Predictive Routing provides better outcomes with better matching

Connect the right customer with the right agent using big data analytics

Match the right agent with the right customer seamlessly

Machine learning and big data analytics are the core of Masergy Predictive Routing powered by Cisco. Unlike traditional routing to the next agent in the queue, each interaction is evaluated based on customer history, past purchases, and more to match the customer to the agent who is best suited to meet their needs.

Improved outcomes

  • 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

Optimized customer journey

  • Get your customers to the right agents faster
  • Align the best-suited agent to deliver the desired outcome
  • Delight your customer with personalized interactions

Enhanced agent experience

  • Match them to the best customer based on the predicted need
  • Empower them to personalize the experience
  • Improve customer and agent job satisfaction

Better outcomes with data-driven routing

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.

Keep exploring

white paper

Building Next-Generation WFM for Your Contact Center

WFM tools are now powered by analytics engines, artificial intelligence and machine learning. This guide highlights the leading-edge capabilities you need to take your contact center to the next level.

Learn more about Building Next-Generation WFM for Your Contact Center

white paper

The Contact Center Made Cognitive

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 more about The Contact Center Made Cognitive

solution brief

Transform Your Customer Experience

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.

Learn more about Transform Your Customer Experience

Interested in learning more about Predictive Routing?

Call us now to arrange a consultation (866) 588-5885.
Or arrange for a consultation through our request form.