize excellence among unified communications-as-a-service (UCaaS) and room video conferencing system providers.

For UCaaS, the MetriStar Top Provider Award goes to Cisco, RingCentral, and Zoom. Cisco also earned Top Provider recognition in room video conferencing systems, along with HP and Lenovo. To earn Top Provider designation, these vendors received at- or above-average sentiment ratings from customers and had among the highest percentage of customers with measurable business success using the designated technology. To determine the MetriStar winners, Metrigy gathered sentiment scores and business success metrics from customers in its buyer-side market study, Workplace Collaboration MetriCast 2025, conducted with 775 companies globally. 

Research participants provided sentiment scores for 11 UCaaS and nine room video conference system categories, including factors such as AI features, ease of use, reliability, technical features, and others, depending on technology. For UCaaS providers, the overall average customer sentiment score was 8.52; individual company scores ranged from 8.22 to 8.72. For room video conferencing system providers, the overall average customer sentiment score is 8.39; individual company scores ranged from 8.04 to 8.73. 

In addition to Cisco, RingCentral, and Zoom, GoTo and Verizon received above-average customer sentiment scores overall for UCaaS. As such, they earned a 2025 MetriStar Top Customer Sentiment Award. No room video conferencing system providers earned this designation.

Research participants also provided data on before-and-after changes in three business metrics—revenue, costs, and employee productivity—resulting from the use of UCaaS and, separately, room video conferencing systems. Participants reported the following business metric changes for UCaaS and room video conference systems, on average, respectively: revenue improvement of 14.9% and 15.0%; cost reduction of 25.8% and 15.7%; and employee productivity boost of 37.1% and 20.5%. 

In addition to Cisco, HP, and Lenovo, Google’s customers achieved average or better-than-average success in at least two of the three business metric categories. As such, Google earned a 2025 MetriStar Top Business Success Award for UCaaS. No room video conferencing system vendors received this recognition.

For more on the 2025 MetriStar program for workplace collaboration, tune into our latest MetriSight podcast episode!

With the shift from traditional office spaces, focus rooms and huddle rooms are key for solo work and team collaboration. Learn how to optimize these spaces for workplace success.

As organizations bring people back to the office, they must provide workspaces that are optimized for different collaboration scenarios. Metrigy’s research over the last few years has shown a gradual trend toward increasing the amount of meeting spaces rather than traditional office and desk spaces.

Beyond meeting rooms, two other types of spaces have emerged to support in-office work. These include focus rooms, where individuals can work independently or on video with colleagues without interruptions and distractions, and huddle rooms for small teams to work together in person.

Each of these rooms has distinct use cases and audio-video (AV) requirements. Optimizing focus rooms vs. huddle rooms requires deploying the right mix of audio and video devices. Equally important is ensuring management visibility into device performance and room usage.

Optimizing focus rooms

Continue reading at techtarget.com.

AI is revolutionizing the way employees engage with data and one another. And, agentic AI offers the possibility to transform work by automating activities and tasks. While these new advances offer potential to streamline and improve work, they also create potential security and privacy risks. Absent a proactive approach, companies may find themselves at a competitive disadvantage by not having the means to safely adopt AI and realize its potential benefits.

Successful companies must ensure that they have the right approach for identifying compliance requirements and security threats, classifying AI-generated data, and responding to issues as they arise. In this webinar, we’ll share Metrigy’s latest data on what successful companies are doing to meet ever-growing cybersecurity and compliance challenges. This webinar covers:

• How AI creates new security and compliance concerns and risks.
• Best practices for establishing a governance organization to safely enable AI adoption.
• How to identify, classify, and retain AI-generated content.
• Successful approaches for securing and managing compliance for AI”

Best Practices for Ensuring Collaboration Compliance and Security in the Age of AI

Presented by: Irwin Lazar, President and Principal Analyst

Date: November 18, 2025
Time: 1:00 pm ET

The era of app-switching could soon be over once digital workspaces harness AI to add task management and workflows to a centralized virtual space.

For years knowledge work has largely remained unchanged. The typical person starts their day by checking their inbox and messaging apps to check activity and then proceeds to do their work in whatever app applies to their job. This could be a spreadsheet, project management app, coding app, CRM, and so on. Workers often spend much of their day moving between apps to get their work done. This process is inefficient and often limits the ability to share data between apps or collaborate in context.

The Rise of Connected Workspace Apps

Continue reading at nojitter.com.

Although Kari’s Law and RAY BAUM’s Act have been in effect for several years, many organizations are still not compliant with these laws. This is especially the case for those with legacy systems that have been upgraded since legislation enactment and may now require compliance. Failure to ensure compliance poses organizational safety, monetary, and reputational risks. In addition to monetary forfeiture, FCC enforcement might require companies to take certain actions and include reporting requirements.

Unfortunately, confusion still exists around what it means to be compliant with these laws and how to achieve compliance for a multi-line telephone system (MLTS). Recent Federal Communications Commission (FCC) publications provide additional guidance to help eliminate this confusion. In this issue paper, we look at the current state of compliance, why it is critical that organizations achieve compliance, what it means to be compliant, and the proper steps for achieving compliance with Kari’s Law and RAY BAUM’S Act.

Note that Metrigy does not provide legal guidance or counsel. We urge IT and business leaders to seek out appropriate legal counsel to determine their own risk and ensure the sufficiency of their 9-1-1 implementation strategy.

Download this issue paper at intrado.com.

Generative AI is rapidly transforming collaboration by enabling capabilities such as summarization, workflow automation, translation and more. Generative AI offers the potential to fundamentally transform how teams and individuals collaborate and create, eliminating mundane activities and fostering innovation.

In this session, we’ll explore how Generative AI is changing the workplace collaboration landscape, including availability of tools within collaboration applications, third-party tools, and studios enabling custom AI tool creation. We’ll look at organizational strategies and share real-world examples of approaches that achieve measurable success. We’ll also look at security, compliance, and governance concerns to minimize risk.

Key Takeaways:

– Learn how to identify and implement the right Generative AI tools for your team’s specific needs, whether that means using built-in features in existing applications, integrating third-party solutions, or building custom tools for unique workflows.
– Understand how to create a foundational strategy for introducing Generative AI into your organization, including understanding which collaborative tasks can be automated to free up time for strategic work.
– Gain knowledge to evaluate and address security, compliance, and governance risks associated with Generative AI, enabling you to implement these tools responsibly and minimize potential liabilities.
– Discover how to measure the success of Generative AI initiatives by measuring before and after improvements resulting from implementation.

Webinar – Leveraging Generative AI to Improve Collaboration

Presented by: Irwin Lazar, President and Principal Analyst, Metrigy

October 14, 2025 at 11 AM EDT

Most still prefer remote work. Here’s how to make the in-office meeting experience as good — or superior.

Most companies still struggle with the right mix of in-person and remote work. Metrigy’s Employee Engagement: 2025 global research study of 400 organizations found that more than 56% expected to change their office attendance policies in 2025 as they weigh the benefits of in-person collaboration with the downsides of time spent commuting and the loss of employee location flexibility.

A big way to create pushback on return-to-office (RTO) policies is to bring people into an office that gives them a worse work experience than they have at home. Thanks to the last few years of knowledge work being primarily remote, employees have crafted workspaces that work best for them. This often means furniture, lighting, and other accessories that allow employees to be as productive as possible.

Tech Advances Thus Far Favor Remote Attendees

Continue reading at nojitter.com.