Metrigy’s global Workplace Collaboration and Employee Experience 2027 study of 403 organizations finds AI moving from pilot to practice, and the office growing, not shrinking.

November 3, 2026 – Research and advisory firm Metrigy released its Workplace Collaboration and Employee Experience 2027 research study, finding that AI is moving from pilot to practice across collaboration apps, phone systems, and meetings. Based on research with 403 organizations globally, the study finds that 40.8% already use AI assistants or copilots within their collaboration apps, and employee access to these assistants is expected to climb from 56.5% today to 73.0% by the end of 2027.

Agentic AI is following close behind. More than one-third of organizations (35.1%) already allow autonomous AI agents, and another 34.8% are evaluating them. Organizations seeing the greatest results from their collaboration investments are further ahead on nearly every AI measure, and they are twice as likely as their peers to allow autonomous agents.

AI is not the only shift underway. Despite years of debate over remote and hybrid work, the office is growing: 41.0% of organizations expect their office space to increase in 2027, compared to just 7.8% expecting a decrease. Investment is flowing into meeting rooms, with video, touch screens, and reservation software all set to expand by the end of 2027.

“AI is moving into the mainstream, and delivering measurable business value,” said Irwin Lazar, president and principal analyst at Metrigy and lead author of the study. “Organizations with the highest return on their workplace collaboration investments are deploying AI at a higher rate than others. IT and business leaders should ensure that they are positioned to leverage AI to improve collaboration and automate repeatable workflows.”

Workplace Collaboration and Employee Experience 2027 Highlights

Additional findings from the study include: 

Despite the momentum, gaps remain. Nearly 42% of organizations lack AI for proactive management of their collaboration environment, and a similar share lack analytics—leaving room for improvement as AI spreads across the workplace. 

Metrigy’s Workplace Collaboration and Employee Experience 2027 study examines how organizations are adopting AI, evolving the office, and investing in meetings, video, and calling technologies, and compares the practices of the most successful organizations with those of their peers. 

The full report, including detailed findings, success-group analysis, and recommendations for technology and business leaders, is available for download to Metrigy clients or for individual purchase. 

If you are interested in Metrigy’s Workplace Collaboration and Employee Experience 2027 study, please reach out to [email protected]. 

Media Contact:

Elly Hertz

Sr. Director of Content Marketing and Design, Metrigy

[email protected]

Phone: 877-638-7449 · Cell: 815-735-7059

Former Senior Account Manager at Omdia

May 23, 2024 – Research and advisory firm Metrigy is pleased to announce that Angela Faterkowski has joined the company to assist in Metrigy’s business-development and client management. With 23 years of sales experience, she is committed to understanding client needs thoroughly, and building long-standing, trust-based relationships.

In her most recent position at Omdia, Faterkowski served as a Senior Account Manager, honing a comprehensive skill set encompassing strategic account management, client relations, and a track record of driving business expansion through inventive solutions and client-centric approaches. She joined Metrigy in March.

“Angela already has shown incredible skills in managing key clients,” says Robin Gareiss, Metrgy’s CEO and principal analyst. “We are so delighted to have her on the Metrigy team, not only because of her experience and expertise, but because of how well she cares for clients and matches the right services to each company.”

“I am thrilled to join Metrigy and the promising opportunities that lie ahead. Joining this exceptional team brings a surge of energy. While there’s much to explore, I’m eager to broaden my expertise and absorb insights from our dedicated analysts, who are deeply committed to the customer and employee engagement markets,” Faterkowski says.

Metrigy’s third-annual UCaaS MetriRank study introduces its new Leadership Landscape, plotting the market position of the ranked providers.

June 11, 2026 – Research and advisory firm Metrigy released its UCaaS MetriRank 2026 report, identifying Cisco as No. 1 among Top 10 providers leading the market today and best positioned for long-term success. Providers are evaluated on financials, market share, product, and customer insights to assess long-term market sustainability and success.

