Although both products have several similarities, Cisco Webex Calling and Microsoft Teams Phone have key differences around integrated services and management.

Cisco’s Webex Calling and Microsoft Teams are two of the biggest players in the enterprise cloud calling market, especially among large enterprises. Within the $20 billion global market for unified communications as a service (UCaaS), Microsoft owns about 20% of the market compared to Webex’s 17.9%, according to Metrigy’s data.

Both platforms have similarities and key differences, requiring IT and business leaders to evaluate each product carefully to determine which is best for their environments.

Webex Calling and Microsoft Teams similarities

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Organizations that are slow to optimize their spaces run the risk of missing out on getting the best possible outcomes from their meeting space usage.

As companies have increasingly returned at least some portion of their workforce to the office, many have not yet modernized their meeting spaces. Metrigy’s research found that on average, meeting spaces are updated no sooner than every three years. Meanwhile, the rate of advancement of meeting space technologies continues to advance, meaning that organizations that are slow to optimize their spaces run the risk of missing out on implementation of capabilities that improve meeting space usage, productivity, and efficiency. Here are five areas that IT, business, and facilities leaders should proactively consider.

One Size Does Not Fit All

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The key differences between Zoom Meetings and Zoom Webinars are attendee size and participation. Compare the two apps to learn which is best for your engagement needs.

Zoom Meetings has grown exponentially in popularity since the early days of the COVID-19 pandemic, when the app essentially became the de facto standard for remote meetings. More than half of companies that have deployed meeting applications are using Zoom, according to Metrigy’s “Workplace Collaboration MetriCast: 2024” global study of almost 1,000 companies.

But Zoom Meetings isn’t the only app available from Zoom Workplace to support distributed engagement. Zoom also offers Zoom Webinars for large-scale communication and engagement.

IT and business leaders must understand the key differences between each app and where each is most applicable for use.

Zoom Meetings

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Taking the steps necessary to ensure that employees can attend meetings, regardless of location, takes time, but new tools can help to ensure everyone is communicating effectively.

The present and future of work are hybrid. This new reality means that IT and business leaders must ensure that teams can effectively meet and collaborate together, regardless of work location.

Today, more than 35% of companies are now requiring knowledge workers to spend at least some days in the office — an average of three per week — while 23% mandate full-time in-office work, according to Metrigy’s “Employee Engagement Optimization: 2025” study of 400 companies. Another 20% let employees choose their work location.

Today, unified communications (UC) vendors are attacking the meeting equity problem by delivering hardware and software products, often relying on AI, to optimize visual and audio experiences. But that’s only a start. Follow along for five tips to ensure true meeting equity.

1. Deploy cameras so all in-room participants are visible

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This year’s Enterprise Connect featured the first-ever panel examining the rollout of NG911. Emergency calls funneled over IP will give first responders valuable information.

Companies are finally preparing for Next Generation 911. But full implementation of NG911, which enables phone systems to use IP-based capabilities to transmit information to emergency services, won’t happen until the industry overcomes some thorny technological hurdles.

At Enterprise Connect, I moderated a discussion featuring industry leaders on the potential benefits of NG911, readiness for implementation and what organizations should do now. Let’s explore the key takeaways from the session.

First, the major benefit of NG911 is that it uses the IP-based capabilities of phone systems to transmit information, such as text messages, facility floor plans and detailed caller location information, to emergency call centers. Additionally, NG911 can transmit information to help first responders, such as information from IoT devices, like cameras and sensors.

Where NG911 adoption is today

Just under half — 42.1% — of organizations with operations in the U.S. are aware of NG911 and have an active implementation program underway, according to Metrigy’s “Employee Engagement Optimization: 2025” study of 400 companies.

However, adoption remains limited, according to Mark Fletcher, vice president of public safety solutions at 911inform. Before NG911 can work seamlessly, three areas must be in sync:

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Artificial intelligence (AI) is rapidly becoming a game-changer for businesses worldwide, with organizations increasingly integrating AI solutions to streamline operations, improve customer experiences, and make more informed decisions. Metrigy’s latest AI for Business Success: 2025-26 research sheds light on the current state of AI adoption, emerging trends, and the challenges companies are facing as they navigate this evolving landscape.

