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AI, Teams UC & Video: Better Together to Optimize CX

There is no shortage of options when it comes to building a CX strategy. But once CX leaders have executed on that strategy, how do they continue to optimize it? And more importantly, how do they know whether their strategy is, indeed, successful?

In this webinar, you’ll learn exactly what successful companies are doing—and why—with prescriptive advice that will help you optimize your own strategies.

Metrigy CEO Robin Gareiss will share a recipe for CX success, based on her Customer Engagement Transformation research study of 700 organizations. A subset of the research participants was placed into a “success group” based on their high levels of before-and-after business metrics after implementing advanced CX technologies.

Join Robin and Jacki Tessmer, VP of product marketing for Enghouse Interactive, for a lively and informative session that will give you the metric-backed recommendations you need to optimize your CX strategy. Among the issues we will discuss:

- Why are so many organizations integrating their unified communications and contact center platforms—and why is integration more likely in the cloud?
- As companies continue to adopt Microsoft Teams, how are they integrating it into their contact center platforms?
- What is driving the use of video for customer interactions, and how does its use translate into business success?
- How are companies using artificial intelligence and analytics to help customer journeys and agent experience?
- How are CX leaders measuring success?

Register today for this webinar—and get guidance on making your own CX strategy even more successful.
Recorded Feb 17 2021 60 mins
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Presented by
Robin Gareiss, CEO and Principal Research Analyst, Metrigy; Jacki Tessmer, VP of Product Marketing, Enghouse Interactive
Presentation preview: AI, Teams UC & Video: Better Together to Optimize CX

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  • Five Steps To Developing a Successful Voice of the Customer Program Apr 20 2021 3:00 pm UTC 60 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy
    If you don't have a Voice of the Customer (VOC) program, you're not only doing yourself a disservice; you're also at a competitive disadvantage. And if you've already got one up and running, there are likely some new technologies and best practices you should consider. This webinar provides actionable steps you should take now to establish or improve your VOC program.
  • Workforce Optimization: A Primer on Why You Need it to Deliver Stellar CX Apr 13 2021 3:00 pm UTC 60 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy
    Workforce Optimization (WFO) has become a staple in any sophisticated CX strategy. WFO comprises a variety of applications and analytics, some AI-enabled, that help CX leaders manage agent schedules and performance, analyze customer interactions to improve metrics, and deliver the data needed to continually improve customer engagement. In this webinar, we will cover the following:
    - What are the basics of WFO? What applications are included?
    - If you can't adopt the full lineup of apps, which are vital to get started?
    - How are companies measuring success with WFO?
    - What are the real-world improvements companies see to revenue, costs, customer ratings, and agent productivity?
  • MetriStar Top Providers: Which CX Providers Drive the Most Success? Mar 30 2021 3:00 pm UTC 60 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy
    Metrigy asked 700 organizations to rate their providers for contact center platform, Workforce Optimization (WFO), AI platforms, and CPaaS. We evaluated two core metrics: customer sentiment and business success. Companies rated their providers on eight different metrics (customer sentiment). Then, we looked at the percentage of each vendor's customers that fell into our research success group (business success). During this webinar, we will review the top providers in each area, based on real-world data from their customers.
  • Workplace Collaboration [Ep.6] Successful Team Collaboration Mar 23 2021 3:00 pm UTC 60 mins
    Irwin Lazar, President & Principal Analyst, Metrigy
    Team collaboration is rapidly evolving from an instant messaging replacement to a work-hub, integrating apps, data, and workflows. Metrigy's Workplace Collaboration 2021-22 research study gathered data on successful approaches for leveraging team collaboration to reduce costs, increase revenues, and improve productivity. In this webinar we'll share:
    - How the team collaboration market is evolving
    - How organizations can make team collaboration their hub for work
    - How approaching team collaboration as work-hub, and enabling integrations, correlates with success
    - How team collaboration is increasingly supporting B2B and B2C use cases
  • Workplace Collaboration [Ep.5] Virtual Whiteboards and Ideation Mar 16 2021 3:00 pm UTC 60 mins
    Irwin Lazar, President & Principal Analyst, Metrigy
    Video conferencing and team collaboration have solved many of the primary challenges in supporting effective collaboration for virtual teams, but they still haven't effectively replaced the ability for workgroups to collaborate on content and ideas. That's where virtual whiteboards come into play: Rapidlly emerging applications provide a platform for ideation, workflow development, product development, and more. In this webinar we'll share the latest insight from our Workplace Collaboration 2021-22 research study on how organizations are using virtual whiteboard apps to achieve measurable improvements in productivity. Attendees will learn:
    - What are virtual whiteboard apps
    - How do they differ from physical whiteboards?
    - Who are the leading players in this market?
    - How best to deploy and manage them?
    - How to secure content within virtual whiteboard apps?
  • Demystifying the Flavors of AI to Boost Customer Experience Mar 11 2021 5:00 pm UTC 60 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy; Chris Bauserman, VP of Product Marketing, NICE inContact
    Demystifying the Flavors of AI to Boost Customer Experience
    Stay competitive by using the right type of AI to meet your CX goals

