Cloud Contact Center

Gain a 360° View of Your Contact Center in the Cloud

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Maximize Your Customer Experience

Traditional contact center solutions are costly, complex, and inert. Break away from the limitations of on-premise systems with a Contact Center that was built for the cloud. Masergy Cloud Contact Center reduces your Total Cost of Ownership with advanced features that provide an unprecedented level of visibility and control. With integrated Workforce Optimization and predictive analytics, the results are more than the sum of their parts.

Our world-class service means we have your communications covered, so you can focus on growing your business.

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Omni-Channel Interactions with Cloud Contact Center by Masergy

Gain a 360° view of omni-channel contact center interactions.

On average, customers interact with a company through seven channels. Masergy Cloud Contact Center routes voice, email, and chat interactions from multiple teams and sites centrally so that voice and non-voice interactions are no longer managed in silos.

With Masergy Cloud Contact Center, Agents work in one unified environment, and all interactions are logged in the same system for more efficient reporting and analytics. Agents gain a consistent user experience which increases their performance while you gain the flexibility and extensibility to find relationships you never knew existed.


Manage, monitor, and control service levels more intelligently.

Contact Center managers have enough multi-tasking to do everyday without having to jump between applications to keep up with call volumes, wait times, agent performance, customer issues, and call quality. With Masergy Cloud Contact Center you don’t have to add another application to your infrastructure that requires redundant administration and users.

Our cloud-based contact center solution integrates with popular CRMs and leverages predictive analytics to lower operating costs and improve your business performance. With Cloud Contact Center, you can centrally record calls, create robust reports, and dynamically determine how best to route each customer interaction based on measurable facts.Whatever key performance indicators you use to measure success, Masergy Cloud Contact Center will provide you with the insight and visibility needed to optimize them.

Cloud Contact Center Analyzer by Masergy

Gain Flexibility with Cloud Contact Center by Masergy

Gain flexibility with the cloud.

Masergy Cloud Contact Center is built into our global Software Defined Platform for the flexibility and performance you need to meet all your omni-channel customer communications needs. Integrate Masergy Cloud Contact Center with our Global UCaaS and Intelligent SIP Trunking solutions – and with your existing Salesforce configuration.

Like all Masergy solutions, our Cloud Contact Center is managed 24/7 by certified experts at our operations centers on three continents. Every support call to Masergy is answered by a live engineer with no IVRs for the best client experience in the industry.


7 Reasons to Choose Masergy Cloud Contact Center

  • Increase sales and customer satisfaction with tools that leverage best-performing agents and optimize operations accordingly
  • Improve first call resolution by giving agents easy, on-demand access to global subject matter experts
  • Predict customer need and customers who are at risk and intelligently connect them with the best agents to address their needs
  • Enhance operational efficiency by balancing call loads across sites, teams, and agents, regardless of location
  • Boost marketing effectiveness and arm agents and managers with tools, resources, and reports that improve productivity and streamline back office tasks
  • White glove service delivery with dedicated project and engineering management
  • 24/7 live support and lifetime hardware warranties, training and system upgrades
feature rich

Intelligent Call
Routing

Distribute calls across multiple contact centers, branch offices and to remote agents working from their homes based on real-time data about call volumes, resource availability and other variables.

feature rich

Built-In Disaster
Recovery

Redirect call center traffic during unexpected emergencies such as natural disasters or disruptions in a matter of minutes globally from a single cloud-based platform.

feature rich

Comprehensive Multi-Tenant
Management

Manage calls across multiple teams and geographically dispersed locations in real-time from one easy-to-use web-based interface and dashboard.

feature rich

Easy System
Integration

Merge with your existing call center infrastructure and seamlessly connect with top CRM software such as Salesforce.

Must Have Features

Masergy Cloud Contact Center delivers all the critical omni-channel engagement features you need to maintain high customer satisfaction.

  • Agent Client
  • Call Controls (answer, hold, transfer, end)
  • Agent Controls (login, logout, etc.)
  • Multi-Party Conferencing
  • Disposition Codes
  • Unavailable Codes
  • On-Line Directories
  • Supervisor Escalation
  • IM&P
  • Call History
  • Outgoing Calling Line ID Selection
  • Call Recording Controls
  • Historical Agent Reports
  • Omni-Channel Support
  • Chat Interaction
  • Email Interaction
  • SMS Interaction
  • Fax Interaction
  • Social Interaction
  • Unified Interaction History
  • Web Callback
  • Phone Integration
  • Call Center Name/Number Delivery
  • Queue Status
  • Softkey Controls (LI, LO, Available, Unavailable)
  • Call Recording
  • Auto Attendant – Single Level
  • Auto Attendant – Multi Level
  • Custom IVR with Data Dips
  • Queue Threshold / Notification
  • Distinctive Ring
  • Dialed Number Identification Service (DNIS)
  • DNIS prioritization
  • Promote due to wait time
  • DNIS outbound calling Name / Number
  • Custom DNIS Announcements
  • Supervisor Client
  • Silent Monitoring
  • Barge-In
  • Whisper Coaching
  • Intercept/Answer Inbound Calls
  • View / Change Agent Status
  • Real Time Queue Monitoring / Management
  • Enable Alternate Routing
  • Historical Reports
  • Real Time Reports
  • Call Center Dashboard
  • Reporting
  • Dashboard
  • Real Time Reports – Queue
  • Real Time Reports – Agents
  • Historical Reports – Queue
  • Historical Reports – Agents
  • Reports Branding
  • Flexible & Configurable Report Scheduling
  • Third Party Data in Reporting
  • Ad-hoc Report Creation
  • Customizable Reporting
  • Additional
  • Threshold Rules
  • Audit Trail
  • Team Capacity Strategy
  • Flexible Call Flow Builder
  • Global Routing Strategies
  • Privacy Shield for PCI Compliance
  • Queue Reshuffle
  • Native SFDC Integration
  • Third Party Integration
  • Quality Management
  • Workforce Management
  • Outbound Dialer
  • Scripting
  • Per Call Center / ACD Settings
  • Call Center Priority
  • Agent Control Settings
  • Agent Profiles
  • Default Agent Settings
  • Queue Size
  • Video Support
  • Announcements, Greetings
  • MOH
  • Entrance Message
  • Comfort Message
  • Alternate Comfort Message (short wait time)
  • Service Announcements
  • Estimated Wait Time
  • Call Whisper Message
  • Call Distribution Policies
  • Ordered
  • Circular
  • Uniform Distribution
  • Simultaneous
  • Weighted
  • Call Selection (LWT, Highest Priority)
  • Call Routing Policies
  • Bounced Call Routing
  • Overflow Call Routing
  • Stranded Call Routing
  • Skill Based Routing – Single/Multi Skill
  • Skill Profiles
  • Alternate Routing Policies
  • Night Service
  • Holiday Service
  • Forced Forwarding
  • Multi-Team Routing and Distribution
  • Multi-Site Routing and Distribution
  • Routing Across Third-Party Contact Centers
  • Analytics-Driven Routing
  • Global Settings
  • Custom Disposition Codes
  • Custom Unavailable Code
  • Agent Thresholds / Notifications
  • Agent Default Settings

E-Guide

Get key insights that help you plan your customer service strategy and transform your business.

Infographic

Our latest infographic covers surprising performance metrics, data integration statistics and the benefits cloud contact centers provide for analytics-driven organizations.

White Paper

Read our latest trends report to learn communications leaders’ insights on how well their metrics align with business objectives.

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Let us transform your communications so you can transform your business.

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