Name: CX Automation Will Create Massive Change in Contact Centers of the Future
Start: 2023-09-28T15:00:00Z
End: 2023-09-28T15:01:00.000Z
Location: BrightTALK
Rating: 5

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.

AI has become as confusing as it is exciting. With so many options for applying AI to customer interactions, how do you know what to prioritize, and where you’ll get the biggest bang for the buck? And how can you prepare for the future as AI continuously evolves? It’s imperative to be both receptive to technology advancements and also to be innovative for your own use cases.

This webinar will give you strategic guidance, based on real-world research data from Metrigy CEO & Principal Analyst Robin Gareiss. You’ll also hear from NICE Director of Product and Segment Marketing Brian Mistretta on how NICE customers are leveraging AI today. We’ll share insights and recommendations, and answer the following questions:

- What does the digital customer journey do to amplify company’s ability to automate and expedite transactional requests?
- How does AI help with containment, self-service, and agent productivity?
- Moving forward, what truly transformational changes could take place more broadly in the workplace?

How to Prioritize AI Now to Drive Operational Success—and Prepare for the Future

Metrigy recently conducted a study of Microsoft Teams Phone users to understand how they are connecting Teams Phone to the PSTN, and the costs of various options. In this informative webinar we'll share the benefits and limitations of Calling Plan, Direct Routing, and Operator Connect and share insights into the various costs associated with each option.

Understanding Microsoft Teams Phone PSTN Choices and Costs

Metrigy has published its first ranking of UCaaS providers, based on market share, financials, market share momentum, product mix, customer sentiment, and customer business success. In this episode, discover which providers made the list.

MetriISight Ep.50 - Inside Metrigy's UCaaS Vendor Rankings

Metrigy’s Employee Experience: 2023-24 research study of ~500 companies examines the technologies and strategies companies have in place to understand employee behavior and optimize engagement. In this webinar, discover characteristics of the most successful companies, including data-driven decision making. In addition, find out employee experience platforms, intranets, voice-of-the-employee software, and other technologies correlate with success, in terms of key employee experience metrics such as employee productivity, retention, and satisfaction.

Cornerstones of Employee Experience Success

HP's recently published Work Relationship Index, based on a global survey of 12,000 knowledge workers, 3,600 IT decision makers, and 1,200 business leaders, reveals a universal problem: Employees have an unhealthy relationship with work. HP exec Andy Rhodes summarizes the challenges and highlights ways to foster actions that will drive improvement.

MetriSight Ep.49 - How to Fix the Work-Relationship Problem

Metrigy's Workplace Collaboration MetriCast 20223 study gathered data from 1,400 end-user organizations to provide insight into purchasing plans and vendor supporting collaboration. In this webinar we'll share a snapshot of market forecasts, vendors,  spending, what technologies correlate with WC success:
Topics include:
- PBX/UC
- UCaaS
- Meetings
- Team collaboration
- Video room systems
- UC management
- Personal endpoints
- SIP trunking
- eSBCs

Workplace Collaboration Market Outlook and Vendor Trends in 2023

For many enterprises, the contact center is a key interaction point between you and your customers. While there are many ways to communicate between agent and customer, voice is still king. In fact, according to our research, 73% of all interactions use voice, either initially or after a digital interaction.

Regardless of whether agents work in a physical contact center or work remotely, contact center telephony needs to be secure and of the best possible quality. Contact centers are increasingly subjected to malicious attacks to attempt to disrupt customer access and the ability to conduct business. This makes it an imperative to take the necessary steps to assure the security, availability, and quality of voice interactions that are business critical. 

In this webinar, Metrigy and Ribbon will dive into the topic of contact center security and management. We’ll share some recent market research on a number of macro topics affecting the contact center, as well as the following:
- Defending against telephony denial of service attacks and other disruptive events
- Addressing complex routing schemes across sites or geographies
- Integrating analytics to proactively respond to operational issues

Voice Security Trends in the Contact Center

Zoom recently introduced Huddles, a virtual co-working space designed to bring in-office, ad-hoc engagement experiences to virtual employees. In this episode of the Metrigy MetriSight we'll chat with Zoom's David Ball to learn more about Huddles and how virtual co-working spaces can contribute to employee experience, culture building, and team engagement.

MetriSight Ep. 46 - Talking Zoom Huddles with David Ball

Even as CX operations become steeped in advanced technologies such as AI and automation, the agent’s role is far from diminishing. In fact, offloading routine customer inquiries and tasks to AI and automation raises the bar for agents. Moving forward, the best agents need to be more highly skilled than ever before, capable of handling the most complex customer service issues quickly and intelligently. Preparing agents for this new reality requires a next-generation approach to workforce engagement management (WEM), one that provides generative AI-driven conversational assistance plus automation to deliver smart guidance for interactions, personalized coaching, and automated tasks.  

In this webinar, get a status report on the agent experience based on Metrigy’s latest CX research, and discover the role AI, including conversational generative AI, and automation are playing today.

Getting CX Complexity Under Control for Agents with WEM & Generative AI

Steve Hamrick, VP of product management at Slack, likes to say that app utilization, an oft-sought-after goal, is not a surrogate for business value. In this episode, he shares his thoughts on how to fully incorporate Slack into a digital workplace initiative and deliver on key business success metrics.

MetriSight Ep.45 - How to Uplevel Slack's Value to the Enterprise

Metrigy's Irwin Lazar takes us inside the MetriStar program and shares which providers have earned Top Provider  Awards, based on customer sentiment scores and customer business success.

