Southlight Services Brings Google Voice Carrier Link to SMBs
October 15, 2026
Customer Experience MetriCast Study: 2026
Customer Experience
MetriCast Study
MetriCast
AI Agent Assist / Copilots
AI Self-Service Agents
Communications Plaform as a Service (CPaaS) / APIs
Contact Center as a Service (CCaaS)
Contact Center Platforms
CRM / CDP
Interaction Analytics
Knowledge Management
Voice of the Customer
Workforce Engagement Management (WEM)
Summary
Author: Diane Myers, Senior Research Director
Contributors: Robin Gareiss, CEO and Principal Analyst; Beth Schultz, VP of Research and Principal Analyst
Based on a large global study with technology decision makers, Metrigy analyzes buy-side market data. We look at technologies in use, providers, spending plans, 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. Among the categories included in the 2026 study are:
- CCaaS
- CRM
- CPaaS
- Dedicated CC platforms
- AI agents (voice and text)
- Knowledge management
- WEM
- Agent assist
- VoC
- Agentics
Table of Contents
- About Us
- Study Overview
- Research Participant Technology Usage
- Contact Center Strategy
- CRM
- CPaaS
- WEM
- Voice of the Customer
- Knowledge Management
- Interaction Analytics
- AI Agents
- Demographics
Table of Contents
- About Us
- Study Overview
- Research Participant Technology Usage
- Contact Center Strategy
- CRM
- CPaaS
- WEM
- Voice of the Customer
- Knowledge Management
- Interaction Analyics
- AI Agents
- Demographics
Author(s)
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