    The two letters “AI” have caused confusion and hesitation for some organizations, and excitement and success for others. A key problem is that Artificial Intelligence encompasses a variety of technologies that address different business goals. Successful companies don’t implement AI; they implement a flavor of AI that is targeted to solve a customer problem, address a business opportunity, or improve the agent experience.

    Given that 72% of companies are using or planning to use at least some types of AI for their CX initiatives, now is the time to set your industry-leading AI strategy.

    During this webinar, Metrigy CEO Robin Gareiss and NICE inContact VP of product marketing Chris Bauserman will demystify the confusion around AI. This and subsequent webinars in this series will drill down with even more granularity to provide clear recommendations on how targeted use of AI will improve success metrics. In this webinar, we will address the following:

    AI, machine learning, deep learning: What do they all mean and how are they relevant to today’s CX strategies?
    What types of AI are appropriate to address which business requirements? For example, when is it appropriate to use Natural Language Understanding, chatbots, or image recognition—and when is it not?
    How do you build a business case to get funding and support for AI—and which flavors of AI are garnering the most support? And, how can you effectively measure success to help secure funding for future projects?
    How can AI flavors, such as Workforce Engagement Management (WEM) or agent analytics, help improve the contact center culture and reduce turnover rates—particularly with the changing workplace?

    Reserve your seat now to use the real-world data and use cases from this event to improve your AI-empowered CX strategy.
  • WC [Ep.4] Evolving the Network To Support Cloud Communications Mar 2 2021 4:00 pm UTC 60 mins
    Irwin Lazar, President & Principal Analyst, Metrigy
    Workplace Collaboration [Ep.4] Evolving the Network To Support Cloud Communications

    "Successfully adopting UCaaS and cloud-based video conferencing requires ensuring that network services are capable of providing sufficient bandwidth as well as minimal latency and jitter. These goals are made especially difficult by the reality that most call and meeting participants are now working from home, where Internet services and Wi-Fi are highly variable. In this webinar we'll look at how best to successfully meet the network needs of in-office and remote workers. We'll share characteristics of successful approaches for:
    - Connecting to UCaaS Services
    - Supporting video growth in the office
    - Providing high quality experiences for home workers
    - Ensuring appropriate insight into application and performance management"
  • Securing Work-from-Anywhere Recorded: Feb 25 2021 46 mins
    Otavio Freire and George Kamide, SafeGuard Cyber; Irwin Lazar, Metrigy; Johna Till Johnson, Nemertes; Max Baez, Slack
    The world has undergone rapid change as the majority of workers have moved out of the office and into the home. At the same time, new human connection channels, both internal and customer facing, are transforming employee and customer engagement. This has created a challenge for IT and security leaders going forward as they must ensure consistent visibility, security policy creation, compliance, and enforcement across a mix of intercompany, cross-company, and customer-facing applications. This challenge is exacerbated by the rise of both applications designed for business use as well as growing use of consumer-focused social messaging services. In this live panel, industry leaders will share their insight, best practices, and guidance for ensuring safe and secure management of these new communications interfaces.

