Metrigy MetriSight

Which CX providers are delivering the best business value for their customers and receive the highest customer sentiment ratings across nine product categories? We provide the rundown in this episode. Tune in to discover which vendors get their customers' nod for agent assist, AI agents, CCaaS, conversation analytics, CPaaS, CRM, self-service knowledge management, VoC, and WEM.

In this episode, Mark Rohan, co-founder and COO of CX assurance company Klearcom, joins us for a discussion on the real-world challenges of using AI voice agents... and how to get ahead of them, plus measure success.

Metrigy recently released our inaugural quarterly indexes for tracking how people feel about customer service and AI. Project leads Matt Craig, our senior director of product development, and Layne Haaksma, senior research analyst, walk us through the hows and whys of these indexes, and discuss the most interesting findings.

AI is rapidly changing not only how companies use technology, but also how software vendors deliver value. In this episode with chat with Praval about how Zoho is positioning itself to enable its customers to leverage AI for measurable return on investment, the opportunities for specific industries, and how the software as a service market is evolving to enable citizen development. We also talk about the role of partners, and how best to support regional needs for data sovreignty.

Metrigy's Robin Gareiss, Irwin Lazar, and Diane Myers share highlights from their week in Las Vegas for EC '26, from showcased products to developing trends.

In this episode we’ll chat with HP about the evolving endpoint security and threat landscape in 2026. We'll discuss the impact of AI for both attack and defense, the growing risk of cookie-based attacks, increasing risks to enterprise devices, how quantum computing will impact security strategies, how organizations should think about security incident management going forward, and how they should unify hardware and software security management to minimize risk.

Kick off the year with Metrigy analysts, who share what's top of mind for them in customer experience and workplace collaboration as 2026 gets underway.

An early pioneer with AI for communications platforms, Dialpad is now headed firmly into an agentic, fully autonomous future with a skills-based approach that will lead to a rich portfolio of granular service and support agents. What does this mean for the future of CX, including AI agents and their human counterparts? CEO Dialpad Craig Walker joins Metrigy's Beth Schultz to share his vision.

In this podcast episode, Robin Gareiss and Devon Mychal discuss the evolution and impact of AI in contact centers, focusing on Cresta's use of generative and agentic AI. They explore the definitions and distinctions between traditional AI and agentic AI, highlighting the proactive capabilities of agentic systems. The conversation delves into real-world applications, business value, and the future potential of AI in enhancing customer experience and operational efficiency.

As NiCE CMO Michelle Cooper reaches the 6-month mark in her role, Metrigy CEO Robin Gareiss discusses her lessons learned, how she will and will not change marketing strategy moving forward, and some of her biggest surprises.

Vinod Muthukrishnan, Cisco VP & COO, joins us to advise companies on how to get started, progress, and demonstrate compelling business improvements with AI in customer experience strategies.

In this episode, Metrigy's Diane Myers, senior research director, walks us through the just released 2025 CCaaS MetriRank, our third-annual ranking of top providers offering cloud contact center.

Tune in to discover which vendors have earned our prestigious MetriStar Top Provider Award across nine CX technology categories, and which additional providers get the nod on earning high customer sentiment ratings and a high percentage of companies in the category success group--and share in our big round of applause to all winners!

Anthony Bartolo, CEO of Aduna, the joint telecom industry venture formed last fall to unify the industry around network APIs, joined this MetriCast episode to share the organization's mission, tell us why he believes in the promise, and give a look at what's coming.

Based on the global AI for Business Success 2025-26 research study with 1,100+ companies, Metrigy CEO shares our latest findings on everything from the AI Center of Excellence, interaction analytics, prompt engineering... and so much more!

Get to know Scott Russell, CEO of NICE, in this podcast discussing the future of NICE with his new leadership, the rapidly growing customer experience market, and more.

Metrigy analysts share what most piqued their interest among the myriad customer experience- and workplace colloboration-related announcements and conversations at Enterprise Connect 2025.

In this episode, find out which providers are Top 10 in Metrigy’s annual UCaaS MetriRank report. Senior Research Director Diane Myers walks us through the rankings, and provides her guidance on the market.

From agentic AI to workplace of the future, here are a few of the technologies and trends Metrigy will be exploring in 2025.

Metrigy’s connected workspace research shows that about 62% of companies studied already are supporting or planning to support AI functionality for collaborative work management (CWM). In this episode, Urmila Kukreja, director of product management for CWM provider Smartsheet, talks with us about the pragmatic use of AI for CWM, and more.

In this episode we talk with Janine Pelosi, CEO of Neat, about Neat’s vision for making video engagement simple. We’ll get Janine’s take on what brought her to Neat, how Neat differentiates in the video conferencing and employee engagement market, and how she sees meetings and meeting spaces evolving in the age of AI and hybrid work.

Metrigy's second-annual ranking of CPaaS providers is out! Find out which providers made the Top 10, and why--and which missed the cut-off but are on our watchlist.

What's the state of adoption for key worksplace collaboration products and services? In this episode, Diane Myers, senior research director and principal analyst responsible for Metrigy's market forecasting and vendor rankings, shares top learnings from our 2024 global buyer-side research study. Technologies covered: UCaaS, meetings, conferencing cameras, IP desk phones

In this episode, Jonathan Rosenberg, Five9's CTO and head of AI, and Metrigy's Robin Gareiss discuss the huge changes coming to customer experience in the next several years, driven largely by generative AI and contextual data.

From the value of cloud voice to combatting downtime and, of course, AI in the voice channel, voice services maven Barbara Dondiego, CEO of AVOXI, shares her insider's perspective on the state of the art in providing voice support for customer service engagements.

In this episode, Metrigy's Diane Myers talks with Greg Zweig, senior director of solutions marketing at Ribbon, about what Microsoft's decision to shutter its Azure for Operators business means for service providers using Metaswitch solutions. They'll discuss near-term steps operators can take to enusre their voice networks remain operational, as well as what they should be thinking of longer term.