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MetriStar: Which CX & Collaboration Providers Drive the Most Success?

MetriStar Top Providers: Which Customer Experience and Collaboration Providers Drive the Most Success?

Metrigy's MetriStar awards recognizes those providers who are both highly rated by their customers, and whose customers have achieved measurable success for their investments. The awards are based on data gathered from hundreds of IT and customer experience leaders in North America, Western Europe, Southeast Asia, and Australia. Provider awards that we will announce include:
- Unified Communications-as-a-Service (UCaaS)
- Team Collaboration
- Workforce Optimization
- Voice-of-the-Customer

During this webinar, we will review the top providers in each area, based on real-world data from their customers.
Recorded May 13 2021 35 mins
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Presented by
Robin Gareiss, CEO and Principal Research Analyst; Irwin Lazar, President and Principal Analyst, Metrigy
Presentation preview: MetriStar: Which CX & Collaboration Providers Drive the Most Success?

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  • Achieving Cross-Company Team Collaboration Success Jun 29 2021 3:00 pm UTC 60 mins
    Irwin Lazar, President & Principal Analyst, Metrigy
    Companies have increasingly adopted team collaboration apps like Cisco Webex, Microsoft Teams, RingCentral Glip, and Slack replace email with contextual workspace that integrate chat, applications, files, and data. But when it comes to company-to-company collaboration, many organizations still rely on email, or simply invite guests into their team collaboration workspaces leading to security challenges. Attend this webinar to learn:
    - Alternative approaches for enabling B2B team collaboration,
    - How to meet security, compliance, and governance requirements
    - How leading vendors enable B2B team collaboration
    - How to build cross-company connections across different applications
  • Biometrics to Improve Customer Experience Jun 22 2021 3:00 pm UTC 60 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy
    Companies are flocking to voice biometrics and facial recognition for customer interactions. These technologies identify customers quickly, and save on average 30 to 60 minutes on each call or video interaction. Join this webinar to learn:
    - What are companies plans to use biometrics?
    - What's driving them to use them, and how secure is it for identity management?
    - Who are the players in this space?
    - What value to companies find in using biometrics?
  • Adopting AI for Consumer Insights Recorded: Jun 15 2021 45 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy
    More than 70% of organizations are using AI to help them serve customers and improve customer service agent performance. But AI is a loaded acronym--adopting AI can mean dozens of things! Join this webinar to learn how companies are using AI in their customer interactions, and also learn:
    - Which types of AI are the most prevalent, and which are poised for big growth?
    - What insights do companies get by using AI?
    - Where does analytics fit into the picture?
  • Combatting Video Fatigue Recorded: Jun 8 2021 33 mins
    Irwin Lazar, President & Principal Analyst, Metrigy
    As video conferencing has become an essential means of communicating and collaborating, so too has video conferencing burnout. As employees shifted to remote work, many companies simply changed their regular meetings to use video without realizing the potential impact on employees on long, back-to-back, video meetings. In this webinar we'll share our latest data into video burnout and provide suggestions on what you can do to ensure that the benefits of visual engagement aren't offset by the negative impacts of too much video conferencing.
  • Mitigate Security Risk as You Migrate to Cloud Services with BYOC Recorded: Jun 2 2021 55 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy; Doug Tait, Director of Product Marketing, Oracle Communications
    Don’t compromise security, performance when moving to Teams, Zoom, and others

    Brought to you by Oracle Communications

    Business technology leaders are re-evaluating their communications and collaboration portfolios as they plan for the future workplace. The shift to permanent full-time or hybrid work-from-home has served as a catalyst for more cloud-based UC and CX services, such as Microsoft Teams, Cisco Webex, Zoom, and a host of contact center providers.

    But there are some important issues to address when moving to the cloud. For example, how do you transfer complex call routing policies? What about existing telecom contracts that expire at different times? And is it feasible to flash-cut from large on-premises deployments—which addresses security, dial-plan management, and survivability needs—to cloud services?

    Bring Your Own Carrier (BYOC) addresses these key issues by allowing companies to transition to the cloud immediately or over time, using their same telecom provider.