Market share is the gating factor for inclusion in the UCaaS MetriRank, with a handful of large providers in a broad marketplace comprised of lots of options with Microsoft, Cisco, Zoom and RingCentral leading. According to Metrigy’s workplace collaboration market share and forecast report, the global market for UCaaS was $23.0 billion in 2025, up 6% year-over-year. Metrigy forecasts the worldwide market to grow at a 4% CAGR from 2025 to 2030, reaching $28.0 billion by 2030. This continuous growth highlights a mature enterprise environment, where Metrigy’s benchmark research shows that 58.6% of businesses worldwide now deploy UCaaS as their sole phone and workplace collaboration platform. 

In this report, we introduce the new Leadership Landscape. Based on the evaluation criteria listed above, scores are measured and plotted into three categories: foundation, customer, and market. The result is Cisco, Zoom, Microsoft, RingCentral and Verizon in the Leaders segment. Cisco and Zoom have strong and balanced foundation and customer scores. Microsoft has the strongest foundational score. RingCentral and Verizon have the strongest customer scores.

“The five leaders within the UCaaS MetriRank Landscape have had long-term success in the market through a focus on product development, go-to-market momentum, and customer success. Cisco has earned the overall top ranking with continue growth migrating businesses to the cloud,” said Diane Myers, senior research director and principal analyst responsible for Metrigy’s MetriRank reports as well as market share and forecasting. 

Metrigy 2026 UCaaS MetriRank Highlights

Following the Leaders listed above: 

Additionally, UCaaS providers that did not make the 2026 ranking but are on Metrigy’s watchlist due to strong performance in specific verticals include: Comcast, Dialpad, Fusion Connect, Google, Intermedia, Sangoma, Wildix, and Windstream. 

Metrigy defines UCaaS as a cloud-based suite of integrated communications and collaboration applications that, at a minimum, provides public switched telephone network (PSTN) connectivity. Offers may be sold as telephone-only services or bundled with other enterprise capabilities, including video meetings and team messaging. 

The full report, including all of our methodology, scoring indicators, standard deviations, deep-dive profiles on each provider, and much more, is available for purchase. 

If you are interested in Metrigy’s UCaaS MetriRank study, please reach out to [email protected].

Metrigy has published its CPaaS 2025 & 4Q25 market shares and updated forecasts; Twilio maintains lead

March 27, 2026 – Metrigy has published its Customer Experience MetriCast Market Share, 2025 and 4Q2025 market shares and updated forecasts. In addition to CPaaS, the categories include contact center as a service (CCaaS), customer relationship management (CRM), and contact center platforms. Highlights include:

“Messaging continues to be the number one communication service for CPaaS, followed by voice. The CPaaS market will continue to have steady single-digit revenue growth over the next five years,with a 2.7% CAGR from 2025-2030,” says Diane Myers, Metrigy senior research director and principal analyst. 

The MetriCast market shares and updated forecasts is a core part of Metrigy’s MetriCast Service, which also includes detailed end-user adoption studies, MetriRank vendor ratings across select categories, and the annual MetriStar Awards for vendors earning top customer sentiment ratings and whose customers achieve top business success. For more information and to purchase this report, visit https://metrigy.com/product/cpaas-quarterly-market-share-forecast-report-2025-4q25/. 

 Press Releases

Metrigy has published its CX product and service 2Q25 market shares and updated forecasts.

September 16, 2025 – Metrigy has published its Customer Experience MetriCast Market Share, 2Q2025 market shares and updated forecasts. The categories include CCaaS, CPaaS, CRM, and contact center platforms. Highlights include:

“2Q25 was a strong quarter across the board with every segment posting year-over-year growth. There are strong leaders across the top of each category. Twilio in particular had stand-out results with 14% year over year CPaaS revenue growth in the quarter,” says Diane Myers, Metrigy senior research director and principal analyst.

The MetriCast forecasts and market shares is a core part of Metrigy’s MetriCast Service, which also includes detailed end-user adoption studies; MetriRank vendor ratings across select categories; and the annual MetriStar Awards for vendors earning top customer sentiment ratings and whose customers achieve top business success. For more information, visit http://www.metrigy.com/metricast/.

