Press Release – Metrigy Announces Top-Performing CX Providers Based on Business input

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: 

• MetriStar Top Provider – Recognizes technology providers whose customers achieved high business success and that received at or above-average customer sentiment ratings
• Top Business Success – Highlights providers whose percentage of customers achieving business success is above average
• Top Customer Sentiment – Highlights providers whose customer sentiment scores are at or above average

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:

• Agent Assist – Cresta, Forethought, IBM, NiCE, Observe.AI
• AI Agents – Ada, Aisera, AWS, Cresta
• CCaaS Platforms – 8×8, Cisco, Genesys, NiCE, RingCentral, Twilio 
• CPaaS Platforms – 8×8, Bandwidth, Gupshup, RouteMobile, Twilio
• CRM Platforms – Freshworks, Hubspot, Oracle, Servicenow, Zoho
• Interaction Analytics Platforms – AWS, Cresta, Five9, Google, NiCE
• Knowledge Management – NiCE, Salesforce, ServiceNow, Zoho
• Voice of the Customer – Alchemer, Confirmit, Cresta, Medalia, NiCE, Qualtrics
• Workforce Engagement Management Suites – Aspect, RingCentral, Zoho

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.

Author(s)

Ellyn Waleski