Customer Experience MetriCast Study: 2025

Author: Diane Myers, Senior Research Director and Principal Analyst
Contributors: Robin Gareiss, CEO and Principal Analyst; Matt Craig, Chief Data Scientist; Beth Schultz, VP of Research 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
• Agent Assist
• Workforce Engagement Management (WEM)
• AI Voice Agents
• AI Chat Agents
• Knowledge Management
• Voice of the Customer

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 Adoption
• Market Movement
• Contact Center
  • On-premises and Dedicated Hosted Cloud Contact Center
  • CCaaS
• CRM
• CPaaS
• Workforce Engagement Management
• Voice of the Customer
• Knowledge Management
• Agent Assist
• AI Agents
  • Text AI Agents
  • Voice AI Agents
• Demographics