Metrigy has published its CCaaS and contact center platform 2025 and 4Q25 market shares and updated forecasts

March 27, 2026 – Metrigy has published its Customer Experience MetriCast Market Share, 2025 and 4Q2025 market shares and updated forecasts. In addition to CCaaS and contact center platform, the categories include communications platform as a service (CPaaS) and customer relationship management (CRM). Highlights include:

“Contact center operations continue to migrate to cloud-native CCaaS solutions, but less than half of agents worldwide are on CCaaS. Continued seat migration will drive CCaaS growth over the next five years, even as the use of artificial intelligence impacts agent requirements. The CCaaS market will grow at a 9.8% CAGR from 2025-2030,” says Diane Myers, Metrigy senior research director and principal analyst. 

The MetriCast market shares and updated forecasts is a core part of Metrigy’s MetriCast Service, which also includes detailed end-user adoption studies, MetriRank vendor ratings across select categories, and the annual MetriStar Awards for vendors earning top customer sentiment ratings and whose customers achieve top business success. For more information and to purchase this report, visit https://metrigy.com/product/ccaas-contact-center-platforms-quarterly-market-share-forecast-report-2025-4q25/.

Metrigy has published its CRM 2025 & 4Q25 market shares and updated forecasts; Salesforce maintains lead

April 16, 2026 – Metrigy has published its Customer Experience MetriCast Market Share, 2025 and 4Q2025 market shares and updated forecasts. In addition to CRM, the categories include contact center as a service (CCaaS), communications platform as a service (CPaaS), and contact center platforms. Highlights include:

“The CRM market is in transition, as businesses evaluate where and how customer data is stored and managed, but it’s not fully going away. Metrigy forecasts a 1.6% CAGR from 2025-2026,” says Diane Myers, Metrigy senior research director and principal analyst. 

The MetriCast market shares and updated forecasts is a core part of Metrigy’s MetriCast Service, which also includes detailed end-user adoption studies, MetriRank vendor ratings across select categories, and the annual MetriStar Awards for vendors earning top customer sentiment ratings and whose customers achieve top business success. For more information and to purchase this report, visit https://www.metrigy.com/product/crm-quarterly-market-share-forecast-report-2025-4q25/

Metrigy releases Workplace Collaboration 2025 & 4Q25 Market Shares

March 19, 2026 – Metrigy has published its Workplace Collaboration MetriCast 2025 and 4Q25 market shares and updated forecasts. The categories include enterprise session border controllers (eSBCs), IP desk phones, on-premises PBX, SIP trunking, and UC as a service (UCaaS). Highlights include:

“Voice and collaboration tools remain important to businesses and with over half of users now on a UCaaS platform, overall revenue growth for the market has slowed. UCaaS is now a commodity market with little differentiation on core service capabilities. There are still a number of smaller providers but the Big 4—Microsoft, Cisco, Zoom, RingCentral—comprise 53% of the total market,” says Diane Myers, Metrigy senior research director.

MetriCast forecasts and market shares are a core part of Metrigy’s MetriCast Service, which also includes detailed end-user adoption studies; MetriRank vendor ratings across select categories; and the annual MetriStar Awards for vendors earning top customer sentiment ratings and whose customers achieve top business success. For more information, visit http://www.metrigy.com/metricast/.

Metrigy releases Workplace Collaboration 2025 & 4Q25 Market Shares

April 28, 2026 – Metrigy has published its Workplace Collaboration MetriCast 2025 and 4Q25 market shares and updated forecasts. The categories include enterprise session border controllers (eSBCs), IP desk phones, on-premises PBX, SIP trunking, and UC as a service (UCaaS). Highlights include:

“Voice and collaboration tools remain important to businesses and with over half of users now on a UCaaS platform, overall revenue growth for the market has slowed. UCaaS is now a commodity market with little differentiation on core service capabilities. There are still a number of smaller providers but the Big 4—Microsoft, Cisco, Zoom, RingCentral—comprise 53% of the total market,” says Diane Myers, Metrigy senior research director.