A key trend identified in the study is the growing interest in “agentics,” a term that refers to AI capable of adaptive decision-making. While only about half (52%) of businesses are familiar with the term, it’s clear that agentic AI is becoming an area of increasing interest. However, many companies are still more comfortable with traditional, task-specific AI applications, which are often used for specific functions rather than making complex decisions. In fact, 64.5% of businesses still find more value in AI that handles functional, task-oriented prompts, as opposed to using agentic AI to make adaptive decisions. While agentic AI is recognized for its potential, businesses seem to be taking a more cautious approach, preferring to first use AI for specific tasks before fully embracing its more dynamic capabilities.

Interestingly, most companies are not planning to rip and replace their existing AI systems but instead look to complement them with agentic agents. A substantial 72.9% of organizations intend to use these new AI agents alongside their current tools and assistants, building on their existing AI infrastructure. This hybrid approach reflects a preference for gradually enhancing capabilities, rather than overhauling systems entirely. The most promising applications of agentic AI, according to the study, are in IT and customer service—two areas that are ripe for improvement through AI. In IT, agentic AI could assist with managing infrastructure or security, while in customer service, it could provide more personalized and efficient support to customers, ultimately improving the overall experience.

Generative AI, another major topic of focus, is being hailed as a “game changer” by 48.5% of companies. The ability of generative AI to create content, automate processes, and offer advanced decision-making support is accelerating AI deployment across industries. However, with this new power comes new risks. Data privacy remains a top concern for many businesses, with 45.6% of respondents identifying it as their biggest challenge when adopting AI technologies. The collection and processing of vast amounts of data can expose sensitive information, so businesses are prioritizing robust privacy measures to protect customer trust and ensure compliance with regulations.

To address the challenges and maximize the benefits of AI, many companies are focusing on training their employees in the proper use of AI tools. In fact, 74% of the Research Success Group ensures their employees are educated on the responsible use of Large Language Models (LLMs) to safeguard intellectual property. With 60% of companies using two or three LLMs, businesses are increasingly relying on multiple platforms to meet their needs. When selecting LLMs, speed of response and data privacy are the top criteria, highlighting the importance of efficiency and security in today’s fast-paced business environment. Microsoft, Google, and OpenAI are the dominant platforms in use, with Google emerging as the preferred choice for the Research Success Group.

Looking ahead, businesses are also preparing for a future where AI assistants will play an even larger role in daily operations. By the end of 2025, nearly half of companies (48.7%) expect AI assistants to be able to make calls on behalf of a human, marking a significant step toward more autonomous AI systems. The concept of AI master agents is also gaining traction. These advanced AI systems will manage and assign tasks to sub-agents, allowing for more sophisticated and coordinated AI deployments within organizations. By the end of 2025, 32.6% of companies plan to use AI master agents, with that number expected to grow to 34.4% by the end of 2026.

As businesses continue to explore and adopt AI technologies, the landscape will likely continue to evolve. While many are still in the early stages of integrating agentic AI and generative models, the promise of more intelligent, adaptive systems is clear. The shift toward complementing existing AI tools with more dynamic solutions, combined with the focus on employee training and data privacy, will set the stage for more effective and responsible AI deployments in the coming years. With rapid advancements in AI technology, businesses that remain agile and forward-thinking will be well-positioned to lead in the next era of AI-driven success.

As we head deeper into the age of artificial intelligence, the adoption of AI in businesses continues to accelerate at an unprecedented pace. Every year, Metrigy provides a comprehensive analysis of how companies are leveraging AI to drive success, and our latest study, AI for Business Success: 2025-26, brings to light some fascinating insights. This year’s research offers an updated look at how AI is transforming business operations, where companies are seeing tangible results, and what’s on the horizon for the next few years.

  1. AI Technologies That Drive Business Metrics

The study reveals that certain AI technologies are showing clear results in enhancing business metrics. AI tools such as machine learning algorithms, natural language processing (NLP), and predictive analytics are leading the way in improving key performance indicators (KPIs) across industries.