    Attendees will learn:
    - How human connections are evolving across multiple channels
    - Organizational risks as communications apps multiply
    - Growing threats from increasingly sophisticated attacks
    - How to obtain end-to-end visibility and compliance enforcement across multiple communication channels
    - How to enable flexibility for the needs of individual business units while ensuring consistent security policy and enforcement

    Panelists:
    Otavio Freire - President, CTO and Co-Founder SafeGuard Cyber
    Irwin Lazar – President and Principal Analyst, Metrigy
    Johna Till Johnson – CEO, Nemertes Research
  • Workplace Collaboration [Ep.3] Migrating to the Cloud Recorded: Feb 23 2021 37 mins
    Irwin Lazar, President & Principal Analyst, Metrigy
    UCaaS has become the most widely adopted platform for enterprise calling. Now, UCaaS services are rapidly evolving to offer a complete set of integrated calling, meeting, team collaboration, and in many cases, contact center services. However, adopting UCaaS, especially for larger organizations, isn't as simple as simply swiping a credit card. IT leaders must evaluate security capabilities, determine PSTN connectivity, adopt the right endpoints, ensure adequate network performance, and implement management, administration, and monitoring to ensure seamless provisioning and performance. In this webinar we'll provide insight into the characteristics of successful UCaaS implementations to provide IT leaders with the metrics-based guidance they need to ensure their own success.
  • AI, Teams UC & Video: Better Together to Optimize CX Recorded: Feb 17 2021 60 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy; Jacki Tessmer, VP of Product Marketing, Enghouse Interactive
    There is no shortage of options when it comes to building a CX strategy. But once CX leaders have executed on that strategy, how do they continue to optimize it? And more importantly, how do they know whether their strategy is, indeed, successful?

    In this webinar, you’ll learn exactly what successful companies are doing—and why—with prescriptive advice that will help you optimize your own strategies.

    Metrigy CEO Robin Gareiss will share a recipe for CX success, based on her Customer Engagement Transformation research study of 700 organizations. A subset of the research participants was placed into a “success group” based on their high levels of before-and-after business metrics after implementing advanced CX technologies.

    Join Robin and Jacki Tessmer, VP of product marketing for Enghouse Interactive, for a lively and informative session that will give you the metric-backed recommendations you need to optimize your CX strategy. Among the issues we will discuss:

    - Why are so many organizations integrating their unified communications and contact center platforms—and why is integration more likely in the cloud?
    - As companies continue to adopt Microsoft Teams, how are they integrating it into their contact center platforms?
    - What is driving the use of video for customer interactions, and how does its use translate into business success?
    - How are companies using artificial intelligence and analytics to help customer journeys and agent experience?
    - How are CX leaders measuring success?

    Register today for this webinar—and get guidance on making your own CX strategy even more successful.
  • Workplace Collaboration [Ep.2] The Future Workplace? Recorded: Feb 9 2021 45 mins
    Irwin Lazar, President & Principal Analyst, Metrigy
    The physical workplace has undergone transformational change in the last year, and will only change further in 2021 and beyond. In this webinar we'll share insight from Metrigy's global Workplace Collaboration: 2021-22 research study, based on data gathered from more than 475 end-user organizations, to answer the following questions:
    - How are organizations redesigning their offices to enable a safe return?
    - What approaches correlate with successfully supporting remote work?
    - How do companies manage performance and security for distributed employees?
    - How are communications and collaboration services evolving to enable virtual engagement?
  • Workplace Collaboration [Ep.1] Collaboration Success Strategies Recorded: Feb 2 2021 52 mins
    Irwin Lazar, President & Principal Analyst, Metrigy
    Hot off the presses, Metrigy's global Workplace Collaboration: 2021-22 research study, based on data gathered from more than 475 end-user organizations, provides insight into successful strategies for supporting virtual and in-person collaboration in the new way of work. Attendees will learn which application, management, and security strategies, covering technologies including calling, meetings, and team collaboration, correlate with demonstrable improvements in productivity, gains in revenue, and operational cost savings.
  • CET [Ep.5] How Cloud & CPaaS Drive CX Success, Even for On-Premises Platforms Recorded: Jan 26 2021 41 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy
    Customer Engagement Transformation [Ep.5] CX Transformation: How Cloud & CPaaS Drive Success, Even for On-Premises Platforms

    A continuing debate at many companies is whether to move fully or partially to the cloud contact center. And for those already there, they’re always evaluating new ways they can benefit from the cloud.

    About 48% of contact centers are using cloud platforms, whether multi-tenant CCaaS or single-server hosted and managed. And nearly half of those using cloud contact center say the implementation was better than expected. At the same time, 22% of those who have moved to the cloud say they prefer on-premises—and 7% of those changing architectures by 2022 are moving back to on premises.