MetriCast forecasts and market shares are a core part of Metrigy’s MetriCast Service, which also includes detailed end-user adoption studies; MetriRank vendor ratings across select categories; and the annual MetriStar Awards for vendors earning top customer sentiment ratings and whose customers achieve top business success. For more information, visit http://www.metrigy.com/metricast/. 

Metrigy’s MetriRank study evaluates leading CPaaS providers on a fixed set of criteria to assess which are best positioned to succeed in the long term.

December 20, 2023 – Research and advisory firm Metrigy released its CPaaS MetriRank 2023 report, identifying the Top 10 providers leading the market today and best positioned for long-term success. Infobip has earned top ranking, based on market share, financials, market share momentum, product mix, customer sentiment, and customer business success.

“Infobip is the leader in our first CPaaS MetriRank report, number two in market share, and the highest product mix and customer sentiment ratings. With a stronghold in Europe, over the past two years, Infobip has extended its global reach and capabilities through key acquisitions,”
said Diane Myers, principal analyst responsible for Metrigy’s MetriRank reports as well as market sizing and forecasting.

“Although most of the top-tier providers share common capabilities today, leaders stand out for the breadth of their portfolios. AI, in particular, will become a significant factor moving forward as providers continue to seek differentiation, said Beth Schultz, VP of research and principal analyst for Metrigy’s CPaaS research.

Metrigy 2023 CPaaS MetriRank Highlights

Metrigy defines CPaaS as a development platform or low/no-code solution for communications functions such as click-to-call and SMS messaging for appointment scheduling or notifications. CPaaS platforms must be highly flexible, capable of scaling to varying transaction volumes that could reach into the millions, or even billions, of interactions while also allowing customized customer engagement.

The global market for CPaaS was $9.2 billion in 2022, up 28% year-over-year. Metrigy forecasts the market to grow at a 12% CAGR from 2022 to 2027, reaching $16.1 billion by 2027. The CPaaS market is highly competitive, with providers of varying sizes, capabilities, and reach—some are global, and others are regional. Some providers are large and have broad portfolios, and others are smaller, with niche offerings.

The full report, including all of our methodology, scoring, a deep-dive profile on each provider, and much more, is available for purchase. If you are interested in Metrigy’s CPaaS MetriRank study, please reach out to Layne Haaksma, [email protected].

 

February 13, 2024 – Metrigy announced its MetriCast service now includes quarterly market shares for select customer experience (CX) and workplace collaboration technologies.

The MetriCast service consists of extensive buy-side studies, five-year market forecasts, MetriRank vendor rankings, and MetriStar vendor awards. Based on customer demand, Metrigy now will update the annual market forecast reports and models with quarterly market shares, along with any pertinent changes to the forecasts.

“Consistent market share data provides an accurate pulse on how vendors—and the overall market—are performing,” says Diane Myers, senior research director and principal analyst, MetriCast. “Our analysis helps enterprises make vital vendor decisions, while also giving vendors and financial analysts much-needed insight into market share leaders and emerging providers.”

The breakdown of the four MetriCast deliverables is as follows:

MetriCast Buy-Side Study

MetriCast Market Forecast & Market Shares

MetriRank Vendor Rankings

    1. Market share
    2. Financial strength
    3. Market momentum
    4. Product mix
    5. Customer sentiment
    6. Customer business success

MetriStar Vendor Awards

These reports, including all of our methodology, scoring, a deep-dive profile on each provider, and much more, are available for purchase. If you are interested in Metrigy’s MetriCast service, contact Layne Haaksma, [email protected]. If you are an existing client and would like to learn more about Metrigy’s MetriCast service, contact Chris Zimmerman, [email protected].

Second-quarter 2026 results show current sentiment climbing while 10-year expectations hold flat, exposing a present-positive, future-anxious divide.

June 17, 2026 — Metrigy today released the second-quarter 2026 results of its AI Sentiment Index, finding that U.S. adults are growing more comfortable using artificial intelligence (AI) in daily life even as their long-term expectations for the technology remain uncertain.

