Machine learning and big data analytics are the core of Masergy Predictive Routing powered by Cisco. Unlike traditional routing to the next agent in 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.
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
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.
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.
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.