    With the increasing focus on customer interactions, CX leaders want to leverage architecture decisions to provide the best return on investment. This webinar will help guide companies on their CX architecture decisions, addressing the following:

    - If you’re platform is on-premises, is it time to move to the cloud?
    - How can you leverage the cloud without moving the entire platform?
    - How does CPaaS fit into the CX architecture decision?
    - What real-world benefits are organizations seeing in the cloud—and on-premises?
  • CET [ Ep.4] AI and Analytics: Your Customer Experience is at Risk Without Them Recorded: Jan 19 2021 57 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy
    With countless ways to use Artificial Intelligence (AI) and analytics to improve your Customer Experience (CX), it’s difficult to determine how to prioritize your technology investments. The use and planned use of AI for CX initiatives has grown by 61% in the past two years. Coupled with analytics, they have become competitive differentiators.

    As a result, you’ll be at a competitive advantage if you prioritize your AI and analytics plans in a way that generates measurable business success. This webinar will show you what successful companies are doing and why. We will address these and more issues:

    - What types of AI are poised for the most growth in 2021 and 2022?
    - Why are self-service and predictive analytics growing so much?
    - How are companies using AI, and specifically virtual assistants, functionally?
    - Which AI platforms and analytics tools are companies using the most?
    - What kind of success metrics are they seeing, in areas such as revenue increase, cost decrease, and customer ratings?
  • CET [Ep.3] 5 Steps to Self-Service Success Recorded: Jan 4 2021 34 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy
    CX leaders want to improve their self-service capabilities to accomplish key goals: Get customers what they need without having to wait for a live agent; and offload agent interaction volume.

    Ultimately, they want to improve the customer experience, achieve higher CSAT, and drive more revenue to the company.

    But companies often have challenges establishing a successful self-service strategy. We have conducted research on what makes a self-service success, and will address these issues:

    *Why don't more customers use our self-service knowledge base?
    *How can AI virtual assistants improve adoption?
    *What are the concerns with using AI in self-service, and how can we hedge against them?
    *What should I expect my self-service transaction volume to be?
    *What are the benefits of using self-service?

    We'll provide 5 essential steps to making your self-service strategy successful.
  • CET [Ep.2] Contact Center Redesigned: Leveraging WFH Recorded: Jan 4 2021 41 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy
    Though originally considered a temporary situation, companies are embracing the Work-From-Home (WFH) contact center. Now that the dust has settled with setting up remote agents, CX leaders are leveraging the benefits and tossing aside the disadvantages.

    The result? A more functional customer interaction experience that takes advantage of technologies, flexibility, and disaster preparation.

    In this webinar, we'll discuss:

    *How companies are taking advantage of WFH to curtail agent turnover rates
    *What technologies have been key to success
    *Why the physical contact center is changing, but not going away
    *How many agents are working from home, and in what format
  • CET [Ep.1] Transform Your Agent Experience - and Hurry! Recorded: Dec 30 2020 35 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy
    Customer Engagement Transformation [Ep.1] Transform Your Agent Experience - and Hurry!

    Customer Experience leaders are frantically trying to improve the agent experience? Why? Agent turnover rates--which had been declining--are on the rise again. At the same time, volume into the contact center is increasing.

    Organizations that focus on making it tough for agents to leave are gaining competitive advantage. WFH has made it easier to provide innovative benefits, but it's also mandated a technology re-evaluation.

    Join this webinar to learn:

    *How are companies improving agent benefits?
    *What new technologies, such as AI, automation, and analytics, are they deploying to help?
    *How are they measuring success?
    *What has the WFH environment done to both help and hurt turnover rates?
Metrics-Driven Strategic Guidance
Metrigy is an innovative research and strategic advisory firm that analyzes enterprise success metrics to advise companies on their technology transformation strategies.

Founded by Robin Gareiss and Irwin Lazar, both renowned technology analysts and content developers, Metrigy focuses on some of the coolest and most interesting technologies:

Digital transformation and digital workplace,
Unified Communications & Collaboration (UCC),
Customer Experience (CX) and contact center,
Artificial intelligence and analytics.

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  • Title: AI, Teams UC & Video: Better Together to Optimize CX
  • Live at: Feb 17 2021 6:00 pm
  • Presented by: Robin Gareiss, CEO and Principal Research Analyst, Metrigy; Jacki Tessmer, VP of Product Marketing, Enghouse Interactive
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