The Overall AI Sentiment Index rose to 101.4 from the first-quarter 2026 baseline of 100, lifted by a Current AI Sentiment Index of 102.2. The Future Expectations AI Index had little impact on the overall index, staying nearly flat at 100.6. The 1.6-point gap between current and future sentiment is the most significant feature of the quarter, with current personal experience pushing present sentiment up and persistent concerns about jobs, privacy and misinformation holding future expectations lower.

The broader survey data tracks in the same direction. The share of respondents saying AI has made them personally better off climbed to 47.2% from 44.8%, with the share of those considering themselves to be regular AI users growing to 34.5% from 32.8%. Misinformation, data privacy, and job displacement each remained primary concerns for more than half of respondents, and the 10-year outlook barely moved, splitting roughly evenly among continuous growth, widespread problems, and mixed results.

“People may genuinely worry about what AI will do in five years and still report that AI made their week easier. The data shows direct experience driving optimism while uncertainty keeps future expectations in check, and that divide is exactly what businesses need to design and market against,” said Matt Craig, senior director of product development at Metrigy.

The findings also point to a hardening divide by income and education. Among respondents earning more than $125,000, 68.5% feel personally better off from AI, compared with 19.9% of those earning under $20,000—a 49-point gap. 

Concern is highest among the most informed. Counter to the assumption that skepticism stems from unfamiliarity, 72.1% of master’s degree holders cite data privacy as a concern, compared with 33.3% of those with only some high school education. The most-exposed segments are the most aware of what could go wrong, undercutting the idea that the public simply doesn’t yet understand AI.

Consumer patience for surface-level AI is also wearing thin. Only 29.6% of respondents call new AI-powered features in existing products genuinely useful, while 41.4% view them as marketing hype or an active hindrance, a signal that future launches will be judged on what the AI actually does rather than on its presence.

The Metrigy AI Sentiment Index reflects the views of 1,000 demographically representative U.S. adults, sampled to be balanced across age, gender, household income, region, and educational attainment, with first-quarter 2026 establishing the baseline at 100. The full second-quarter 2026 detailed report is available from Metrigy at metrigy.com.

About Metrigy: Metrigy is an innovative research and advisory firm focusing on the rapidly changing areas of artificial intelligence, customer experience, and workplace collaboration—along with several related technologies, including knowledge management, security, and workforce engagement management. Metrigy conducts research with business leaders, consumers, and technology vendors. Our analysts deliver strategic guidance and informative content, backed by primary research metrics, indexes, and analysis, for technology providers and enterprise organizations.

Media Contact:
Elly Hertz, Sr. Director of Content Marketing and Design

Phone: 877-638-7449

Cell: 815-735-7059

[email protected]

Third-quarter 2026 results show regular AI use at 39.6%, widening adoption gaps by gender and income and broad support for AI accountability legislation

Oct. 2, 2026 — Metrigy today released third-quarter 2026 results from its AI Sentiment Index, finding U.S. adults’ views of artificial intelligence (AI) improved for a second consecutive quarter even as their expectations for AI’s effect on society slipped.

The Overall AI Sentiment Index rose to 103.0, up from 101.4 in the second quarter and the first-quarter 2026 baseline of 100. Unlike last quarter, when current sentiment drove nearly all of the gain, both both current sentiment and future expectations  advanced: The Current AI Sentiment Index reached 103.8 and the Future Expectations AI Index reached 102.2. Five of the six dimensions that make up the Overall index improved, led by expected economic impact, where net sentiment (positive responses minus negative) rose 4.0 percentage points to +20.7.

The one dimension to decline was expected impact on society’s future. Net expected societal impact fell 1.2 points to +20.0 while net expected personal impact climbed 3.2 points to +31.4, widening the gap between what Americans expect for themselves and for society from 7.0 points in the second quarter to 11.4 points.

“People are drawing a line between their own experience with AI and what they expect it to do to everyone else. Hands-on use is making Americans more confident they will personally come out ahead, but that confidence isn’t transferring to society at large. For businesses deploying AI, the harder job now is showing the public that the wider effects are being managed responsibly,” said Matt Craig, senior director of product development at Metrigy.

