Drives the best pairing to meet the customer need
Faster access to the expertise to address the interaction
Reduce operational effort and focus on the customer
Get your customers to the right agents faster
Align the best-suited agent to deliver the desired outcome
Delight your customer with personalized interactions
Match them to the best customer based on the predicted need
Empower them to personalize the experience
Improve customer and agent job satisfaction
Brand loyalty is hard to come by today and if your experience is not flawless and personal, you risk losing a customer. With predictive routing, we use intelligence to match the right customer with the right agent. As your interactions grow, so does the data and insight used to continually enhance the process. Masergy's Predictive Routing allows you to focus on your customer journey and personalized engagements while our solution provides the best matching.
A Nemertes Research report
Transform your customer experience with virtual agents, predictive routing, and workforce optimization embedded in Masergy's software-defined network. This brief details our best-of-breed solutions powered by Cisco.
AI powers the digital customer experience. Learn how to build a cognitive contact center using new technologies and migration models that create predictive customer experiences.
Learn how Essen Health Care enables enterprise-grade call routing and comprehensive management capabilities for 57,000+ patients.
Contact centers need more than voice communications. Learn how the cloud offers an omnichannel approach for tracking and understanding customers.
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.
IDG research explores challenges with UCaaS/CCaaS, outlining key considerations for moving mission-critical workloads to the cloud with confidence.