Cloud Contact Center

Take your cloud contact center to a new level

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Maximize Your Customer Experience

Masergy Cloud Contact Center enables unified omni-channel (i.e. over voice, instant messaging, email, SMS and social media) interactions with your customers. Route all customer interactions to one or more teams, sites, or outsource partners with a single, global queue in the cloud to maximize your customers’ satisfaction.

 

MANAGE AND MONITOR MORE INTELLIGENTLY

Our cloud-based contact center solution uses predictive analytics to lower operating costs and improve your business performance. With Cloud Contact Center, you can 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 insights needed to optimize them.

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.

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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

Comprehensive Management Dashboard

Monitor calls across virtual contact center operations in real time from a web-based user interface.

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

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. Download the Cloud Contact Center E-guide.

  • 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

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