Adoption also accelerated. Regular AI use, defined as daily or weekly, reached 39.6% of U.S. adults, up 5.1 points from the second quarter and the largest quarterly increase since the tracker began. The share who have never used an AI tool fell to 20.6%.

The growth is uneven. At baseline, men and women were regular users at nearly the same rate, 34.3% and 31.3%. Men now stand at 51.3% while women, at 28.3%, are below their first-quarter level. The income divide is widening at the bottom: The share of adults earning under $20,000 who have never used AI rose from 33.7% in the first quarter to 46.1%, the only income band seeing a rise here. Among those earning $125,000 or more, only 5.0% have never used AI.

Americans also want accountability from AI developers. Nearly seven in 10 (68.6%) support the proposed AI Kill Switch Act, the bipartisan House bill introduced in July by Reps. Ted Lieu (D-Calif.) and Nathaniel Moran (R-Texas) that would require AI companies to report security incidents and build the technical capacity to shut down AI systems. Only 9.7% oppose it. Net support was positive in every age, gender, income, education and regional group measured, the only question in the survey where that held. Support was highest among adults ages 25 to 34, at 78.8%, the most optimistic and heaviest-using age group.

The Metrigy AI Sentiment Index reflects a survey of 1,000 demographically representative U.S. adults, balanced and weighted by age, gender, household income, region and education. Respondents rate AI’s current and expected one- to two-year impact on their personal lives, society, and the economy, and scores use a diffusion index methodology rebased to 100 at the first quarter of 2026. The full third-quarter 2026 report is available from Metrigy at metrigy.com.If you are interested in Metrigy’s CCaaS MetriRank study, please reach out to [email protected]. 

Media Contact:

Elly Hertz

Sr. Director of Content Marketing and Design, Metrigy

[email protected]

Phone: 877-638-7449 · Cell: 815-735-7059

Metrigy Announces 2023 Workplace Collaboration MetriStar Award Winners
Customer Sentiment and Business Success Define Award Program

August 15, 2023 – Research and advisory firm Metrigy announced winners of its 2023 Workplace Collaboration MetriStar program in eight key technology areas driving successful employee interactions. Communications and collaboration business leaders provided vendor performance ratings and business success data across eight categories of Workplace Collaboration technologies, resulting in 18 MetriStar Top Provider Awards.

Metrigy determines these results solely on insights from 1,418 IT leaders with operational and/or procurement responsibilities for key Workplace Collaboration technology categories in Metrigy’s Workplace Collaboration MetriCast 2023 global research study. The value of the MetriStar Award is that it is based on customer ratings of providers, as well as quantitative metrics correlating the use of a vendor’s products and services with measurable business success.

“This year’s MetriStar awards reflect vendor success in delivering high-quality, easy-to-use products and services that deliver measurable business value,” says Irwin Lazar, Metrigy president and principal analyst. “In this new age of hybrid work, MetriStar results provide IT buyers and operators with a clear assessment of vendor performance to enable informed purchasing decisions.”

Metrigy’s MetriStar reports cover the following workplace collaboration technology areas:

Each report features three recognitions, as follows:

Customer Sentiment analysis: Using a 1-to-4 scale, research participants rate providers on a variety of key performance indicators, including technical features, response time to problems or questions, reliability, security, voice and video quality, value, innovation, and more. Those with a higher-than-average overall mean score have achieved “Top Customer Sentiment.”

Business Success analysis: Study participants provide data on before-and-after changes in business metrics (such as revenue, cost, employee turnover, and employee productivity) resulting from the specified technology initiatives. Metrigy places companies whose success metrics are greater than or equal to the mean in at least 50% of their categories into the “Top Business Success” group.

Those providers that are top in both of the metrics are awarded a MetriStar Top Provider Award. For more details, please see our webinar announcing the results.