  1. AI and Customer Insights: A Revolution in Understanding Consumer Behavior

Understanding customers better is a major priority for businesses, and AI is at the forefront of this transformation. Metrigy’s study highlights how companies are using AI to unlock valuable customer insights, especially through the use of AI-powered surveys and sentiment analysis. These AI tools not only analyze direct feedback but also infer sentiments from interactions, providing businesses with a more accurate, 360-degree view of customer preferences. This is particularly beneficial for fine-tuning marketing strategies, improving product offerings, and delivering personalized experiences.

  1. AI’s Impact on Revenue: Cost Savings and Profit Generation

A critical question for many businesses is whether AI investments are truly paying off in terms of cost savings and revenue generation.   For instance, AI-powered tools are enabling businesses to tap into new markets, optimize pricing strategies, and create smarter products and services. Overall, businesses that are strategically integrating AI seem to be reaping financial rewards, though the level of return varies based on industry and application.

  1. Real-World AI Use Cases Generating Success

One of the most exciting findings of this year’s report is the increasing number of real-world use cases where AI is delivering success. From predictive maintenance in manufacturing to AI-driven marketing campaigns and chatbots in customer service, businesses across sectors are reporting positive outcomes. For example, some companies have implemented AI-driven chatbots to reduce response times in customer service, which has directly translated to improved customer satisfaction and loyalty. Other firms are using AI to streamline supply chain operations, resulting in cost savings and faster delivery times.

  1. AI’s Impact on Different Employee Groups

AI isn’t just transforming business processes—it’s also impacting the workforce in various ways. Metrigy’s study provides a detailed look at how AI is affecting different employee groups, particularly in contact centers, sales, and marketing. In contact centers, AI is assisting both supervisors and agents by automating routine tasks, offering real-time insights, and enhancing the customer experience. Meanwhile, in sales and marketing, AI is playing a pivotal role in targeting the right audiences and personalizing messages, which in turn is improving conversion rates and sales performance.

Interestingly, the research also highlights that AI is not necessarily replacing human jobs but rather augmenting them. Employees are increasingly working alongside AI systems, focusing on more strategic and creative tasks while allowing AI to handle the repetitive and time-consuming work.

  1. What’s Working Now and What’s Coming in the Future

When it comes to the practical applications of AI, Metrigy’s research emphasizes that while AI tools are delivering impressive results today, there’s still much to come. The technologies that are performing best right now include customer service automation, predictive analytics, and data-driven decision-making tools. Looking forward, we expect to see rapid advancement, including AI-driven personalization at scale, advanced robotics, and further advancements in NLP that will revolutionize how businesses interact with customers.

  1. AI and Staffing Decisions: Boosting Productivity and Efficiency

One area where AI is having a significant impact is in staffing decisions. AI tools are being used to optimize hiring processes by analyzing large volumes of data to identify the best candidates. Additionally, AI is enhancing employee productivity by automating repetitive tasks, providing actionable insights, and freeing up workers to focus on more impactful and high-value activities. This shift is enabling businesses to get more out of their teams while reducing burnout and turnover.

  1. Decision-Makers and Organizational Changes for AI Integration

As AI becomes more integral to business success, companies are increasingly making decisions about which AI tools to implement and how to organize teams at the executive level. Metrigy’s research identifies a growing trend of businesses restructuring their leadership teams to focus more on AI initiatives. Many organizations are appointing Chief AI Officers (CAIOs) or forming dedicated AI center of excellence teams to oversee the deployment and integration of AI technologies. Additionally, cross-functional collaboration between departments like IT, data science, and business operations is becoming the norm in AI decision-making.

  1. Enterprise-Wide AI Strategy: Who’s Running It?

Another key takeaway from the study is that an enterprise-wide AI strategy is becoming increasingly important. Metrigy’s findings show that companies with a cohesive, company-wide AI strategy are more likely to realize significant business value from their AI investments. These strategies are often led by a senior executive team or a dedicated AI leader who can guide the organization through the complexities of AI adoption. This approach ensures that AI initiatives align with the company’s overall business goals and are implemented effectively across all departments.

Conclusion: The Future of AI for Business Success

Metrigy’s AI for Business Success: 2025 study underscores the transformative potential of AI in today’s business landscape. While challenges remain—such as the need for clear strategies, skilled personnel, and proper integration—the opportunities AI presents for enhancing business performance, improving customer experiences, and increasing productivity are undeniable. As companies continue to invest in AI, the landscape will only become more exciting, with new technologies and use cases driving innovation.