    Join Metrigy CEO and Principal Analyst, Robin Gareiss, and Oracle Director of Product Marketing, Doug Tait, for a lively discussion of how BYOC addresses potential roadblocks for cloud transitions. During this webinar, you will learn:
    - How does BYOC allow you to move to the cloud today at your own pace?
    - How does the use of Session Border Controllers help to address network security, as well as reliability?
    - With key customer service agents working from home, how can SBCs deliver data about overall quality of service and security issues?
    - What are the benefits companies see once they move to the cloud?
  • Beyond UC: What's Next for Enterprise Collaboration Recorded: Jun 1 2021 30 mins
    Irwin Lazar, President & Principal Analyst, Metrigy
    Unified communications applications including telephony, meetings, and team messages are now well established. Together they support effective meetings and workstream collaboration, but they don't fully replace the in-person experience nor enable enterprise-wide information sharing. Establishing an effective collaboration strategy means going beyond UC to deliver support for ideation, community building, work management, and employee engagement. In this webinar we'll share our research and insights into technologies including:
    - Virtual whiteboard and ideation
    - Work management
    - Social software
    - Workforce experience management
    - Analytics
  • Achieving Hybrid-Work Success with Team Collaboration Recorded: May 27 2021 49 mins
    Irwin Lazar, President & Principal Analyst, Metrigy
    Hybrid-work means that employees are spread across home and office, working with an ever-increasing array of applications and information, engaging both internally and with partners and customers externally. Team collaboration platforms, by virtue of their ability to integrate applications, data, and workflows and extend across company boundaries offer the opportunity for IT decision makers to achieve measurable cost savings, revenue increases, and productivity improvements. Successful implementations require user empowerment while addressing governance and security needs. In this webinar we’ll share insights into how team collaboration platforms are rapidly evolving beyond messaging into a hub for work, and what business and IT leaders must do to achieve maximum quantifiable benefits from their digital engagement initiatives.

    Presented by:
    Irwin Lazar, President & Principal Analyst, Metrigy
    Brian Elliott, Vice President, Future Forum, Slack
    Kris Lengieza, Vice President of Global Partnerships & Alliances, Procore Technologies
  • Future of Work: 2021: Achieving Work-from-Home Success Recorded: May 25 2021 34 mins
    Irwin Lazar, President & Principal Analyst, Metrigy
    Regardless of the path the pandemic takes in the second half of 2021 it is clear that a large percentage of employees will continue to work remotely if offered the choice. IT and business leaders must understand what approaches best meet the individual needs of employees, the desire for organizations to minimize costs, and best provide for flexiblity? In this Summit Webinar we'll share insights gleaned from Metrigy's research into work-from-home and return-to-office plans and success correlations to provide business and IT leaders with actionable advice to ensure that they are prepared for the future of work in 2021 and beyond.
  • Securing Unified Communications and Collaboration Recorded: May 20 2021 39 mins
    Irwin Lazar, President & Principal Analyst, Metrigy
    Organizations are using more collaboration tools than ever before, creating new opportunities to enable the virtual workforce, but also introducing new risk and attack vectors. In this webinar we'll look at the requirements to enable governance, compliance and security as part of a comprehensive workplace collaboration strategy and we'll explore ways that IT leaders can leverage emerging tools to ensure success.
  • Behind the Curtain: The Psychology of Your Customer Journey Recorded: May 13 2021 119 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy
    What makes a great customer journey? And what are the warning signs of problems? CX technology can be a blessing and a curse. It can help customers and also give you a view of what it took for them to get to resolution. But it also can inject frustration and problems. That's why it's important to use technology the right way--one that delivers a successful and always-improving journey. During this webinar, you'll learn:
    - What are customer expectations for a great journey, and what frustrates them?
    - How can you leverage technology to both serve them and inform you?
    - How can you pair the right technology with each customer, customized to maximize satisfaction and other business metrics?
  • MetriStar: Which CX & Collaboration Providers Drive the Most Success? Recorded: May 13 2021 35 mins
    Robin Gareiss, CEO and Principal Research Analyst; Irwin Lazar, President and Principal Analyst, Metrigy
    MetriStar Top Providers: Which Customer Experience and Collaboration Providers Drive the Most Success?

