Customer Experience MetriCast: 2024

Author: Diane Myers, Principal Analyst
Contributor: Robin Gareiss, CEO and Principal Analyst

A large global study with technology decision-makers, Metrigy analyzes buy-side market data. It looks at technologies in use, providers, spending, ratings of the providers, and relative success using them. We also examine the percentage of companies that are changing, or planning/evaluating a change in providers, what's driving them to leave, and which new providers they are considering. Categories include:

• On-Premises and Dedicated Hosted Cloud Contact Center
• Contact Center as a Service (CCaaS)
• CRM
• CPaaS
• AI Development Platform
• Agent Assist
• Workforce Optimization
• AI Bots
• Knowledge Management
• Visual Engagement
• Voice of the Customer
• Contact Center Fraud

Includes MetriStar Award recognition, based on both customer ratings of providers and quantitative metrics correlating the use of products and services with measurable business success, across categories listed above and visual engagement, AI development platforms, agent analytics, marketing automation, and forecasting and scheduling.

Table of Contents

• About Metrigy
• Study Overview
• Technology & Spending Summary
• Technology Adoption
• Market Movement
• Contact Center
  • On-premises and Dedicated Hosted Cloud Contact Center
  • CCaaS
• CRM
• CPaaS
• AI Development Platform
• Agent Assist
• Workforce Optimization
• AI Bots
• Knowledge Management
• Visual Engagement
• Voice of the Customer
• Contact Center Fraud
• Demographics