MetriSight Ep.44 - Workplace Collaboration MetriStars 2023: Overview & Winners

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 leaders in North America, Western Europe, Southeast Asia, and Australia. Metrigy will announce the Top Providers in several areas of Workplace Collaboration technologies, including:
- Unified Communications-as-a-Service (UCaaS)
- Meeting applications
- Team collaboration applications
- Video room system equipment
- Headsets
- UC administrative management platforms
- UC performance management platforms
- SIP trunking

2023 Workplace Collaboration MetriStar Award Winners

CX leaders and the vendors selling technology may think they fully understand what their customers want. But according to this research study, they have some work to do. Metrigy conducted a study with more than 500 consumers to understand what they like and dislike about their interactions with companies. The results are enlightening! Join this webinar with Metrigy CEO Robin Gareiss and Metrigy Chief Data Scientist Matthew Craig to learn more about what consumers have to say about:
- Customer service, in general
- Which companies provide the best and worst service
- How technology plays a role in their interactions
- What they really think of virtual assistants, voice and digital channels, and the use of video/screen sharing
- Where there are gaps between what consumers want and what companies deliver

CX Optimization Ep.3: Consumer Views on CX Technology

Metrigy has published its first ranking of CCaaS providers, based on market share, financials, market share momentum, product mix, customer sentiment, and customer business success. In this episode, discover why NICE gets the No. 1 spot, and find out which other vendors made the cut.

MetriSight Ep.42 - Inside Metrigy's CCaaS MetriRank Report

CX leaders are focusing heavily on improving agent experience--and it's working. Turnover rates are down to 18.3% (the lowest in several years), and 58.3% of contact centers are fully staffed now. What are successful companies doing to improve the agent experience? Find out the key best practices--backed by real-world data and metrics--in this webinar with Metrigy CEO Robin Gareiss. You'll learn the following:
- How is AI playing a role with improving agent experience, and which technology helps close sales best?
- What types of technology are helping sales leaders better manage sales agents?
- How has hiring criteria changed for CX positions?
- What are agents making now, and how much more do they make at companies with fully staffed contact centers?

CX Optimization Ep.2: Agent Experience

Leading companies are leveraging the three A’s (AI, analytics, and automation) to drive revenue, save costs, and improve customer satisfaction. But with a plethora of technologies available, where do you start, and where do you expand to generate the best results?

Through extensive research with IT, CX, and business leaders, Metrigy has the answers to help you develop a successful strategy. In this webinar, Metrigy CEO and principal analyst Robin Gareiss will answer the following:
 
--Why you need to automate--yesterday!
--What technologies deliver the best results?
--How does generative AI play a role in your strategy?
--What operational processes must change?
--How do you measure success and continue to please stakeholders?

AI, Analytics & Automation: Step-by-Step Guide to Improving Business Metrics

Workplace strategies continue to evolve as companies grapple with how to achieve the right balance between home and office work for their employees. The policies and technologies they put in place must help build company culture in a hybrid workplace while also boosting employee productivity, retention, well-being, and other key business metrics. Increasingly, how employees use and interact within collaboration apps such as team chat and video meetings is helping guide decisions aimed at improving employee experience.

In this webinar:  

•        Learn about the role of collaboration in improving employee experience
•        Understand the types of collaboration behavior data available
•        Discover how collaboration behavior data can guide decision making for the hybrid workplace

Collaboration Behavior Data: Where it Fits in for Enhancing Employee Experience

The pace of change in customer experience technologies is unprecedented. AI-enabled automation is generating efficiencies and benefits that will completely change the landscape of CX in the future. 

Join CEOs from Metrigy and IntelePeer to learn about what the contact center of the future looks like, and how you can start planning for it today. During the webinar, IntelePeer’s Frank Fawzi and Metrigy’s Robin Gareiss will discuss the following:
- Why is the use of AI and automation vital to success—and why will you be more prepared for the future if you get started now?
- Which types of AI have the most impact on success?
- Will voice still be relevant in the contact center of the future?
- Will everything be automated in the future, or will human intervention still exist—and if so, what do human interactions look like?

CX Automation Will Create Massive Change in Contact Centers of the Future

Customer Data

Customer Engagement

Customer Experience

Customer Community

Contact Center

Analyst Research

Analytics

Unified communications improve collaboration and increase productivity among employees through technologies such as VoIP, instant messaging and social media. Join this community to learn how to benefit from the full value of unified communications and collaboration technologies.

Collaboration and UC

Practicing business intelligence allows your company to transform raw data into sets of insights for targeted business growth. The business intelligence and analytics community on BrightTALK is made up of thousands of data scientists, database administrators, business analysts and other data professionals. Find relevant webinars and videos on business analytics, business intelligence, data analysis and more presented by recognized thought leaders. Join the conversation by participating in live webinars and round table discussions.

Business Intelligence and Analytics

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Sales

Get powerful emerging technology insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on technologies like 3D printing, pervasive robotics, natural interfaces, connected everything and cognitive systems.

Emerging Technologies

The research and development community on BrightTALK brings together leading professionals in healthcare, technology and manufacturing to present on current topics in their fields. From big data in healthcare to online forensics training and medical research practices, the community is an exceptional resource for those looking to expand their knowledge. Be part of the conversation by joining the community and participating in interactive live webinars.

Research and Development

Get powerful insights to run your business. CEOs, CFOs, CMOs, COOs, CTOs and CIOs are among the leaders in this community who connect with peers and experts to grow their businesses.

CxO Strategy

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

CX Automation Will Create Massive Change in Contact Centers of the Future

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