    Metrigy's MetriStar awards recognizes those providers who are both highly rated by their customers, and whose customers have achieved measurable success for their investments. The awards are based on data gathered from hundreds of IT and customer experience leaders in North America, Western Europe, Southeast Asia, and Australia. Provider awards that we will announce include:
    - Unified Communications-as-a-Service (UCaaS)
    - Team Collaboration
    - Workforce Optimization
    - Voice-of-the-Customer

    During this webinar, we will review the top providers in each area, based on real-world data from their customers.
  • Workforce Optimization: A Primer on Why You Need it to Deliver Stellar CX Recorded: Apr 22 2021 49 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?
  • Five Steps To Developing a Successful Voice of the Customer Program Recorded: Apr 20 2021 52 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.
  • Q2 Outlook on 2021: Communications and Collaboration in 2021 Recorded: Apr 14 2021 26 mins
    Irwin Lazar, President & Principal Analyst, Metrigy
    The COVID-19 pandemic resulted in a massive shift of workers to the home, in 2021 IT leaders are planning for hybrid work strategies that support both home and in-office employees on equal ground. In this webinar we'll provide insight, based on data gathered from more than 475 organizations in North America, Europe, Asia, and Australia, into the technologies that will see increasing spending in 2021 and beyond to enable seamless employee collaboration, regardless of work location. Specifically we'll cover:
    - Unified communications and calling platforms
    - Meeting and conferencing applications and endpoints
    - Team collaboration applications
    - Management and security strategies
    - Network investment plans
    - Adoption of additional collaboration applications for ideation, workflow and project management, and social engagement
  • 5 Ways AI is Generating Loyalty and Upsell Among Key Customers Recorded: Apr 13 2021 39 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy
    Winning new customers is part of the battle; keeping them and growing the relationship is the other. AI-enabled CRM and sales-enablement tools help automate advancement of sales cycles. But once you’ve hit “closed-won,” how do you ensure the customer stays loyal and engaged, while buying more products and services.

    During this webinar, join Metrigy CEO Robin Gareiss, who has conducted research with thousands of organizations to understand how they are using AI to increase the value of their customers—and what measurable results they have found. She will cover:
    - When should you use AI—and when should you hold off?
    - What types of AI are best for driving revenue and increasing customer satisfaction?
    - How can you continuously improve the value of your customers, by pairing AI analytics with the human touch?
    - What are the actual revenue increases companies have found in using AI?
  • Optimizing Microsoft Teams Calling Recorded: Apr 8 2021 48 mins
    Irwin Lazar, President & Principal Analyst, Metrigy
    Microsoft Teams Phone System offers the opportunity to natively integrate calling features with Teams meeting and messaging capabilities. To achieve success, IT leaders must address factors including whether or not to use Microsoft's own Calling Plan or Direct Routing for PSTN connectivity, how to support E911, and how to manage on-going performance and administration management. In this webinar we'll share our Metrics-based research to provide insight into how successful companies are implementing and managing Microsoft Teams Phone System.
  • Workplace Collaboration [Ep.6] Successful Team Collaboration Recorded: Mar 23 2021 45 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 Recorded: Mar 16 2021 39 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 Recorded: Mar 11 2021 61 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy; Chris Bauserman, VP, Product & Segment 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.
  • Setting Your CX Resolutions: Budget & Operation Trends for the New Year Recorded: Mar 5 2021 55 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy; Kevin McNulty, Director of Product Marketing, Talkdesk
    At the start of quarantine, CX and IT leaders had to move quickly to handle the rising volume of customer interactions flooding their contact centers after storefronts closed. Now, as we enter the new year, successful CX teams are looking past survival tactics to best practices and strategic decision-making.

    Join Robin Gareiss, CEO and principal analyst at Metrigy, and Kevin McNulty, Director of Product Marketing at Talkdesk, to learn the latest contact center budget, technology and operational trends.

    Register now to learn what leading enterprises are planning for 2021:
    - Managing CX budgets when most agents work from home
    - Optimizing remote operations with cloud-native contact centers
    - Getting the most advantage out of AI and self-service
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: MetriStar: Which CX & Collaboration Providers Drive the Most Success?
  • Live at: May 13 2021 4:00 pm
  • Presented by: Robin Gareiss, CEO and Principal Research Analyst; Irwin Lazar, President and Principal Analyst, Metrigy
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