This year’s MetriStar Top Provider winners (in alphabetical order) are the following:

These reports help companies choose the best provider for each respective category and they are available for purchase on our website at www.metrigy.com.

Customer Sentiment and Business Success Define Award Program

April 24, 2024 – Research and advisory firm Metrigy announced winners of its 2024 Customer Experience MetriStar program in 12 key technology areas that drive successful customer interactions.

CX, IT, and business leaders rated their vendors’ performance and provided associated business success across the CX technologies, resulting in 51 MetriStar Top Provider Awards.

Metrigy determines these results based solely on insights from 1,566 CX, IT, and business leaders with decision-making, operational, and/or procurement responsibilities for specific technologies in our Customer Experience MetriCast 2024 global research study. The MetriStar Award’s value is that it is based on customer ratings of providers, as well as quantitative metrics correlating the use of a vendor’s products and services with measurable business success.

“MetriStar winners have performed where it matters—with their customers,” says Robin Gareiss, Metrigy CEO and principal analyst. “Metrigy conducts extensive, primary research to determine customer satisfaction, as well as business success derived from using select vendors. We gather and scrutinize customer feedback to ensure the best possible data set.”

Metrigy’s MetriStar reports cover the following CX technology areas:

Each report features three recognitions, as follows:

Customer sentiment analysis: Using a 1-to-10 scale, research participants rate providers on a variety of key performance indicators, including technical features, response time to problems or questions, reliability, security, AI capabilities, value, innovation, and more. Those with an overall mean score that is at or above average achieved “Top Customer Sentiment.”

Business success analysis: Study participants provide data on changes to their business metrics, such as revenue, average handle time, agent attrition, and customer satisfaction, among others, resulting from the specified technology initiatives. Metrigy then calculates the average of each providers’ customers that were at or better than average for each area. Vendors with at- or higher-than-average percentage of their customers with successful metrics achieved “Top Business Success.”

Those providers that are top in both of the metrics are awarded a MetriStar Top Provider Award. For more details, please see our MetriSight podcast announcing the results.

This year’s MetriStar Top Provider winners (in alphabetical order) are as follows:

Another 61 vendors won awards for either customer sentiment or business success.

Metrigy’s MetriStar Top Provider reports help companies choose the best provider for each respective category. Metrigy clients have access to the reports, and they are available for purchase on our website at www.metrigy.com.

Ratings from 1,400+ business technology leaders globally define MetriStar program

May 6, 2026 – Research and advisory firm Metrigy announced winners of its 2026 Customer Experience MetriStar program in nine key technology areas that drive successful customer interactions. 

Metrigy determines these results based solely on insights from 1,437 CX, IT, and business leaders with decision-making, operational, and/or procurement responsibilities for specific technologies in our Customer Experience MetriCast 2026 global research study. 

“Business leaders are demanding more multi-dimensional products, and technology providers are responding with capabilities that resonate,” says Metrigy CEO Robin Gareiss. “Through feedback from these IT and CX leaders, we know that they are generally pleased with the state of the technology available, but they also want to see rapid technology innovation, more integrations, and more automation, among others.”

Unlike other award programs, the MetriStars give enterprise decision-makers unique insight into what really matters based on real-world usage and experience with the technology vendors. Metrigy asks enterprises to rate their providers on a variety of metrics, such as AI capabilities, security, integration, and value, making up the Customer Sentiment Score. In addition, Metrigy asks the research participants how the use of their products improves or increases customer satisfaction, revenue, employee efficiency, and operational costs—collectively comprising the Business Success Score.

Each report features three recognitions, as follows: 

CX, IT, and business leaders rated their vendors’ performance and provided associated business success across the CX technologies, resulting in 43 MetriStar Top Provider Awards, up from 32 providers last year. This helps enterprises develop short-lists for their technology evaluations.

This year’s MetriStar Top Provider winners, listed alphabetically, include:

Another 31 vendors won awards for either customer sentiment or business success. For more details and a full review of each category and its winners, please see our MetriSight podcast announcing the results. Metrigy clients have access to the reports, and they are available for purchase on our website at www.metrigy.com.