Your contact center is the center of your business

Performance is dialed in. And satisfaction is dialed up.

Your business success depends on the customer experience you deliver. A better experience drives loyalty, and loyalty creates new engagement channels and revenue streams. The bottom line: A good contact center can turn happier customers into business outcomes.

Masergy’s Cloud Contact Center delivers unsurpassed quality as a best-of-breed solution leveraging Cisco Webex® technology embedded into our global software-defined network. Complete with virtual agents, workforce management, and predictive call routing, you’ll be able to provide the best possible customer experience.

Nemertes Research: Transforming the Customer Journey

Cloud technologies for the digital customer experience
 
  • Omni Channel

  • Predictive Routing

  • Virtual Agent

  • Workforce Management

  • A 360-degree view of your customers powered by Cisco®

    Engage with customers the way they want. Create a seamless experience with a cloud-based contact center—across voice, instant messaging or SMS to email, social channels and more. All transactions are logged in the same system so agents have easy access to data that creates a personalized experience.
  • Connect the right customer with the right agent using big data analytics

    Wish you could know your customers’ needs in advance? Now you can. Predictive routing from Masergy intelligently connects customers to the best agents to address their needs, complete with cross-channel insights to determine urgency levels.
  • Virtual agent solutions powered by Inference®

    First-class service may be the new normal, but AI can help you take it further. Our intelligent Virtual Agent automates routine tasks and helps live agents provide value when and where it’s needed most. Highly predictive algorithms mean fewer errors, incredible savings, and happier customers, 24/7.
  • Analytics and reporting to optimize your contact center

    A streamlined workflow leads to happier customers and more productive employees. Take advantage of real-time call analytics, KPIs, and monitoring in a consolidated dashboard view that lets you make actionable changes, and then reap the benefits across your business.

Masergy stands out

Keep exploring

Buyer’s Guide to Intelligent Virtual Agents and Chatbots

Virtual Agents are here, but which technologies ensure true intelligence? This framework guides you through the advanced functionality and deployment methods, mapping business needs to capabilities.

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Cisco Recognizes Masergy with Two Webex Contact Center Awards

With two awards, Cisco recognizes Masergy as its top strategic partner in delivering Webex Contact Center solutions to the market. Masergy has more bookings and the most global users worldwide.

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Why You Need to Embrace Conversational AI for Customer Care

AI technologies are automating customer service tasks, but putting together a cohesive approach can be difficult. This how-to guide has tips for avoiding complexity and streamlining your strategy.

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