For businesses that are looking to stay ahead of the curve, the key will be not just adopting AI, but doing so strategically—building AI capabilities that are aligned with their goals, improving their customer experiences, and driving measurable business success.

Metrigy analysts share what most piqued their interest among the myriad customer experience- and workplace colloboration-related announcements and conversations at Enterprise Connect 2025.

In today’s rapidly evolving business communications landscape, understanding market trends, customer behavior, and competitive positioning is more crucial than ever. Enter Metrigy’s MetriCast Service—a powerful research tool designed to provide businesses with in-depth, actionable insights into two critical areas: customer experience and workplace collaboration. But what exactly does MetriCast offer, and why is it so important for businesses to utilize this service? Let’s dive into the details.

What is Metrigy’s MetriCast Service?

The MetriCast Service is a comprehensive research offering from Metrigy, delivering data and analysis in three main forms:

1. MetriCast Market Studies
These studies are foundational tools that help businesses understand current adoption trends, vendor plans, and spending forecasts. The studies focus on two key research areas:

MetriCast Market Studies are designed to give organizations a deep understanding of these critical areas, providing insights into where businesses are investing, what technologies are being adopted, and what the competitive landscape looks like.

2. MetriCast Market Shares and Forecasts

This part of the service offers quarterly market share reports and five-year market forecasts. These reports are broken down regionally and by business size, giving companies a granular view of market dynamics and trends. Each quarter, updates are provided with fresh data on market share, growth predictions, and other essential indicators that can inform strategic decisions.

3. MetriCast Vendor Benchmarking

Why is Metrigy’s MetriCast Service Important?

The MetriCast Service offers businesses, vendors, and investors invaluable insights into the state of the market and competitive landscape. By tapping into this service, companies can gain clarity for strategic planning, product development, and market positioning.

1. Informed Decision-Making

Metrigy’s research provides real-time data and analysis, helping companies make informed decisions about acquisitions, product directions, and strategic initiatives. Whether it’s deciding which market to enter next or identifying areas for growth, MetriCast’s insights can provide the crucial information needed to chart a successful course.

2. Competitive Insights

One of the key advantages of MetriCast is its ability to compare a company’s performance against its competitors. Are you outperforming the market? Or are your competitors gaining an edge in customer satisfaction, market share, or financial health? With the MetriStars and MetriRank reports, in addition to analyst inquiry time, companies can assess their position relative to industry leaders, understand their strengths and weaknesses, and make adjustments as needed.

3. Predictive Insights for Growth

The market forecasts and trend analysis provided by MetriCast help businesses anticipate future market shifts. Understanding the trajectory of customer experience and workplace collaboration sectors allows companies to adapt proactively, whether by adjusting their product roadmap or shifting their marketing strategies to capitalize on emerging trends.

4. Vendor Insights and Buyer Behavior

A core aspect of the MetriCast Service is understanding buyer behavior. Are businesses considering a vendor switch and why? Who are they evaluating? What are the most important evaluation critieria? By understanding these dynamics, companies can position themselves as more attractive options for customers, refining their sales and marketing approaches to better meet market demand.

5. Essential for Internal Forecasting

For companies looking to refine their internal forecasting models, MetriCast offers a valuable external data point. Forecasts generated by MetriCast’s extensive research give organizations an objective benchmark that can complement and enhance their own internal projections. This enables businesses to create more accurate and reliable forecasts based on solid market evidence.

Metrigy’s MetriCast Service is a powerful resource that offers businesses critical insights into market trends, competitive dynamics, and buyer behavior within the realms of customer experience and workplace collaboration. By providing quarterly market share updates, vendor rankings, and detailed forecasts, MetriCast equips organizations with the data needed to make informed decisions about their strategies, investments, and product offerings.

Whether you’re a vendor looking to measure your success against competitors, an investor assessing market potential, or a business refining your strategy, Metrigy’s MetriCast Service is an invaluable resource. By staying ahead of the curve and leveraging the insights provided by MetriCast, companies can adapt and thrive in an ever-changing market landscape.